Customer Service Apprentice

Countrystyle Recycling Ltd; Sittingbourne; On-site; GBP 12,000 - 16,000; Full time

Benefits offered by this job

Life Insurance with GP24 access

Employee Assistance Programme

Company Events

Job summary

Countrystyle Recycling Ltd in Sittingbourne is recruiting a Customer Service Apprentice to join the Commercial team. You will work towards a Level 3 Customer Service Specialist qualification and gain hands-on experience managing customer relationships, resolving queries and supporting service improvements.

The role offers an apprenticeship path within the recycling and waste management sector, with learning across Operations, Finance and Transport, and a focus on customer service excellence.

Qualifications

• Strong communication skills and ability to listen and ask questions.

Responsibilities

• Be the first point of contact for commercial customers via phone, email and other channels.
• Refer or escalate complex queries for timely resolution.
• Build and maintain relationships with commercial customers and manage expectations.
• Gather and analyse customer feedback to drive service improvements.
• Log and track interactions using the CRM and digital tools.
• Apply relevant legislation and company policy to service delivery.
• Support colleagues with best practices and teamwork.
• Coordinate with Operations, Finance and Transport to resolve issues end-to-end.
• Prepare customer reports, reviews and account activities.
• Participate in Level 3 Customer Service Specialist Apprenticeship learning.

Skills

Verbal and written communication

Active listening

Calm under pressure

Organisation and time management

Independent and team work

MS Office

Customer-facing experience

Handling customer queries

GCSE English & Maths

16+ eligibility

Tools

CRM systems

Job description

Job Title: Customer Service Apprentice

Location: Ridham Dock Road, Sittingbourne, Kent, ME9 8SR

Salary: Salary in line with the government apprenticeship wage requirements

Job Type: Permanent, Full time

Working Hours: Monday to Friday

About Us:

Countrystyle is a member of the family-owned Heathcote Holdings Group of resource management companies and as a family run business our people and customers are at the heart of our growth and drive for passion for solution focused service.

About the role:

Countrystyle Recycling Ltd is looking to recruit a motivated and customer-focused individual to join our Commercial team as a Customer Service Apprentice. Working towards a nationally recognised Level 3 Customer Service Specialist qualification, the successful candidate will gain hands‑on experience managing customer relationships, resolving queries and supporting continuous service improvement across our commercial operations. This is an excellent opportunity for someone looking to build a career in customer service and commercial account management within the recycling and waste management sector.

Responsibilities:

• Serve as a first point of contact for commercial customers, handling enquiries, requests and complaints via telephone, email and other communication channels.
• Act a referral or escalation point for complex or technical customer queries, ensuring timely and professional resolution.
• Build and maintain effective relationships with commercial customers, understanding their needs and managing expectations.
• Gather and analyse customer feedback and data to support continuous service improvements.
• Use the company's CRM system and digital tools to log, track and manage customer interactions accurately.
• Apply knowledge of relevant legislation, regulation and company policy to all customer service delivery.
• Support colleagues by sharing best practice, providing coaching and contributing to a positive team environment.
• Liaise with internal departments (e.g Operations, Finance, Transport) to resolve customer issues end to end.
• Contribute to the preparation of customer reports, service reviews and account management activities.
• Undertake all learning and development activities required as part of the Level 3 Customer Service Specialist Apprenticeship.
• Carry out any other reasonable duties as directed by the Line Manager.

About you:

Essential:

• Strong verbal and written communication skills
• Good listening and questioning skills to understand customer needs
• Ability to remain calm and professional when handling complaints or complex queries.
• Strong organisational and time management skills
• Ability to work both independently and as part of a team
• Proficient in Microsoft Office (Word, Excel, Outlook)
• Some previous customer-facing experience (e.g. retail, hospitality or office-based)
• Experience handling customer queries or complaints
• GCSEs (or equivalent) in English and Maths at Grade 4/C or above (or willingness to undertake Functional Skills as part of the apprenticeship)
• Aged 16 or over and eligible to undertake an apprenticeship

Desirable:

• Experience using CRM or customer management systems
• Ability to analyse data and present findings clearly
• Understanding of the waste management or recycling sector
• Experience working in a B2B or commercial environment
• Experience working within a fast-paced, multi-tasking environment
• Experience with account management or contract-based customers
• Any customer service or business administration qualification

Benefits:

• Life Insurance with access to GP24
• Commitment to wellbeing through Employee Assistance Programme
• Company Events

Candidates with experience or relevant job titles of; Customer Service Apprentice, Customer Service, Customer Service Graduate, Customer Service Trainee may also be considered for this role