Customer Service Advisor Apprenticeship

Stellantis Apprenticeships; Folkestone; On-site; GBP 8,265 - 12,398; Full time

Benefits offered by this job

Paid training

IMI Level 2 Apprenticeship

Job summary

Wilmoths Citroen Folkestone offers an IMI-Approved Level 2 Service Advisor Apprenticeship combining paid employment with nationally recognised training.

You'll work alongside experienced staff to develop customer service, service coordination, and vehicle maintenance communication skills while travelling to The Performance Academy in Coventry for block release training and earning while you learn.

Qualifications

• Gives evidence of ability to perform customer service tasks and coordinate service activities.
• Demonstrates strong communication and interpersonal skills.
• Shows problem solving and attention to detail in a service-advisor context.

Responsibilities

• Assist customers in scheduling service appointments and providing service information.
• Greet customers professionally to ensure a positive experience.
• Coordinate between customers and technicians regarding vehicle concerns and timescales.
• Interpret maintenance schedules and estimates to provide recommendations.
• Input service orders and maintain customer records using computer systems.

Skills

Customer service

Communication

Teamwork

Attention to detail

Problem solving

Education

Level 2 Customer Service Practitioner Apprenticeship (IMI)

Job description

IMI-Approved Apprenticeship – Level 2 Employer: Wilmoths Location: Folkestone (travel required for training)

Wilmoths Citroen Folkestone 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‑Job (OTJ) learning, delivered via online classrooms, face‑to‑face sessions, and block release training at The Performance Academy, Coventry.

Training & Time Away From Home

• Apprentices are employed directly by Wilmoths dealership
• Training includes week‑long block release, requiring travel and overnight stays away from home at The Performance Academy, Coventry
• 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 Stellantis dealership. All apprentices are paid at least the Apprenticeship Minimum Wage, with opportunities for progression as skills develop. https://www.gov.uk/national-minimum-wage-rates

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 Stellantis 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). Please note that we are unable to accept any documents other than official certificates.

For support, adjustments, or application queries, please contact: [e-mail]