Customer Service Specialist L3 Apprenticeship
VITAL ENERGI UTILITIES LIMITED
Lancashire (BB1 2LD)
Closes on Wednesday 31 December 2025
Posted on 24 November 2025
Contents
Summary
Do you want to be involved in our journey to helping the UK reach its Net Zero carbon emissions target? Passionate about sustainability or renewable energy sources? You can help, with a career Protecting Our Planet For Future Generations!
- Wage
-
£16,500 a year
Check minimum wage rates (opens in new tab)
Starting at £16,500, rising to £17,250 on successful completion of 6-month probation
- Training course
- Customer service specialist (level 3)
- Hours
-
Hours to be agreed at interview - various working patterns.
38 hours a week
- Start date
-
Monday 2 February 2026
- 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
- Providing customer service support to our meter and billing customers via various communication channels which include the company online ticketing system Freshdesk, telephone, and social media outlets all within agreed SLA’s
- Ensure VCRM is updated with all communications and is the single source of the truth
- Positively promote and maintain the new glass app and portal
- Escalate any issues of concern to team manager
- Ensure GDPR is always complied with
- Develop and maintain effective working relationships with all internal and external customers.
- Liaising with customers and clients to ensure correct procedures are adhered to.
- Ensuring contract data is cleansed and maintained regularly in compliance with our contractual obligations.
- Responding to customer complaints and ensuring they are responded to in line with the company complaints procedure through to successful resolution
Carry out other adhoc duties consistent with the nature and responsibility of this role to support the team leaders
Where you'll work
Century House
Roman Road
Blackburn
Lancashire
BB1 2LD
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
NORTH LANCS. TRAINING GROUP CIC
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
Training schedule
Customer Service Specialist Level 3 Apprenticeship Standard
Requirements
Essential qualifications
GCSE in:
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- Organisation skills
- Customer care skills
- Problem solving skills
- Logical
- Team working
- Patience
About this employer
Vital Energi is undergoing significant growth to meet the increasing demand for energy-saving and low-carbon energy projects. We are an energy solutions provider who design, build, operate and maintain low carbon energy projects. We support hospitals, universities, residential developments, towns and cities, as well as industrial and commercial clients to decarbonise their buildings. The company is opposed to all forms of discrimination and will select for employment, training and promotion on the basis of suitability for the job and/ or merit. It is company policy that no job applicant or employee receives less favourable treatment than another on the grounds of sexual orientation, race, colour, age, ethnic or national origins, political affiliations, religious beliefs, marital status, pregnancy and maternity, marriage and civil partnership, gender reassignment, physical disability or is disadvantaged by unjustifiable conditions or requirements. Only applicants who are legally entitled to work in the UK and are currently resident in the UK are invited to apply.
https://www.vitalenergi.co.uk/ (opens in new tab)
Company benefits
Free on-site gym for all employees.
After this apprenticeship
- For any individual with the right work ethic, excellent teamworking skills and ability to learn, there is always opportunity to progress within our business
Ask a question
The contact for this apprenticeship is:
NORTH LANCS. TRAINING GROUP CIC
The reference code for this apprenticeship is VAC2000002155.
Apply now
Closes on Wednesday 31 December 2025
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