Job Description

About Tetrad

Over 55 years ago, we took the first steps towards becoming one of the UK's finest upholstery businesses. Our expert craftsmanship and the pride we take in our beautifully handcrafted furniture, has elevated us to an industry leading position. Based in Lancashire, England, we endeavour to give our customers the most beautiful and comfortable furniture that's built to last.

All Tetrad sofas, chairs and stools are meticulously handmade with solid, engineered hardwood frames, coupled with a variety of suspension options before being covered in your choice of fine fabrics or premium hides.

Whether you are choosing modular or modern, vintage or velvet all of our collections are designed to transform your room with liveable styles and lovable comfort to create an inviting central feature in all types of rooms and spaces.

Role Purpose

As a Customer Service Level 3 Apprentice, you'll develop the skills, knowledge, and behaviours needed to deliver outstanding service to our customers. You'll work closely with internal teams across manufacturing, logistics, and quality control to ensure orders are processed efficiently and any queries or issues are resolved quickly and professionally.

You'll gain hands-on experience in a fast-paced manufacturing environment while studying towards a nationally recognised qualification - the Customer Service Specialist Level 3 Apprenticeship.

Apprenticeship Overview

Qualification:

Customer Service Specialist Level 3

Duration:

15-18 months (depending on prior experience and progression)

Training Structure:

On-the-job learning:

80% of your time working within Tetrad's customer service team.

Off-the-job learning:

20% of your time spent on training, workshops, and assignments provided by the apprenticeship training provider.

End-Point Assessment (EPA):

Includes a professional discussion, portfolio of evidence, and project presentation.
During the apprenticeship, you'll develop key skills such as communication, customer insight, problem-solving, teamwork, and commercial awareness -- preparing you for a rewarding career in customer service and business operations.

Key Responsibilities

Handle customer enquiries via phone, email, and online systems in a professional and timely manner. Support the order-to-delivery process, ensuring accurate data entry and effective communication throughout. Liaise with internal departments (Production, Logistics, and Quality Control) to resolve queries. Assist with investigating and resolving delivery or product-related issues. Update customers proactively on order progress and issue resolution. Maintain accurate records in the company's CRM and ERP systems. Learn and apply Tetrad's customer service standards and procedures. Contribute to continuous improvement initiatives within the department. Participate fully in all apprenticeship learning, reviews, and development activities.

Skills and Attributes

Excellent communication and listening skills. A proactive, positive attitude and eagerness to learn. Strong organisational and multitasking abilities. Good IT literacy (Microsoft Office and data systems). Accuracy and attention to detail. Team-oriented with a customer-first mindset. Professional, calm, and confident approach when dealing with customers.

Entry Requirements

GCSEs in English and Maths at grade 4 (C) or above (or equivalent).
(If not already achieved, you will be supported to complete these as part of the apprenticeship.)

A keen interest in customer service and the furniture/home furnishings industry.

Training and Career Progression

Upon successful completion of the apprenticeship, you'll achieve the Customer Service Specialist Level 3 qualification -- equivalent to A Level standard.
You will have the opportunity to:

Progress into a permanent Customer Service Advisor or Account Support role. Develop further within Tetrad and the wider The Belfield Group. Access continued professional development opportunities within a growing national business.
Job Types: Full-time, Permanent, Apprenticeship

Pay: From 7.55 per hour

Expected hours: 39 per week

Benefits:

Company pension Cycle to work scheme Free parking On-site parking
Work Location: In person