Apprentice Customer Experience Advisor

PHS HOME SOLUTIONS LIMITED

Houghton Le Spring (DH4 5RA)

Closes in 17 days (Friday 14 August 2026 at 11:59pm)

Posted on 23 July 2026

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Summary

As an Apprentice Customer Experience Advisor, you will assist the Customer Experience Team in maintaining effective communication between customers and the site team to help deliver a smooth customer journey from project start to completion.

Wage

£16,224 a year

Minimum wage rates (opens in new tab)

Training course
Customer service practitioner (level 2)
Hours
8.00am - 4.30pm with 30 minutes for lunch Friday hours slightly earlier finish 8.00am - 3.30pm. (no weekend working) Days to be confirmed.

39 hours a week

Start date

Monday 17 August 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

  • This role offers the opportunity to learn practical customer service, communication, office administration and project coordination skills while working alongside experienced team members
  • You will help ensure customers are kept informed, supported, and treated with respect throughout their home transformation journey
  • If you enjoy working with people, communicating clearly, and making a difference in communities, this trainee opportunity will help you develop valuable professional skills and experience

Where you'll work

Venter Building
Mandarin Road
Houghton Le Spring
DH4 5RA

Training

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

Training provider

CITY OF SUNDERLAND 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

  • Customer Service Level 2 Apprenticeship Standard
  • All workplace based

Requirements

Essential qualifications

GCSE in:

  • English (grade 4-9)
  • Maths (grade 4-9)

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
  • Administrative skills
  • Logical
  • Team working
  • Initiative
  • Patience
  • Positive
  • Time management
  • Willing to learn

Other requirements

· An interest in customer service or community engagement

· Experience working or volunteering with people is desirable but not essential

· Willingness to learn about social housing, construction projects, and customer experience

·Ability to drive and have access to your own vehicle is desirable.

About this employer

 

We specialise in insulation, heating and renewable energy solutions for blue chip clients, homeowners, tenants and landlords across the UK. Our clients and customers benefit from our range of expert services including installation, inspection, repair, and replacement.

After this apprenticeship

Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).

  • There may be the possibility of full time employment upon successful completion of the apprenticeship

Ask a question

The contact for this apprenticeship is:

CITY OF SUNDERLAND COLLEGE

The reference code for this apprenticeship is VAC2000044295.

Apply now

Closes in 17 days (Friday 14 August 2026 at 11:59pm)