Customer Service Apprentice

Summary

Join Watson as an Apprentice in Customer Care & Admin and help us deliver great service to our clients and their homeowners. You’ll support the team with enquiries, admin tasks, and aftercare, all while learning on the job. If you’re organised, friendly, and ready to grow with a leading homebuilder — we want to hear from you!

Wage

£18,000 a year

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Training course

Customer service specialist (level 3)

Hours

Monday to Thursday, 8.00am to 5.00pm. Friday, 8.00am to 4.00pm.

39 hours a week

Start date

Monday 4 August 2025

Duration

1 year

Positions available

1

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

Champion the customer throughout the business and be the first elevated point of contact for our clients, their customer care teams and their individual tenants
Work with our clients at the point of handovers to be available to show their neighbourhood teams how features in the homework, and aid their tenants where this is required
Receive and log defects within our Development Management System
Assign defects to in-house teams and subcontract teams, arranging appointments with tenants for these to be completed
Keep tenants informed about upcoming appointments and liaise with tenants following completion of works to ensure total satisfaction in works complete
Monitor KPI performance against specific contract requirements
Undertake day to day call handling, answering inbound phone calls and direct around the team
Work with Customer Care Manager to assign work to Customer Care Operatives and manage their work routes

Where you'll work

208-210 GREAT CLOWES STREET
SALFORD
M7 2ZS

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

College or training organisation

BURY COLLEGE

Your training course

Customer service specialist (level 3)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents

Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
Service Improvement: Make recommendations based on your findings to enable improvement
Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

Your training plan

This training plan has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

Requirements

Essential qualifications

GCSE in:

English (grade 4)
Maths (grade 4)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship 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
Team working
Patience

About this company

Watson are a family business, delivering affordable housing along with private sale and build to rent developments across Greater Manchester, Lancashire and High Peak.

http://www.watsongroup.co.uk (opens in new tab)

After this apprenticeship

Following completion of this apprenticeship you will be offered a Customer Care role.

Ask a question

The contact for this apprenticeship is:

WATSON CONSTRUCTION LIMITED

Rob Watson

hello@watson-homes.co.uk

The reference code for this apprenticeship is VAC1000325907.

Apply now

Closes on Thursday 31 July 2025

When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.

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