Apprentice Customer Service Advisor

IAN WILLIAMS LIMITED

Birmingham (B6 5RQ)

Closes in 14 days (Friday 2 January 2026)

Posted on 18 December 2025

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Summary

You’ll follow our comprehensively designed development pathway, learning on the job and getting hands-on training from both a college tutor and our experienced team members. Working towards achieving your Customer Service Practitioner Level 2 qualification while building a rewarding career in our responsive repairs team.

Wage

£15,798 a year

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Training course
Customer service practitioner (level 2)
Hours
Monday to Thursday - 8 hours per day. Friday - 7 hours per day. Monday - Thursday, 08:00 to 16:30. Friday, 08:00 to 15:30.

39 hours a week

Start date

Monday 23 February 2026

Duration

1 year 6 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

  • Answering and managing inbound calls from clients/tenants in a professional manner providing an excellent customer journey.
    Logging customer queries, complaints and job requests accurately into the system
  • Ensuring accurate categorisation and prioritisation of repairs
  • Monitoring and following up on existing repair jobs, providing customers with timely updates
  • Communicating effectively with customers showing empathy and professionalism
  • Learning and proficiently using our DRS scheduling system for job scheduling
  • Managing lifecycle of repair jobs from initiation to completion
  • Troubleshooting and resolving scheduling conflicts
  • Working closely with engineers updating them of their schedule and any changes to optimise job efficiency and completion
  • Monitoring job progress to ensure we are achieving Client Key Performance Indicators (KPIs)
  • Participating in training development programs to support your overall delivery

Where you'll work

Aston Cross Business Park
Aston
Birmingham
B6 5RQ

Training

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

Training provider

DUDLEY 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

You’ll start in our Customer Inbound Team, where you’ll be supported by qualified mentors as you develop the knowledge, skills, and behaviours to deliver great service. This includes managing calls from clients and tenants, raising and tracking housing repair orders, and making sure jobs are scheduled and coordinated effectively using our systems.

Once you’ve mastered these skills, you’ll have the chance to move into one of our dedicated planning teams, where you’ll manage engineers and focus on optimisation and efficiency. With a mix of external and internal training, this role is designed to give you the foundation for a successful future career with Ian Williams Ltd.

You will also attend college one day per week.

Requirements

Essential qualifications

GCSE in:

  • English (grade 4)
  • Maths (grade 4)

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
  • Analytical skills
  • Team working
  • Initiative
  • Patience

About this employer

We are an exciting venture, with the security and stability of being a subsidiary company of Teign Housing, with a strong connection with Ian Williams, where we benefit from their expertise of being one of the UKs leading property services companies.

After this apprenticeship

Following the completion of your apprenticeship, you will be offered a permanent position within the Customer Service team at Ian WIlliams.

Ask a question

The contact for this apprenticeship is:

DUDLEY COLLEGE OF TECHNOLOGY

The reference code for this apprenticeship is VAC2000005827.

Apply now

Closes in 14 days (Friday 2 January 2026)

After signing in, you’ll apply for this apprenticeship on the company's website.