Commercial Apprentice

Overview

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We are excited to offer a fantastic opportunity for a
Customer Service Apprentice to join our Sheffield Local Authority account based in Sheffield.

Starting Salary: £25,536.00(Subject to review)

Location: Ecclesfield Depot, Sheffield, S35 9YR

Working hours per week: Monday - Friday 8:00 - 4:30. 40hr/week

As part of your apprenticeship, you will be enrolled onto the Customer Service Practitioner Level 2 programme, which will take approximately 15 months to complete. You will be fully supported by our partnered college through 1‑2‑1 guidance, e‑learning materials and technical support throughout your learning journey.

Join our vibrant, inclusive community in Sheffield Local Authority, working on diverse projects that make a real positive impact across the UK.

The contract has transformed 75% of the city’s roads within its first five years—improving them from some of the worst in the country to among the best. We continue to maintain this infrastructure to the improved standards.

We are improving and maintaining 1,180 miles of road, 2,050 miles of pavement, 68,000 streetlights, 36,000 highway trees, 28,000 street signs, 72,000 drainage gullies, 480 traffic signals, 18,000 items of street furniture, 2.9 million sqm of grass verges and over 600 bridges and highway structures.

The main purpose of the Customer Service Apprentice is to deliver effective and efficient customer-facing services by processing maintenance requests, managing compliance-related tasks and resolving customer queries and complaints.

• Managing customer queries, requests and complaints received from Amey employees, clients and contractors.
• Answering high volumes of calls within agreed contract targets.
• Maintaining excellent levels of customer service and service delivery.
• Processing calls, emails and web requests via Amey’s chosen software.
• Taking ownership of all requests through to completion, including progress chasing.
• Escalating customer issues as appropriate.
• Understanding contract response times and Service Level Agreements.
• Completing shift responsibilities, including monitoring web events, email events, external systems and running daily/weekly/monthly reports.
• Demonstrating confidence in systems and processes to new and existing clients.
• Making proactive outbound calls and following up cases through to completion.
• Ensuring high attention to detail in all work, including cases, reports and requests.
• Adhering to Amey policies and Customer Service processes.
• Reporting any non-compliance issues to a Team Leader or Manager.
• Providing regular management information reports as required.
• Assisting with training new employees in Customer Services.
• Supporting the creation and analysis of performance and improvement reports.
• Scheduling responsive and planned appointments for field-based operatives.

• If you do not hold GCSE/Functional Skills qualifications, you must achieve a minimum of Entry Level 3 in Maths and English during initial assessment.
• Full UK driving licence.
• Ability to multi-task in a fast-paced environment.
• Excellent interpersonal skills.
• Ability to work under pressure, meet tight deadlines and prioritise workload.
• Strong organisational skills, particularly in time and diary management.
• Applicants must be at least 18 years of age to be eligible for consideration, due to the nature of the work associated with this account.
• Please note that successful applicants must undergo random drug and alcohol testing in line with our commitment to a safe and compliant working environment.

Shortlisting will be based on submitted certificates, predicted grades or achieved qualifications. If you have issues uploading documents, please contact our People Services team.

At Amey, we work on long-term, stable contracts, allowing you to plan a long-term career with us. We have been awarded Platinum status by Investors in People, underscoring our commitment to supporting our people across every part of our organisation.

Whether you are starting your career, returning to the workplace or bringing professional…