Apprentice Customer Service Advisor
Cheshire College - South & West
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Benefits offered by this job
Job summary
Rowlinson Packaging is seeking an apprentice Customer Service Advisor in Nantwich. You will spend most of your apprenticeship on-the-job, learning to handle customer inquiries, orders and account queries while developing strong communication skills.
The programme offers a Level 3 Apprenticeship in Customer Service, with on-site training at Wardle, near Nantwich, and potential GCSE/baseline requirements. The role runs 39 hours weekly, with a structured progression path.
Qualifications
- On-the-job apprenticeship with Level 3 in Customer Service.
- GCSE Maths (4/C) or equivalent required.
- Level 2 Functional Skill if GCSEs are not held.
Responsibilities
- Take calls from customers (existing and potential) and assist with product enquiries, delivery and account questions.
- Process orders and support multi-tasking in a busy customer service role.
- Communicate clearly and professionally, and seek assistance as needed from other parts of the business.
Skills
Education
Job description
Closes in 9 days (Thursday 22 October 2026 at 11:59pm)
We’re looking for a Customer Service Advisor to join a small friendly team where you won’t be treated as ‘just another number’ and the main focus is on quality of service, not quantity of calls.
Wage
£16,224 to £25,775.88, depending on your age
National Minimum Wage
Minimum wage rates (opens in new tab)
Hours Monday to Thursday, 8.00am - 5.00pm. Friday, 8.00am - 4.00pm.Including a one hour lunch break.
39 hours a week
Thursday 5 November 2026
Duration
1 year 3 months
1
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands‑on experience.
As a Customer Service Advisor for Rowlinson Packaging, you’ll take calls from customers both existing and potential and support them with product enquiries, delivery and account queries, and even order processing so the ability to manage multiple priorities in a varied customer service role is important. Strong communication skills are essential, as is the ability to work independently drawing on assistance from other parts of the business as needed.
Rowlinson Packaging Limited Green Lane Wardle
Nantwich
CW5 6BN
- Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
- Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
- Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
- Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
- Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
- Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
- Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
- Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
- Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
- Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
- Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
- Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
- Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
- Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
- Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
- Service Improvement: Make recommendations based on your findings to enable improvement
- Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
In-house training plus the candidate will follow a Level 3 Apprenticeship programme and study towards a Level 3 in Customer Service. This training will be structured and delivered online by Cheshire College - South & West. If the candidate does not hold GCSE grades A-C (9-4) or equivalent, they will be required to complete a Level 2 Functional Skill in the relevant subject.
GCSE in:
GCSE in:
Maths (grade 4/C)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
- Customer care skills
- Logical
- Initiative
- Non judgemental
Rowlinson Packaging is a long established family run firm supplying bespoke packaging solutions to major manufacturers in the UK and abroad. With 90 years of manufacturing experience our products are constructed to the highest standard and from the finest materials available. Our products range from simple pallets for bulk transport, to highly complex crates with precise internal supports to accommodate the most advanced aerospace products. We deliver on our own fleet directly to customers from our site in Wardle, near Nantwich. We take our social and environmental responsibilities very seriously in terms of Carbon Footprint and responsible forest management, and as such all timber products can be FSC certified and are approved to the most recent BS:EN standards. For further information please visit our website at: www.rowlinson.co.uk
- Competitive salary and benefits package depending on experience
- 23 days annual leave & bank holidays off
- Free tea and coffee every day
- Free on-site car-parking
- Friendly and supportive working environment
- The chance to be a part of a growing family owned business
The chance to be a part of a growing family owned business and further progression opportunities upon successful completion of the apprenticeship.
The contact for this apprenticeship is:
CHESHIRE COLLEGE - SOUTH & WEST
becky.smythe@ccsw.ac.uk
The reference code for this apprenticeship isVAC2000057318.
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