Customer Service Apprentice – UtilityWorks
UtilityWorks
COVENTRY (CV7 7PL)
Closes on Thursday 31 July 2025
Posted on 18 June 2025
Contents
Summary
If you’re passionate about helping people, solving problems, and want to build a career in customer service, this is a fantastic first step. You’ll gain hands-on experience and industry-recognised qualifications, all while being part of a supportive team.
- Wage
-
£14,000 a year
- Training course
- Customer service specialist (level 3)
- Hours
-
Mon - Thursday 9am to 5pm
Friday 9am to 3 pm.
35 hours 30 minutes a week
- Start date
-
Monday 1 September 2025
- Duration
-
1 year 3 months
- 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
- Be the first point of contact for client enquiries via phone and email
- Resolve queries professionally, ensuring a high standard of service at all times
- Support the account management team with updates, status checks, and customer feedback
- Help monitor and improve the customer journey by spotting service trends or common issues
- Work with different departments to make sure our clients get a smooth, joined-up service
- Accurately log customer interactions and feedback in our CRM system
- Handle escalations appropriately and know when to pass issues on
- Take ownership of tasks and see them through to resolution
- Get involved in service improvement ideas and projects
- Build relationships with internal and external stakeholders to support our reputation for quality service
Where you'll work
STONEBRIDGE GOLF- HAMPTON SUITE
SOMERS ROAD
MERIDEN
COVENTRY
CV7 7PL
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
College or training organisation
HIT TRAINING LTD
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
You’ll be enrolled on a Level 3 Customer Service Specialist apprenticeship. As part of the programme, you’ll gain:
- A nationally recognised qualification
- Regular training and mentoring from both the training provider and UtilityWorks
- Development in professional communication, customer insight, service strategy and more
Requirements
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
- Organisation skills
- Customer care skills
- Administrative skills
- Team working
About this company
We’re a utilities company with a bold vision: Ensuring our customers are treated fairly and with transparency in what has become a complex industry. We work with UK Business and we know that each business is unique so, we take the time understand your exact requirements. Understanding the way your business works helps us integrate as your utilities partner, saving you time and reducing operating costs. It also allows us to work alongside your business seamlessly, with quality assurance and first in class customer service.
After this apprenticeship
This apprenticeship is just the beginning. Once completed, you’ll have the skills and experience to step into a permanent Customer Service Executive role within UtilityWorks, with opportunities to grow into areas such as:
- Account Management – handling key client relationships
- Operations and Process Improvement – shaping how we deliver our service
- Sales Support or Commercial Roles – bridging between customers and business growth
- Team Leader or Supervisor – for those who show leadership potential
Ask a question
The contact for this apprenticeship is:
UtilityWorks
Lee Grant
lee@utilityworks.co.uk
The reference code for this apprenticeship is VAC1000326894.
Apply now
Closes on Thursday 31 July 2025
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