Customer Service Practitioner Apprentice

ECOLAB MANUFACTURING UK LIMITED

Hampshire (SP10 3TS)

Closes on Monday 30 March 2026

Posted on 19 January 2026

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Summary

The Customer Service role will primarily be responsible for providing a high-level office-based point of contact for our customers in the UK and Ireland and our European Distributor network, as well as supporting the UKIE sales team.

Wage

£14,722.50 to £23,809.50, depending on your age

National Minimum Wage

Check minimum wage rates (opens in new tab)

Weekly Wage: National Minimum Wage plus 3% (for benefits)

Training course
Customer service practitioner (level 2)
Hours
Monday to Thursday 8.30 – 17:00 (45min Lunch). Friday 8.30 – 15:45 (45min Lunch).

37 hours 30 minutes a week

Start date

Wednesday 1 April 2026

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

The Customer Service Specialist will be responsible for a list of key accounts.

Key account support:

  • Work closely with UK & EU commercial teams and key contacts to provide seamless customer service experience for all interactions for a united, world-class team
  • Ensure that all enquiries are handled effectively, in a timely manner, and that the customer is kept informed as their query progresses, and that it is fully resolved to their satisfaction
  • Work with the technical support advisors in the teams, plus the scheduler, to ensure that service levels are met in line with contractual obligations

There are three key areas covered by the Customer Service supporting all customers:

Quotes, Orders, and part requests

Ensure that all quotes and orders are processed accurately and in a timely manner for spares, engineer work, and consumable items, assist customers with returns, ensure customers are kept up to date with delays to orders, liaise with customers to manage paperwork to enable orders to be dispatched smoothly

Non-conformance reporting (NCR)

  • Log all NCRs and track the progress of the issue to keep the customer updated with the situation at regular intervals, providing final responses and reports to show their NCR has been resolved
  • Work with the whole UK Customer Service team to ensure NCRs are resolved within KPI timescales

Other typical duties include:

  • Carry out customer satisfaction surveys
  • Adhering to the team's key performance indicator goals and helping the whole team to meet these goals
  • Provide feedback on processes to drive continuous improvement
  • Working with our production team to ensure parts are correctly dispatched/returned as appropriate, relating to technical requests and returns for repair

Where you'll work

Plot 52
Royce Close
Andover
Hampshire
SP10 3TS

Training

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

Training provider

BASINGSTOKE COLLEGE OF TECHNOLOGY

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

The qualification is delivered in the workplace using real examples from the apprentice’s daily work. The apprentice will benefit from excellent coaching from our highly skilled assessors, who will work closely with you to ensure the skills being developed reflect your requirements.

Requirements

Essential qualifications

GCSE in:

  • English (grade 4 / C or above)
  • Maths (grade 4 / C or above)

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
  • Number skills
  • Logical
  • Team working
  • Initiative
  • multiple work streams
  • Time scales and deadlines met
  • Tenacity and positivity
  • Excel and Word
  • Prioritise your own workload
  • Resilient

About this employer

Bioquell is a bio-decontamination technology developed by Ecolab, specialising in the design and manufacture of systems and services for the life sciences, pharmaceutical and healthcare industries. It utilises Hydrogen Peroxide Vapour to eliminate a wide range of biological contaminants, including bacteria, viruses, fungi and spores, ensuring safe and efficient work environments. Bioquell’ s solutions are widely used in hospitals, pharmaceutical and manufacturing plants and labs to reduce microbial contamination risks and meet regulatory standards.

After this apprenticeship

Successful completion of this apprenticeship will allow you to progress to further apprenticeships. 

Ask a question

The contact for this apprenticeship is:

BASINGSTOKE COLLEGE OF TECHNOLOGY

The reference code for this apprenticeship is VAC2000008697.

Apply now

Closes on Monday 30 March 2026