Customer Service Practitioner Apprentice

ENERGY MADE SIMPLE LIMITED

Hartlepool (TS27 4SU)

Closes on Tuesday 30 September 2025

Posted on 31 July 2025

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Summary

Northern Skills are recruiting on behalf of Energy Made Simple who are looking for a hardworking, motivated and enthusiastic candidate to join their team. During the course of this apprenticeship, you will be learning the role of a customer service practitioner while also gaining a qualification.

Wage

£11,778 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

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Training course
Customer service practitioner (level 2)
Hours
Monday to Thursday - 9.00 am – 5.00 pm Friday - 8.30 am to 4.30 pm

30 hours a week

Start date

Tuesday 14 October 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

• Act as the first point of contact for inbound client queries via phone, email, and live chat.
• Support customers with energy contract queries, billing issues, and supplier communications.
• Manage the onboarding process for new clients, including meter registrations and data collection.
• Liaise with energy suppliers to resolve customer issues quickly and effectively.
• Track contract renewals and proactively notify clients of upcoming deadlines.
• Update and maintain accurate customer records
• Escalate complex issues to relevant departments (e.g., Operations, Sales, or Compliance).
• Work closely with Account Managers and Sales teams to deliver outstanding service.
• Provide administrative support, including producing reports and managing documentation.
• Contribute to service improvement initiatives and suggest process
enhancements.

Where you'll work

The Old Brewery
Castle Eden
Hartlepool
TS27 4SU

Training

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

Training provider

MIDDLESBROUGH COLLEGE

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

  • Day release at Middlesbrough College
  • Customer Service Practitioner Level 2 
  • Functional Skills in English and maths if required

Requirements

Essential qualifications

GCSE in:

Maths and English (grade Grade 3)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

  • Communication skills
  • Attention to detail
  • Organisation skills
  • Customer care skills
  • Presentation skills
  • Administrative skills
  • Team working

About this employer

At Energy Made Simple, we specialize in simplifying energy management for businesses of all sizes. As a trusted energy broker, we help companies reduce costs, improve energy efficiency, and manage energy contracts with ease.

https://energymadesimple.co.uk/ (opens in new tab)

After this apprenticeship

  • Depending on the circumstances of the business, upon completion of the apprenticeship programme, there could be a potential position of employment available.

Ask a question

The contact for this apprenticeship is:

MIDDLESBROUGH COLLEGE

The reference code for this apprenticeship is VAC1000334928.

Apply now

Closes on Tuesday 30 September 2025

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