Customer Service Apprentice

Are you looking for your first step into a professional career?

Do you enjoy helping people, solving problems and learning new skills?

If so, our Customer Service Adviser Apprenticeship could be the perfect opportunity for you.

Join one of the UK's top-performing water and sewerage companies and begin your career with a team that's passionate about delivering excellent customer service. Based at our Operations Centre in Bath, you'll be part of a friendly and supportive Customer Contact team, helping customers every day and making a real difference when they need us most.

No two days are the same. You'll handle a variety of inbound customer calls, answer questions, resolve queries and work with colleagues across the business to find the best solutions. Along the way, you'll develop valuable communication, problem-solving and customer service skills that will benefit you throughout your career.

This role will involve:

• helping customers with general enquiries and requests
• investigating and resolving customer concerns
• responding to customer feedback
• working with different teams to find solutions
• providing information about services and support available
• delivering a positive customer experience on every interaction.

As an apprentice, you'll receive full training, support and mentoring from experienced colleagues. We'll teach you everything you need to know, from using our systems and processes to building confidence when speaking with customers and solving problems effectively.

As we're here for our customers 24/7, our team works a variety of shifts across weekdays, weekends and bank holidays. You'll work a rota pattern and always know your shifts 6 months in advance, giving you plenty of time to plan around work.

We also operate a standby rota across the wider team. Once fully trained, this may involve occasional standby cover, averaging around one standby shift per month.

Shift patterns include:

• Monday to Friday: 07:30 – 16:00, 08:00 – 16:30, 08:30 – 17:00, 09:30 – 18:00, 11:30 – 20:00, 13:30 – 22:00.
• Saturday to Sunday: 08:00 – 16:30, 09:30 – 13:30, 11:30 – 20:00
• Bank Holidays: 08:00 – 16:30, 09:30 – 18:00

In addition to this, we operate a standby rota across the wider team, which will mean the occasional standby availability that works out on average to 1 standby per month.

Standby hours include:

• Monday to Friday: 18:00 – 08:00
• Weekends and Bank Holidays: 08:00 – 08:00

You will need:

• excellent communication skills and confidence speaking with a wide range of people on the telephone
• a positive, customer-focused attitude with a genuine desire to help others
• problem-solving skills and a practical approach to finding solutions
• resilience and adaptability when handling challenging situations
• good organisation skills and the ability to manage different tasks and priorities
• team working skills and reliability, with a professional approach to supporting colleagues and customers.

No previous experience or industry knowledge is required. Full training will be provided.

We're looking for enthusiastic individuals with the right attitude, strong people skills, passion to help others and a willingness to learn and grow within the business.

Apprentice standard title

Customer Service Practitioner, Level 2.

Apprenticeship duration

The apprenticeship will take a minimum of 13 months to complete but can be up to 15 months depending on ability and previous skills and knowledge.

On completion of this apprenticeship, you will hold Customer Service Practitioner, Level 2.

Training provision

Training will be delivered by Weston College, including virtual seminars and lectures.

The apprenticeship will deliver a training programme of the following skills, knowledge and behaviours:

• understand in…