Location – Belmont Business Park in Durham

Join Us at The Fed!
The Federation of Independent Retailers (The Fed) is Europe’s largest independent retail trade organisation, representing approximately 12,000 independent retail stores and 9,500 individual members across the United Kingdom and Republic of Ireland. We are dedicated to supporting independent retailers by providing resources, advocating on their behalf, and offering exclusive benefits to our members. As an organisation, we strive to make business easier for our members, helping them save money, increase profits, and access valuable services. By joining The Fed, you will become part of a dynamic team focused on improving the livelihoods of independent retailers and shaping the future of the retail industry.

Who We Are
The Fed is a leading trade organisation that works to support and promote the interests of independent retailers across the UK and Ireland. With a membership base of thousands of retailers, we provide essential services and guidance to help members thrive in a competitive marketplace. Our mission is to make it easier for independent retailers to do business, save money, and succeed through tailored support, exclusive deals, and expert advice.

Our Vision
We aim to be the go-to resource for independent retailers, ensuring they have the tools, knowledge, and support they need to run successful businesses. Our vision is to empower independent retailers, foster a strong retail community, and champion the interests of our members.

Vacancy Summary

Vacancy Title – Customer Service Apprentice
Apprenticeship Summary
As a Customer Service Apprentice at The Fed, you will engage with existing and potential members to provide high-quality support, answer queries, resolve complaints, and promote the benefits of membership. This apprenticeship will allow you to gain valuable skills and experience in customer service, while contributing to the organisation’s efforts to enhance the experiences of our members. You will be trained in using our internal CRM system, learning how to solve problems efficiently, and assisting in the recruitment of new members.

Job Description

• Provide excellent customer service to The Fed members, resolving concerns and complaints effectively.
• Use internal CRM system to keep members and stakeholders updated on progress.
• Identify opportunities to recruit non-members and retain existing members.
• Act as the first point of contact for members, liaising with suppliers to find mutually agreeable solutions.
• Conduct follow-up calls to ensure members are satisfied with resolutions.
• Actively promote membership benefits to ensure members get the most from their association with The Fed.
• Take ownership of personal development with support from the Contact Centre Team Leader and Manager.

Apprenticeship Standard Details

• Level: 2
• Delivery Model: Workplace
• Apprenticeship Duration: 12 months
• Closing Date: ASAP
• Paid Working Hours: 37.5 hours per week (includes breaks/lunch)

Skills & Qualifications

Skills Required

• Proficient in ICT (Word, Excel, PowerPoint)
• Strong attention to detail
• Excellent written and verbal communication skills
• Curiosity and a willingness to learn and develop within the organisation

Qualifications Required

• GCSE or equivalent in English & Maths (minimum pass)

Future Prospects

• Opportunity to progress into a full-time role with The Fed after completing the apprenticeship (subject to vacancy).
• Possibility of further education or training within The Fed at a higher level.

Other Considerations

• The contact centre operates from 07:00–17:00, and while starting at 07:00 is not mandatory, it is advantageous.
• Some weekend and bank holiday work on a rota basis will be required, as our contact centre operates 364 days per year.

Notes for Recruitment

We are looking for someone who:

• Works well in a team but is also confident working independently.
• Has a natural curiosity and a desire to learn and grow within the organisation.
• Finds fulfilment in helping others and is eager to make a positive impact through their role.

Main Contact
Andrew Williamson (Contact Centre Manager)

How to Apply
For further information or to apply for this role, please contact The Fed at:
Email: contactus@nfrn.org.uk
Phone: 0207 017 8880