Customer Service Apprentice
AMEY SERVICES LIMITED
Ecclesfield Depot, (S35 9YR)
Closes in 30 days (Friday 6 March 2026)
Posted on 3 February 2026
Contents
Summary
We are excited to offer a fantastic opportunity for a Customer Service Apprentice to join our Sheffield Local Authority account based in Sheffield.
- Wage
-
£25,536 a year
- Training course
- Customer service practitioner (level 2)
- Hours
-
Monday - Friday between 8:00am - 4.30pm.
40 hours a week
- Start date
-
Tuesday 1 September 2026
- Duration
-
1 year 3 months
- Positions available
-
2
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you'll do at work
The main purpose of the Customer Service Operator is to deliver effective and efficient customer-facing services, by processing maintenance, undertaking compliance-related tasks and resolving customer requests/queries/complaints.
- Management for all customer queries/requests/complaints received in Customer Services from Amey employees, clients and contractors.
- Answering high volumes of calls within agreed targets for each contract.
- Ensuring excellent levels of customer service and service delivery are maintained and exceeded.
- Process calls, e-mail, and web requests via Amey’s chosen software.
- Job ownership of all processed requests through to completion. This will include progress chasing and liaison with clients and on-site staff.
- Escalating customer requests / queries / complaints as appropriate.
- Understanding relevant contract response times and Service Level Agreements in the transacting of customer queries/requests/complaints.
General Customer service activities
- General Administration tasks that are required for normal functioning and out of scope projects for Customer Services.
- Completion of all shift responsibilities, such as, monitoring of web events, e-mail events, and external web applications systems and running of daily/weekly/monthly reports.
- Demonstrate confidence in daily responsibilities and system use for existing and new clients.
- Proactively following up to see cases through to completion, and making proactive outbound telephone calls.
- Ensuring a high level of attention to detail in all work tasks, i.e., cases, reports, requests.
- Adhering to Amey company policy and Customer Services processes.
- Record and report any ‘non-compliance’ issues to a Team Leader/Manager as soon as practicable.
- To provide regular management information reports as and when required.
- Assist in the delivery of targeted Customer Services training to new employees as and when required.
- Assistance in the creation and analysis of performance/improvement reports, to be sent to the Customer Services Manager at the end of each month.
- Scheduling responsive and planned appointments for field-based operatives across the business.
Where you'll work
Ecclesfield Depot,
S35 9YR
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
MBKB LTD
Training course
Customer service practitioner (level 2)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
- Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
- Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
- Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
- Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
- Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
- Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
- Demonstrate patience and calmness.
- Show you understand the customer’s point of view.
- Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
- Maintain informative communication during service recovery.
Training schedule
As part of your apprenticeship, you will be enroled onto a Customer Service Practitioner level 2 apprenticeship which will take approximately 15 months to complete. You will be fully supported by our partnered college to achieve this qualification, having 1-2-1 advice and support, e-learning materials, and a whole team of experts on hand for advice and technical knowledge at your office.
Requirements
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Presentation skills
- Administrative skills
- Analytical skills
- Logical
- Team working
- Creative
- Initiative
- Non judgemental
- Patience
Other requirements
If you do not have GCSE/functional skills qualifications, you must achieve a minimum of entry level 3 in Maths and English during initial assessment.
Full UK driving licence.
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 will be required to undergo random drug and alcohol testing in line with our commitment to maintaining a safe and compliant working environment.
About this employer
Amey is a leading infrastructure services and engineering company. Our 11,000 people are behind the critical services the country relies on every day and we each take personal pride in our public service. Our unique engineering and operations experience, together with data driven insight from our consulting business, delivers better results for our clients. We are trusted partners of Government – both national and local – managing assets and complex projects that are vital to the country.
http://amey.co.uk (opens in new tab)
Disability Confident
A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.
You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.
After this apprenticeship
Throughout your programme, you will receive first-class mentoring and a structured learning and development programme to enable your professional and personal development.
Ask a question
The contact for this apprenticeship is:
MBKB LTD
The reference code for this apprenticeship is VAC1000344789.
Apply now
Closes in 30 days (Friday 6 March 2026)
After signing in, you’ll apply for this apprenticeship on the company's website.