Customer Experience Apprentice
United Infrastructure
Wakefield (WF3 3HA)
Closes in 29 days (Sunday 12 July 2026)
Posted on 12 June 2026
Contents
Summary
We are looking for a Customer Experience Apprentice to join our Water business division who are a national provider of infrastructure and non-infrastructure water and wastewater services to UK water utility companies.
- Wage
-
£17,888 a year
- Training course
- Customer service specialist (level 3)
- Hours
-
Monday- Friday, shifts to be confirmed.
40 hours a week
- Start date
-
Tuesday 1 September 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
Day to day, you will support the team who are a key point of contact for customers, stakeholders and operational teams across both clean and wastewater activities and will play an important role in ensuring they receive a professional, efficient and positive experience while supporting operational delivery and regulatory compliance.
Some of your key responsibilities will include:
- Handling customer enquiries and complaints that come in via telephone and email
- Managing customer communications and providing updates associated with planned works, service interruptions, and operational activities
- Maintaining accurate records of customer interactions, land entry activities, permissions, and case updates
- Supporting with the preparation and issuing of customer correspondence, notifications, and access documentation
- Ensuring all your work is compliant with relevant legislation, company procedures, data protection requirements, and customer service standards
Where you'll work
Connaught House
Park View
Wakefield
WF3 3HA
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
SMART TRAINING AND RECRUITMENT LIMITED
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 with United Infrastructure, you’ll be given a real job from day one where you will gain hands-on industry experience, and the knowledge required to achieve a nationally recognised qualification.
You’ll get a generous holiday allowance, Christmas shutdown, and a tailored benefits portal that allows you to choose the right benefits for you.
In order to fully develop in your role, you will be enrolled onto the Level 3 Customer Service Specialist apprenticeship qualification with one of our training partners. This learning pathway is delivered entirely remotely, and you will access online self-accessed or virtually delivered classroom sessions, and one-to-one support from your tutor or coach.
They will also meet regularly with you and your line manager to ensure you are progressing through your programme.
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
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Administrative skills
- Team working
About this employer
United Infrastructure is a dynamic and rapidly expanding business, focused on delivering critical infrastructure projects, across the utility and social infrastructure sectors.
Our team of highly skilled and hardworking specialists deliver innovative solutions to the complex challenges our clients face.
Our company is split into two business areas:
- Utility Infrastructure – Our team of Utility Infrastructure specialists design, build and maintain critical water, energy (gas), power and telecoms infrastructure, for the UK’s largest network owners and operators.
- Social Infrastructure - Our team of Social Infrastructure specialists revitalise homes and communities by carrying out a wide range of work, from retrofit to refurbishment, and maintenance.
https://www.unitedinfrastructure.com/ (opens in new tab)
Disability Confident
A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.
You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.
After this apprenticeship
- You will be fully supported to continue your professional development upon completion of this programme
Ask a question
The contact for this apprenticeship is:
United Infrastructure
Rebecca Harrison
earlycareers@unitedliving.co.uk
The reference code for this apprenticeship is VAC2000037009.
Apply now
Closes in 29 days (Sunday 12 July 2026)
After signing in, you’ll apply for this apprenticeship on the company's website.