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

Please click the APPLY button to submit your CV for this role.

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