Customer Service Apprenticeship

Are you a friendly, enthusiastic person who loves chatting? Are you ready to learn about the world of customer service, develop valuable workplace skills, and grow your confidence in a supportive environment? Would you thrive in a workplace where your contributions are recognised, rewarded, and truly valued? If so, we have an exciting opportunity for you to join us at Moneypenny.

We’re delighted to support The Apprenticeship Academy, delivered by Coleg Cambria here in Wrexham. This apprenticeship leads to a City and Guilds Diploma in Customer Service and is a 14-month programme based at our Wrexham office, with the opportunity to be offered a permanent role at Moneypenny upon successful completion.

Throughout your apprenticeship, you will be supported by an on-site tutor from Coleg Cambria and provided with dedicated study time to help you achieve your qualification.

 

What we do:

 

We’re the leaders in outsourced calls, live chat and more, delivering brilliant conversations on behalf of businesses of all sizes. Fast-forward twenty-five years and what started as a single, dedicated PA (who’s still with us today) looking after calls for a handful of local clients, is now a 1000-strong team working across two continents from our state-of-the-art UK headquarters in Wrexham, and our US offices in Atlanta and Miami.

 

The role:

 

You’ll begin your journey with a comprehensive three-week training programme, where you’ll learn how to use our bespoke in-house call management system. You’ll gain experience handling a variety of calls and enquiries across multiple sectors, including Property, Legal, Healthcare and Finance.

As a key point of contact for our clients’ customers, you’ll answer queries professionally, manage inbound calls effectively, and accurately relay messages using our systems.

Over the course of the 14-month apprenticeship programme, you’ll follow a structured learning pathway designed to develop your knowledge, skills and confidence. During this time, you’ll become an expert in telephone answering, learn how to manage client accounts, and gain insight into the wider operations of the business and how our teams work together to deliver outstanding customer experiences.

 

What you’ll need:

 

We’re looking for someone with a positive attitude, a willingness to learn, and a passion for helping people. You’ll be supported throughout your apprenticeship, so you don’t need previous customer service experience – just the enthusiasm to develop new skills and grow your confidence.

 

You’ll also need: 

A friendly and confident telephone manner
Good communication and interpersonal skills
A caring and empathetic approach when speaking with customers
A willingness to learn how to deliver excellent customer service
The ability to stay organised and manage different tasks in a busy environment
Good problem-solving skills and a positive approach to challenges
Basic computer skills and the ability to learn new systems
A resilient attitude and confidence to adapt to different situations
GCSEs in Math’s and English at Grade 4 or above are desirable but not essential.

What’s included: 

 

As a Moneypenny PA working at our award-winning headquarters in Wrexham, you’ll enjoy a welcoming, spacious, state-of-the-art offices, plus communal spaces including a treehouse – we like to do things differently around here! You’ll also benefit from:

33 days annual leave which includes bank holidays
Mental health support (through our Employee Assistant Programme) with access to an on-site mental health counsellor
Academic support with Coleg Cambria
Access to our wellbeing room to help enhance your physical and mental wellbeing
Access to a 24/7 doctor line
Comprehensive training and where desired, long-term career progression across the business
Subsidised meals
Free on-site gym access

You’ll work 37.5 hours per week, on a rotating shift pattern which will include working one Saturday or Sunday out of every 4 weeks. Each week you’ll work set 7.5-hour days, between the hours of 8am and 6.30pm. Please note that these rotas are subject to occasional change, although plenty of notice will be given.

 

We want to hire the whole version of you: 

 

If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best!