Customer Service Apprentice

Company Overview:

The Roberts Group is a family-run business consisting of 4 brands, Polyroof, Restec, Resology and Stormcure, which innovate, develop, and manufacture cold-applied liquid waterproofing solutions for UK and global flat roofing markets. We are proud to be recognised as an Employer of Choice, reflecting our dedication to creating a workplace where people are empowered to thrive. At The Roberts Group, we know that our people are our greatest strength.

That’s why we focus on cultivating a positive, inclusive culture that supports well-being, encourages innovation, and drives collective success. We strive to ensure every team member feels appreciated, supported, and motivated to grow both personally and professionally. We are looking for an organised, proactive and customer-focused individual to join our team supporting the processing and management of customer orders. The role will involve working closely with customers and internal teams including Technical, Logistics, Purchasing, Accounts and Sales.

The successful candidate will also develop strong product knowledge and work alongside the Technical Team where orders require additional technical input.

• Process customer orders accurately and efficiently from receipt through to fulfilment, following company procedures and agreed service standards.
• Check product specifications, customer details, prices and delivery information for core and ancillary products, escalating uncertainties appropriately.
• Prepare quotations, product codes and associated order documentation with guidance where required.
• Respond professionally to customer enquiries by email and telephone, establish what the customer needs and keep clear records of actions and outcomes.
• Liaise with Technical, Logistics, Purchasing, Accounts and Sales, carrying out clear handovers so that orders progress smoothly.
• Identify missing information, potential order issues or customer concerns early and work with the appropriate colleague to resolve or elevate them.
• Use company order-processing, customer-record and other bespoke systems accurately, in line with data-protection and confidentiality requirements.
• Develop knowledge of the company’s products, systems, processes, service standards and brand expectations through workplace training.
• Support quotations for ancillary products such as insulation, green roof systems and roof lights, initially under supervision.
• Recognise appropriate opportunities for additional products or services and refer or progress them in line with company procedures and the customer’s needs.
• Support post-order and after-sales enquiries, taking ownership within agreed limits and escalating complaints or complex issues.
• Provide supporting cover for the product-training function during periods of annual leave once trained and assessed as competent.

You will be supported in completing the Level 2 Diploma in Customer Service and applying your learning in the workplace.

• Build a portfolio of workplace evidence and complete required assessments and knowledge tests.
• Agree SMART objectives, manage your workload and maintain a personal development plan with your line manager and college assessor.
• Ask for support when a task is outside your current competence or authority, particularly where technical specifications, pricing or customer commitments are involved.

As your knowledge and competence develop, there may be opportunities to:

• Take primary responsibility for agreed ancillary product quotations.
• Support the development and processing of international orders.
• Expand proactive order generation alongside the wider sales team.
• Develop deeper technical knowledge and become an important link between…