Customer Service Administrator Apprenticeship

MERCIA UTILITY SERVICES LIMITED

TAMWORTH (B77 4AS)

Closes in 23 days (Friday 13 November 2026 at 11:59pm)

Posted on 20 October 2026

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Summary

It is a work-based training program that lasts 12 to 18 months, is equal to an A-Level qualification, and helps you develop independent administrative, project, and decision-making skills.

This apprenticeship allows you to earn a salary, while gaining an A-Level equivalent qualification and real-world office experience. 

Wage

£23,500 a year

Minimum wage rates (opens in new tab)

Training course
Business administrator (level 3)
Hours
Monday to Friday, 37.5 hours, between the hours of 08.00am and 6.00pm.

37 hours 30 minutes a week

Start date

Monday 16 November 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 the phones to customers, clients and field agents.
  • Quality checking - attention to deal.
  • Planning skills and co-ordinating routes and appointments.
  • Email management.
  • Use of database and data input.
  • Deliver excellent customer service at all times.

Where you'll work

AMINGTON HOUSE
17 GALENA CLOSE
TAMWORTH
B77 4AS

Training

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

Training provider

JUNIPER TRAINING LIMITED

Training course

Business administrator (level 3)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents
  • Skilled in the use of multiple IT packages and systems relevant to the organisation in order to: write letters or emails, create proposals, perform financial processes, record and analyse data. Examples include MS Office or equivalent packages. Able to choose the most appropriate IT solution to suit the business problem. Able to update and review databases, record information and produce data analysis where required.
  • Produces accurate records and documents including: emails, letters, files, payments, reports and proposals. Makes recommendations for improvements and present solutions to management. Drafts correspondence, writes reports and able to review others' work. Maintains records and files, handles confidential information in compliance with the organisation's procedures. Coaches others in the processes required to complete these tasks.
  • Exercises proactivity and good judgement. Makes effective decisions based on sound reasoning and is able to deal with challenges in a mature way. Seeks advice of more experienced team members when appropriate.
  • Builds and maintains positive relationships within their own team and across the organisation. Demonstrates ability to influence and challenge appropriately. Becomes a role model to peers and team members, developing coaching skills as they gain area knowledge.
  • Demonstrates good communication skills, whether face-to-face, on the telephone, in writing or on digital platforms. Uses the most appropriate channels to communicate effectively. Demonstrates agility and confidence in communications, carrying authority appropriately. Understands and applies social media solutions appropriately. Answers questions from inside and outside of the organisation, representing the organisation or department.
  • Completes tasks to a high standard. Demonstrates the necessary level of expertise required to complete tasks and applies themself to continuously improve their work. Is able to review processes autonomously and make suggestions for improvements. Shares administrative best-practice across the organisation e.g. coaches others to perform tasks correctly. Applies problem-solving skills to resolve challenging or complex complaints and is a key point of contact for addressing issues.
  • Takes responsibility for initiating and completing tasks, manages priorities and time in order to successfully meet deadlines. Positively manages the expectations of colleagues at all levels and sets a positive example for others in the workplace. Makes suggestions for improvements to working practice, showing understanding of implications beyond the immediate environment (e.g. impact on clients, suppliers, other parts of the organisation). Manages resources e.g. equipment or facilities. Organises meetings and events, takes minutes during meetings and creates action logs as appropriate. Takes responsibility for logistics e.g. travel and accommodation.
  • Uses relevant project management principles and tools to scope, plan, monitor and report. Plans required resources to successfully deliver projects. Undertakes and leads projects as and when required.

Training schedule

  • The apprentice will train on the job, by a work place mentor or manager.
  • You will be taught the processes and procedures and the specifics on how to do the role professionally and competently.

More training information

You will attend a monthly virtual online masterclass with the training provider on teams with other students doing the same apprenticeship.

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
  • Presentation skills
  • Administrative skills
  • Number skills
  • Analytical skills
  • Logical
  • Team working
  • Initiative
  • Non judgemental
  • Patience

Other requirements

  • Patience.
  • Stay calm in stressful situations.
  • Good attention to detail.
  • Able to show empathy and be assertive when needed.
  • Reliable and punctual.
  • Good IT skills and can use a PC.
  • Have professional vocabulary and able to write a professional email.
  • Some customer service experience would be advantageous.

About this employer

  • Mercia Utility Services Limited was founded in March 2019 by Sarah Hetherington. At Mercia Utility Services we believe there is a gap in the market which offers an innovative approach to Revenue Protection and Utility Resolutions services, whilst delivering top of the class quality and unequivocal compliance to best practice, industry regulations and legislation. We support Utilities suppliers and Utility service providers by acting as an extension to their services. This enables suppliers and service provider’s additional flexibility and support while not compromising on their extensive knowledge, professionalism and quality of service.

https://merciauk.com/ (opens in new tab)

Company benefits

  • Christmas shut down
  • Free on-site parking

After this apprenticeship

Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).

  • Customer Service Administrator.
  • Senior Administrator.

Ask a question

The contact for this apprenticeship is:

JUNIPER TRAINING LIMITED

Angela Gordon

angela.gordon@junipertraining.co.uk

The reference code for this apprenticeship is VAC2000060135.

Apply now

Closes in 23 days (Friday 13 November 2026 at 11:59pm)