Apprentice Customer Experience Specialist
LIGHTWAVERF TECHNOLOGY LIMITED
Aldridge (WS9 9AA)
Closes in 24 days (Friday 13 November 2026 at 11:59pm)
Posted on 19 October 2026
Contents
Summary
Lightwave are a smart home automation company. An exciting opportunity has arisen for a Customer Experience Specialist. This is a great opportunity to begin a career with a leading edge smart home automation business.
- Wage
-
£15,600 a year
- Training course
- Customer service specialist (level 3)
- Hours
-
9am- 5pm: Monday to Friday with 30 minutes lunch break.
37 hours 30 minutes a week
- Start date
-
Monday 16 November 2026
- Duration
-
1 year 3 months
- Positions available
-
2
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
We are on the lookout for an enthusiastic and dedicated Customer Experience Specialist to join our exciting smart home company. This role is crucial in providing top-notch technical assistance and support to our customers, ensuring their satisfaction and smooth operation of their smart home products.
Responsibilities
- Provide technical assistance and support to customers via phone, email, and chat
- Troubleshoot and resolve hardware and software issues related to smart home products
- Collaborate with cross-functional teams to escalate complex issues and ensure prompt resolution
- Answer inbound phone calls promptly and professionally, addressing customer queries and issues
- Respond to customer support tickets in a timely and efficient manner
- Organize and coordinate returns for customers with faulty items
- Update the Customer Relationship Management (CRM) system with relevant and accurate information
- Assist other departments during quieter periods, including the sales team and warehouse team
- Maintain a high level of product knowledge and stay up-to-date with new product releases and features
- Provide feedback to the product development team on potential product improvements based on customer interactions
Where you'll work
Unit 1A Coppice Lane
Aldridge
WS9 9AA
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
DERBY BUSINESS COLLEGE 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
- In addition to gaining practical experience in the role, you will also attain an NVQ Level 3 Customer Service qualification which will help start your career and give you an insight into the businesses processes and procedures
- Our training is all completed remotely via teams with a development coach who will be available for support 24/7 and will arrange weekly/fortnightly meetings with you
- You receive 20% off-the-job training during this apprenticeship which is included in your weekly working hours
More training information
- DBC Training are a multi award-winning employment and skills training provider
- We offer high-quality employer solutions to improve productivity and learner solutions to support individuals to fulfil their potential
- https://dbc-training.co.uk/
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
- Initiative
About this employer
LightwaveRF is a pioneer of the smart home technology sector and developed the first internet enabled devices in 2008. The Company’s market leading proprietary Internet of Things (“IoT”) platform, together with its applications and connected devices, provides its customers with fully integrated remote control and monitoring of light, heat, power and security.
https://lightwaverf.com/ (opens in new tab)
Company benefits
- Strong career progression opportunities
- Free smart home starter kit for your own house
- Employee discount on products
- Free on-site parking available
- A supportive and collaborative work environment
- On-site kitchen facilities
After this apprenticeship
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
- Electrical Certifications
- Sales Progression route
- Software Developer Progression Route
Ask a question
The contact for this apprenticeship is:
DERBY BUSINESS COLLEGE LIMITED
Heather Duffield
heather@dbc-training.co.uk
07375919487
The reference code for this apprenticeship is VAC2000059027.
Apply now
Closes in 24 days (Friday 13 November 2026 at 11:59pm)