Customer Experience Apprentice

Provide direct support to customers via phone, email, and online channels, responding to enquiries, requests, and complaints in a professional manner. Learn to manage and progress warranty claims, spare parts requests, and repair/workshop cases under supervision. Record and update customer interactions accurately in internal CRM systems and portals. Assist in monitoring service levels for retailer partners and help contribute to maintaining a high standard of service. Support the Customer Experience Team with administrative tasks, reports, and day-to-day operations. Participate in training and development sessions as part of the apprenticeship, including self-study, on-the-job learning, and formal training (20% of working hours). Observe and learn best practices for customer service, using customer insights to support improvements in processes and performance. Support the implementation and familiarisation with tools such as the AI Operator–led 1st Line Support system. Actively develop professional skills, behaviours, and knowledge in line with the Customer Service Specialist apprenticeship standards.

Training:

Training will be delivered by the Heart of Yorkshire Education Group. Learning will take place in the workplace. 

Training Outcome:

Opportunity to become a permanent member of staff with career development within the Customer Experience Team.

Employer Description:

Sumec UK is a specialised company dedicated to advanced product development, industrial design, and supply of home and garden solutions. As part of the Sumec Group of Companies and a direct subsidiary of Sumec Hardware and Tools Co., Ltd, we combine global expertise with a strong local presence.

 

Our head office, established in January 2011 in the south of York, houses our R&D, product design, sales, marketing, and after-sales teams, ensuring close support for our retail partners and direct warranty assistance for end users. We specialise in innovative garden and power tools, including robotic and advanced lawnmowers, pressure washers, trimmers, and chainsaws.

 

Our flagship brand, Yard Force, represents an exciting and technologically advanced range of products designed for home and garden use, delivering quality, innovation, and reliability for every customer.

 

Working Hours :
Mon-Fri. 09:00 to 17:00 with 30min lunch break.

Skills:
Communication skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Administrative skills,Team working,Patience