Client Operations Apprentice

Position Summary

Odunela Group is recruiting a Client Operations Apprentice to learn and support customer enquiries, onboarding administration, request logging, complaints records and service operations. This role is suitable for a polite, organised and responsible secondary-school leaver who wishes to develop a career in customer operations, administration or business services.

What you will learn

The apprentice will learn how to:

1. receive and record customer enquiries;
2. support onboarding;
3. communicate using approved templates;
4. maintain request and complaint records;
5. organise appointments and service documents;
6. protect customer information;
7. identify matters requiring escalation;
8. support service testing and operational rehearsals;
9. provide professional administrative service.

Principal Responsibilities

Under supervision, the apprentice will:

1. receive and record customer requests;
2. check whether onboarding documents are complete;
3. schedule approved appointments or follow-up actions;
4. prepare approved customer messages;
5. update service-request records;
6. maintain complaint and escalation logs;
7. organise customer and pilot files;
8. support service-readiness exercises;
9. record recurring customer questions;
10. identify unauthorised promises or misleading statements;
11. escalate difficult or sensitive matters;
12. maintain confidentiality;
13. support customer-service reports.

Essential Requirements

Applicants must demonstrate:

1. WAEC, NECO or equivalent qualification;
2. clear spoken and written English;
3. polite and professional communication;
4. good organisation;
5. patience and customer-service awareness;
6. basic computer or smartphone competence;
7. confidentiality;
8. problem-solving attitude;
9. ability to follow scripts and escalation procedures.

Desirable Attributes

1. school, retail, hospitality, church or community customer-service experience;
2. interest in business administration, communications or customer experience;
3. experience organising appointments or enquiries;
4. additional Nigerian-language ability.

Possible career progression

1. Senior Client Operations Apprentice;
2. Client Services Assistant;
3. Customer Onboarding Assistant;
4. Operations Administration Assistant;
5. Associate Client Operations Officer;
6. future study in business administration, operations, communications or customer experience.

Application Requirements

Applicants must submit through the Odunela Group career portal:

1. A current CV.
2. WAEC, NECO or equivalent result.
3. A short Cover Letter explaining:
4. why the applicant wants an apprenticeship;
5. why the chosen apprenticeship position;
6. what the applicant hopes to learn;
7. any relevant school, volunteer, community or practical experience;
8. Contact details for two referees provided in the CV, such as:
9. a teacher;
10. school principal;
11. religious or community leader;
12. former employer;
13. another responsible adult who is not an immediate family member;
14. Confirmation clearly stated in the CV that the applicant:
15. is at least 18 years old;
16. can work onsite in Lagos;
17. is willing to undertake full-time work and structured learning;
18. is willing to complete aptitude tests and a practical assessment.

Selection Process

The existing Odunela ERP Recruitment ATS will be used.

The process will include:

1. Application and secondary-school qualification check.
2. Literacy, numeracy and basic digital aptitude assessment.
3. Role-specific practical work sample.
4. Structured interview.
5. Identity and reference verification.
6. Confidentiality and acceptable-use agreement.
7. Conditional apprenticeship offer.

The approved assessment weighting is:

An unacceptable integrity or confidentiality result will disqualify an applicant regardless of the total score.

Equal Opportunity Policy

Odunela Group will assess applicants according to:

1. learning potential;
2. honesty;
3. reliability;
4. accuracy;
5. willingness to accept supervision;
6. practical aptitude;
7. suitability for the selected pathway.

Applicants will not be disadvantaged merely because they lack university education or previous formal employment.