Customer Service Advisor Apprenticeship – SG Petch Middlesbrough SG Petch

SG Petch Middlesbrough is seeking a motivated and enthusiastic individual to join as a Service Advisor Apprentice. This apprenticeship provides a structured route into the automotive service industry, combining paid employment with nationally recognised Level 2 training. Working alongside experienced service advisors, you will develop the skills and knowledge to become proficient in customer service, service coordination, and vehicle maintenance communication. This role is ideal for individuals with a passion for cars, excellent communication skills, and a desire to grow in a dynamic automotive environment.

Key Responsibilities

• Assist customers in scheduling service appointments, providing information on available services, and answering enquiries.
• Greet customers professionally to ensure a positive service experience.
• Liaise between customers and service technicians regarding vehicle concerns, service requirements, and estimated completion times.
• Interpret maintenance schedules, service manuals, and repair estimates to provide accurate recommendations.
• Coordinate with parts departments to ensure timely availability of components.
• Keep customers updated on service progress, including any additional work identified during inspections.
• Handle customer complaints professionally, striving for satisfactory resolutions.
• Use computerised systems to input service orders, generate invoices, and maintain customer records.
• Maintain a clean and organised service reception area.
• Attend all training sessions and workshops to enhance product knowledge, customer service skills, and industry awareness.

Working Week

40 hours per week, typically Monday to Friday. Normal working hours: 8:30am – 5:30pm, although this may vary depending on the dealership. Approximately 20% of your working week will be dedicated to Off-the-Job (OTJ) learning, delivered via online classrooms, face-to-face sessions, and block release training at The Henry Ford Academy.

Training & Time Away From Home

Apprentices are employed directly by SG Petch. Training includes week-long block release, requiring travel and overnight stays away from home at The Mazda Academy. Supported through:

• Face-to-face technical and customer service sessions.
• Virtual classroom sessions and e-learning.
• Workplace coaching and mentoring.

All training aligns with IMI / ESFA standards, providing nationally recognised qualifications and practical skills to succeed.

Qualification

Level 2 Customer Service Practitioner Apprenticeship (IMI). Duration: 12 months + 12 weeks for End Point Assessment (EPA). Covers workplace competence, technical knowledge, and OTJ learning. Completion provides a nationally recognised qualification and a clear route into automotive service careers.

Salary

Pay is set by the employing dealership. All apprentices are paid at least the Apprenticeship Minimum Wage, with opportunities for progression as skills develop.

Entry Requirements

• Aged 16+
• GCSE (or equivalent) grade A–C / 9–4 in Maths and English (Predicted grades are accepted, provided the final results meet the required standards).
• Strong interest in vehicle service and customer support.
• Excellent problem-solving skills and attention to detail.
• Ability to work independently and as part of a team.
• Strong communication and interpersonal skills.
• Willingness to follow instructions and learn from experienced colleagues.
• Basic IT skills for documentation and communication.
• Working towards or holding a valid driving licence.

About Calex UK

Calex UK is the official apprenticeship recruitment and training partner to Mazda in the UK. They deliver high-quality, employer-led apprenticeship programmes aligned to IMI standards. Barriers to learning can be caused by many different difficulties including learning, physical, social, emotional, and mental health, as well as language and communication difficulties. Calex UK is an inclusive and supportive provider, with a dedicated team that will provide advice and guidance to all learners and to assess any reasonable adjustments required. Calex UK is committed to actively promoting equality of opportunity to ensure that all learners reach their full learning potential and achieve success during their learning journey. If you require any adjustments to access the application process or to discuss this in more detail, please contact us.

Recruitment Process

Applications are assessed against entry and qualification requirements. Suitable applicants will receive further information by email. If you do not hear back within 5 working days, please assume your application has been unsuccessful. Applicants must provide evidence of qualifications (GCSEs / Functional Skills). For support, adjustments, or application queries, please contact: apprenticeships@calexuk.com.