Customer Service Apprentice

FACILITIES AND CLEANING LTD

PORTSMOUTH (PO1 4BD)

Closes on Friday 31 July 2026

Posted on 11 June 2026

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Summary

We're looking for a friendly and proactive Customer Service Specialist to support our customers across phone, email, and digital channels. You'll handle enquiries, solve problems quickly, and ensure every customer/staff member receives a positive, professional experience.

Wage

£15,808 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

Minimum wage rates (opens in new tab)

Training course
Customer service specialist (level 3)
Hours
Monday to Friday 08:30 to 17:00.

38 hours a week

Start date

Tuesday 1 September 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

  • Customer & Staff Enquiry Support -respond to calls, emails, and messages from customers and cleaning staff, providing clear information and directing queries to the right place.
  • Issue Resolution - help resolve day-to-day problems raised by clients or cleaners, offering solutions and escalating more complex matters to senior team members.
  • Record & Data Management - update customer accounts, staff logs, schedules, and interaction notes to keep information accurate and up to date.
  • Team, Cleaner & Administrative Support - assist the office team with rota updates, communication to cleaners, document preparation, and general admin tasks that keep operations running smoothly.
  • Learning & Development - complete apprenticeship training, shadow colleagues, develop communication skills, and work towards achieving the Customer Service qualification.

Where you'll work

1 CITY BUILDINGS
COMMERCIAL ROAD
PORTSMOUTH
PO1 4BD

Training

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

Training provider

HAVANT AND SOUTH DOWNS COLLEGE

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

This training schedule has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

More training information

This is a work based apprenticeship with the learning completed in the work place.

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
  • Problem solving skills
  • Administrative skills
  • Team working
  • Non judgemental
  • Patience
  • Digital & System Skills

Other requirements

To pass a Disclosure and Barring Service (DBS) check.

About this employer

We’re not just a facilities management provider, we are a people company. We attract great people with a positive outlook. People who value hard work and who want to grow in a supportive environment where success is recognised and rewarded. 

We operate a comprehensive total facilities management service, spanning the entire building and property management environment. Our success can be attributed to a simple ethos of total focus on our customers. We are always adapting to meet the changing needs of our building users and their environments. We capture detailed information and data so that we can proactively act to incidents and alerts with speed and accountability.

Our aim is to become a valuable extension of your facilities team.

https://citrus-services.co.uk/ (opens in new tab)

After this apprenticeship

To form a career with the company that will include apprenticeship progression.

Ask a question

The contact for this apprenticeship is:

HAVANT AND SOUTH DOWNS COLLEGE

Robert Read

robert.read@hsdc.ac.uk

The reference code for this apprenticeship is VAC2000036721.

Apply now

Closes on Friday 31 July 2026