Apprentice Customer Experience Advisor - Manchester
JOHNSON CONTROLS BUILDING EFFICIENCY UK LIMITED
Manchester (M40 2WL)
Closes on Friday 10 April 2026
Posted on 10 February 2026
Contents
Summary
Join Johnson Controls and dive into the world of fire and security technology! We’re talking fire detection, security alarms, CCTV and access control. All the cool stuff that keeps people safe.
- Wage
-
£15,600 a year
Check minimum wage rates (opens in new tab)
All equipment
25 days holiday + bank holidays
Access to Company pension scheme, overtime where applicable
- Training course
- Customer service specialist (level 3)
- Hours
-
Monday- Friday, 8.30am- 5.00pm, or as per business needs.
37 hours 30 minutes a week
- Start date
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Tuesday 1 September 2026
- Duration
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2 years
- Positions available
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5
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
Based within our Customer Support Centre in Central Manchester, our Apprentice Customer Experience Advisor will learn all areas of customer support to master the full customer experience. If you are passionate about creating phenomenal customer experiences, this is the apprenticeship for you.
What You’ll Be Up To:
- You will be working within our Business to Business (B2B) customer enquiries team where they support our customers. In this role you will be responsible for being the initial face of our business by answering inbound calls from our customers
- You will also be working in our B2B complaints team. In this role you will be responsible for managing and resolving customer issues, ensuring high satisfaction levels through effective communication and problem-solving skills while maintaining positive client relationships
- You’ll ensure that all enquiries are handled efficiently and with a customer first approach. You’ll work alongside a number of customer service departments to resolve any queries and to ensure our customers receive the very best service from Johnson Controls
- Working within a team of experts you will be provided with on-going training and fantastic career progression opportunities, you will become a product and brand expert enabling you to forge a lasting and rewarding future, with a market-leading brand in a secure and expanding marketplace
- Promoting the brand to all existing and potential customers and providing accurate information on product, policies, and procedures
- Updating our Customer Relationship Management systems to ensure we retain accurate and timely information needed to resolve queries quickly
- Supporting customers through periods of dissatisfaction, offering high effective problem-solving skills needed to de-escalate and resolve dissatisfaction
- Liaising with customers who are raising a complaint or wanting to cancel their contract via a variety of communication methods to resolve the customers issues and retain their business
- Feeding back outcomes to ensure that pro-active steps are taken to improve the customer journey
Where you'll work
Tyco Park
Grimshaw Lane
Manchester
M40 2WL
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
BMS PROGRESS LLP
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
As an apprentice in our programme, you'll enrol on the Advanced Level 3 Customer Service Apprenticeship qualification.
This is a 2 year apprenticeship and the college course will be delivered on day release, remotely.
Requirements
Essential qualifications
GCSE in:
- English (grade Grade 5 or above)
- Maths (grade Grade 5 or above)
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
- Team working
- Future Focused
- Purpose Led
- Customer Driven
- Integrity
About this employer
Johnson Controls is a global leader in technology and industry, serving customers in over 150 countries. Our mission is to create intelligent buildings, efficient energy solutions, and integrated infrastructure. We welcome individuals with a passion for engineering to join us in shaping a better tomorrow through our diverse range of projects and opportunities.
After this apprenticeship
- There is the opportunity to progress on to higher or degree apprenticeships and gain further qualifications in the future to support your ongoing career development within the organisation
Ask a question
The contact for this apprenticeship is:
BMS PROGRESS LLP
The reference code for this apprenticeship is VAC2000013307.
Apply now
Closes on Friday 10 April 2026
After signing in, you’ll apply for this apprenticeship on the company's website.