Customer Service Apprentice

Overview

Are you eager to launch your career while earning a recognized qualification? If you have a strong passion for helping others and want to be part of a highly regarded, award-winning team, this is an exceptional opportunity. South East Water UK offers a structured 24-month Customer Service Apprentice program that guarantees a permanent position upon successful completion.

Role Summary

In this role, you'll utilize your enthusiasm, commitment, and willingness to deliver excellent service. The job is diverse with no two days alike. Responsibilities include assisting with billing questions, managing refunds, setting up payment plans, and resolving water supply issues such as leaks.

The Customer Service team holds a distinction grade from the Institute of Customer Service, a prestigious honor awarded to only 18 organizations nationwide, reflecting the team’s dedication to excellence.

Apprenticeship Details

The apprenticeship combines group workshops, personal training, assignments, and on-the-job experience leading to a Customer Service Specialist Level 3 qualification. You will receive guidance and support from trainers, team managers, mentors, and buddies throughout your journey.

No extensive prior work experience is necessary; what is most important is teamwork ability and confidence in communication.

Performance Focus

Your work will target three main metrics: efficient call handling, maintaining high quality, and delivering superior customer experience.

Working Hours & Benefits

Our call center operates Monday to Friday from 8:00 to 19:00 and Saturday from 8:00 to 13:00, with shift rotations ensuring you work approximately one in six Saturdays. Schedules are provided in advance to facilitate planning.

Additional earnings are possible through monthly and quarterly bonuses linked to performance and customer satisfaction, with average bonus payouts around £3,000 annually and potential maximums up to £6,300.

Main Responsibilities

• Build and enhance customer service knowledge by completing the apprenticeship curriculum.
• Comprehend essential business areas including data protection, regulatory compliance, and attendance.
• Foster relationships with colleagues to support effective teamwork and problem resolution.
• Proactively deepen knowledge and skills using available resources to achieve career progression.
• Participate actively in team meetings and collaborate with peers and supervisors.
• Complete the Level 3 Customer Service apprenticeship qualification.

Required Qualifications and Skills

• GCSE Maths and English at minimum Grade 4/C or equivalent.
• Strong computer proficiency.
• Passion for delivering excellent customer service.
• Good time management to support apprenticeship completion.
• Confidence communicating with diverse individuals.
• Goal-oriented attitude with resilience in overcoming challenges.

Preferred Experience

• Prior exposure or understanding of delivering excellent customer satisfaction is advantageous.

Additional Information

Employees should be adaptable, ready to undertake tasks within their competences, as job profiles may evolve.

South East Water values diversity and inclusion, promoting equal opportunities across all recruitment, employment, and career stages.

Compensation and Benefits

• Stakeholder pension scheme with up to 10% employer contribution.
• Five weeks annual holiday plus bank holidays, increasing to six weeks with tenure.
• Flexible leave policy to buy or sell holidays.
• Paid volunteering days.
• Cycle-to-work scheme.
• Health cash plan.
• Life assurance.
• Wellbeing benefits.

Recruitment Process

Candidates must be legally entitled to work in the UK and will undergo background, identity, and employment reference checks before employment.

Recruitment agencies are asked not to submit unsolicited CVs, as these will not be considered or acknowledged.

Salary

The starting salary is £19,067.06, rising to £25,948.87 over the 24-month apprenticeship duration.