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- Tasks: Join our Customer Experience team to deliver exceptional service and resolve customer issues.
- Company: Royal Mail connects communities, delivering trusted postal services across the UK.
- Benefits: Enjoy generous leave, discounts, mental health support, and top-tier training opportunities.
- Why this job: Kickstart your career with a nationally recognised qualification in a supportive environment.
- Qualifications: No experience needed; just a passion for helping people and basic computer skills.
- Other info: Flexible shifts and a dedicated mentor to guide your growth.
Social network you want to login/join with:
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Client:
Royal mail
Location:
Sunderland, United Kingdom
Job Category:
Other
–
EU work permit required:
Yes
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Job Reference:
1f5abc514697
Job Views:
7
Posted:
20.08.2025
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Job Description:
Kickstart Your Career with a Customer Experience Apprenticeship!
Shift Patterns
Months 1 – 6: Monday – Friday, 9am – 5pm
Months 7 – 9: Monday – Friday, 9am – 5pm plus working 1 in 4 Saturdays
Months 10 – 16: Monday – Friday, working shifts between 8am – 6:30pm plus working 1 in 4 Saturdays
Month 17 Onwards: Working shifts between 8am and 6:30pm, Monday to Sunday (working 5 days out of 7)
Are you ready to take your first step into the world of customer service with one of the UK’s most trusted delivery companies? Our Customer Experience team is looking for enthusiastic and motivated individuals to join us asCustomer Service Practitioner Apprenticesat our Doxford Contact Centre in Sunderland.
This is more than just a job—it’s a chance to build a career, gain a nationally recognised qualification, and make a real impact on our customers’ experience.
What You’ll Gain
Through theLevel 2 Customer Service Practitioner Apprenticeship, you’ll:
- Learn how to deliver exceptional customer service
- Develop skills in handling orders, payments, complaints, and providing guidance
- Build confidence in managing customer relationships and resolving conflicts
- Gain valuable experience in a fast-paced, supportive environment
What You’ll Do
As part of your role, you’ll:
- Complete all tasks required by the apprenticeship programme
- Provide a first-class customer experience across various channels
- Take ownership of customer issues and see them through to resolution
- Work proactively to anticipate customer needs
- Be a key part of a high-performing customer service team
Who We’re Looking For
This is an entry-level opportunity—no prior experience needed! We’re looking for individuals who are:
- Passionate about helping people and solving problems
- Great communicators with basic computer skills
- Eager to learn and grow in a customer-focused environment
- Reliable, flexible, and ready to work varied shifts
Eligibility:
You must have achieved Level 1 (Grade G-D / 1-3) in English and Maths and have taken Level 2 (Grade C / 4 or higher) tests before completing the apprenticeship.
What You’ll Get
- Time to recharge: Generous annual leave (including bank holidays) + the option to buy more
- Support that grows with you: Dedicated mentor, career coaching, and a tight-knit graduate community
- Top-tier leadership training: Workshops, mentoring, and hands-on learning
- Wellbeing matters: Access to mental health support, healthcare apps, and more
- Perks you’ll love: Discounts on food, travel, days out, and more — plus a great pension and recognition schemes
Next Steps
Once you apply, you’ll receive an email with online assessments—complete them within72 hoursto move forward. If you don’t see the email, check your junk/spam folder or log into your Royal Mail account.
Ready to deliver a first-class experience? Apply now and start your journey with us!
About Us
At Royal Mail we connect companies, customers and communities across the country, delivering a ‘one-price-goes-anywhere’, universal postal service to more than 30 million addresses. As one of the UK’s leading companies, we are focused on being recognised as the best delivery company in the UK and across Europe.
Trust is the foundation of Royal Mail. We aim to be transparent about the qualities we seek and what a career with us entails, building trust from the start of your journey with us. Your interview is the first step, and we want you to shine. To help you prepare, we’ll provide your interview questions in advance, so you can have your best examples ready. At Royal Mail Group, we value trust and our people.
Royal Mail Group is committed to inclusion and representing the diverse communities we serve. We welcome applications from all individuals. As a proud Gold signatory to the Armed Forces Covenant, we especially encourage applications from the Armed Forces community, including cadet instructors and spouses/partners.
We are committed to ensuring an inclusive recruitment process. If you require any adjustments to support you during the hiring process, please discuss these with your recruiter when contacted.
For more information on Royal Mail Group and our values please click here:https://www.internationaldistributionsservices.com/en/about-us/
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Customer Experience Apprentice employer: Royal Mail
Contact Detail:
Royal Mail Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Apprentice
✨Tip Number 1
Familiarise yourself with Royal Mail's values and mission. Understanding their commitment to customer service and community will help you align your answers during the interview, showcasing that you're a great fit for their culture.
✨Tip Number 2
Prepare for the online assessments by practising common customer service scenarios. Think about how you would handle various customer interactions, as this will help you demonstrate your problem-solving skills effectively.
✨Tip Number 3
Show enthusiasm for learning and growth. During your interview, express your eagerness to develop your skills in customer service and how you plan to take advantage of the training opportunities offered by Royal Mail.
✨Tip Number 4
Be ready to discuss your flexibility and reliability. Since the role involves varied shifts, emphasising your willingness to adapt and your commitment to being a dependable team member will make you stand out.
We think you need these skills to ace Customer Experience Apprentice
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand what Royal Mail is looking for in a Customer Experience Apprentice. Highlight key responsibilities and required skills in your application.
Tailor Your CV: Make sure your CV reflects your enthusiasm for customer service. Include any relevant experiences, even if they are not directly related, that demonstrate your communication skills and problem-solving abilities.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for helping people and your eagerness to learn. Use specific examples to illustrate how you meet the qualifications outlined in the job description.
Prepare for Online Assessments: Once you apply, be ready to complete online assessments within 72 hours. Familiarise yourself with common assessment types and practice your skills to ensure you perform well.
How to prepare for a job interview at Royal Mail
✨Research Royal Mail
Before your interview, take some time to learn about Royal Mail's history, values, and services. Understanding their mission will help you align your answers with what they stand for, showing that you're genuinely interested in the company.
✨Prepare Your Examples
Since Royal Mail provides interview questions in advance, use this opportunity to prepare specific examples from your past experiences that demonstrate your customer service skills, problem-solving abilities, and teamwork. Tailor your responses to reflect the qualities they value.
✨Show Enthusiasm
During the interview, express your passion for helping people and your eagerness to learn. A positive attitude can make a significant difference, especially in a customer-focused role like this one.
✨Ask Thoughtful Questions
At the end of the interview, be ready to ask insightful questions about the apprenticeship programme, team dynamics, or growth opportunities within Royal Mail. This shows your interest in the role and helps you assess if it's the right fit for you.
