Customer Service Apprentice KONE PUBLIC LIMITED COMPANY

The main purpose of a customer service specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types. You are an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries.

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 01 Jul 2023

Apprenticeship summary

  • Annual wage


  • Working week

    Monday - Friday, 8.30am - 5.00pm

    Total hours per week: 37.5

  • Expected duration

    15 Months

  • Possible start date

    06 Sep 2023

  • Date posted

    17 Feb 2023

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    1 available

What will the apprentice be doing?

We have an exciting opportunity available for an apprentice to join our Customer Service Agent Team.

You will be the main contact point for our customers relating to their service needs or questions relating to a job in progress.

The main responsibilities for this role are:

  • To welcome customers and users, according to KONE processes and standard instruction, identify and classify their requests and provide an adequate answer. Also, incoming requests come from telephone and email
  • Support the supervisors in following up open callouts, back reporting open jobs or specific reports on open jobs that are available on Supervisor reports
  • To make the contact as easy as possible for the customer and provide adequate information
  • To identify safety situations, and manage these by giving the adequate safety instructions as described in our global safety procedures
  • You will show empathy, be aware about customer feeling in such situation and provides adequate safety advice to calm the passenger
  • You will need to follow the KONE processes by showing responsiveness, responsibility, and quick spirit

Skills required:

  • Good Word, Excel, and Outlook skills
  • Good telephone manner
  • Ready to learn and absorb new information
  • Conscientious
  • Good written and spoken English
  • A great can-do attitude

What we can offer you?

  • This is a fantastic opportunity for a school or college leaver looking to kick start their career and gain experience in a global company, you will deep dive into the world of customer service- gain knowledge on our processes, procedures, values and what KONE is all about. KONE understands the importance of development so we are offering our apprentices an NVQ3 through our apprenticeship scheme- so not only will we offer you a wealth of knowledge you will also have an accredited qualification behind you.


  • 25 Days Holiday
  • Company Pension Scheme
  • Employee Assistance Programme
  • PDI
  • Life Assurance
  • Bonus

What training will the apprentice take and what qualification will the apprentice get at the end?

  • The programme will include the Level 3 Diploma for Customer Service Specialists (City & Guilds), and the End Point Assessment will conclude the programme
  • Duration: 15 months (estimated) in Keighley 

What is the expected career progression after this apprenticeship?

Career at KONE in Customer Service and any other suitable office type roles.

Requirements and prospects

Desired skills and personal qualities

Communication skills, Attention to detail, Organisation skills, Customer care skills, Problem solving skills, Administrative skills, Team working, Initiative


GCSE or equivalent Maths & English (Grade 2) Essential

About the employer

At KONE, our mission is to improve the flow of urban life. As a global leader in the elevator and escalator industry, KONE provides elevators, escalators and automatic building doors, as well as solutions for maintenance and modernisation to add value to buildings throughout their life cycle. Through more effective People Flow®, we make people's journeys safe, convenient and reliable, in taller, smarter buildings. In 2021, KONE had annual sales of EUR 10.5 billion, and at the end of the year over 60,000 employees.




Worthdale House, Worth Bridge Road

Keighley West Yorkshire

BD21 4YA

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Training provider


Apprenticeship standard

Customer service specialist

Level 3 (A level)

Employer's Application Instructions

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 01 Jul 2023