Customer Service Assistant Apprentice in Maldon

The role is for a customer service assistant to help deal with patient queries at a busy online pharmacy. The selected candidate will join an existing team of customer service personnel and aid with processing queries, refunds and returns, and customer reviews.

Wage: £16,640 for your first year, then could increase depending on your age. National Minimum Wage rate for apprentices.

Hours: Monday to Friday, 9.00am - 5.00pm. With half an hour break (paid), can take a further half an hour break (unpaid). 40 hours a week.

Duration: 1 year.

What you'll do at work:

• Process email, social media and live chat queries.
• Make accurate contemporaneous notes.
• Process customer refunds and returns and any shipping issues.
• Escalate clinical queries to our clinical team.
• Aid with improving marketing with our marketing from issues picked up from customers.

Where you'll work: K2 Beckingham Business Park, Beckingham Street, Tolleshunt Major, Maldon CM9 8LZ.

Training: Apprenticeships include time away from working for specialist training. You'll study to gain professional knowledge and skills.

Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations, and achieves positive engagement and delivery.

Depending on your job role and work environment:

• Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications.
• Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
• Use an appropriate 'tone of voice' in all communications, including written and digital, that reflect the organisation’s brand.

Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation. Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines. Demonstrate patience and calmness. Show you understand the customer’s point of view. Use appropriate sign-posting or resolution to meet your customers' needs and manage expectations.

The apprentice will be working towards the Customer Service Practitioner Level 2 Apprenticeship Standard delivered in the workplace via online training with Colchester Institute.

Requirements:

• GCSE in maths and English (grade A*-C/9-4).
• Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills: Customer care skills.

Other requirements: Applicants will need to have an adequate way of travelling to and from work as we are far from any public transport links (Car or motorcycle preferred).

About this employer: SimplyMeds Online Pharmacy was started in 2015 as a family run business by two experienced healthcare professionals, that were looking to innovate to improve access to medicines. We have the aim to be the best provider of simple, reliable and affordable private healthcare online without compromising on patient care. We are UK based (Essex) with UK prescribers; we do not outsource our prescribing. In fact, our main prescriber is in house, one of our pharmacists.

The contact for this apprenticeship is: COLCHESTER INSTITUTE 01206712043. The reference code for this apprenticeship is VAC2000042730. Closes on Saturday 29 August 2026.