Apprentice - Customer Service Specialist

National Highways; Birmingham; On-site; GBP 18,000; Full time

Job summary

An established industry player is offering a two-year apprenticeship for a Customer Service Specialist in Birmingham. This role is perfect for those looking to kickstart their career in customer service while making a real impact by assisting millions of road users. You’ll gain valuable experience in a dynamic environment, responding to customer queries and supporting key service initiatives. With a competitive salary that increases with performance, dedicated mentorship, and a comprehensive training program, this opportunity is designed to help you grow and succeed. Join a team that values safety, teamwork, and integrity, and take the first step towards a rewarding career with endless possibilities.

Benefits

Generous pension scheme

Annual leave starting at 26 days

Discounts at shops and restaurants

Flexible working arrangements

Networking events and socials

Dedicated line manager and mentors

Qualifications

• Ability to work effectively in a team and manage time efficiently.
• Strong communication skills for providing information clearly.

Responsibilities

• Deliver excellent customer service to millions of road users daily.
• Handle a wide range of customer queries through various channels.

Skills

Teamwork

Time Management

Effective Communication

Clear Writing

Career Growth Passion

Education

Minimum of five GCSEs (including English and Maths)

Job description

Customer Service Specialist Apprentice - Level 3

Salary: £18,000 per annum

Location: Birmingham

Programme start date: September 2025

Connect the Country and Shape Your Future

Join our two-year apprenticeship and kickstart a rewarding customer service career making millions of journeys possible!

What You’ll Be Doing

You’ll be part of a large operational team delivering excellent customer service to over 4 million people using our road network every day, making sure they have safe, reliable journeys.

Based at our busy National Traffic Operations Centre in Birmingham, you’ll be helping us respond to approximately 34,000 enquiries per month in our Customer Contact Centre.

You’ll be the first point of contact for our customers, handling a wide range of queries. Whether it’s an email, phone call or a letter, you’ll be there to provide the help or information our customers need quickly and effectively. You’ll also learn how to respond to customer problems and complaints and provide accurate, up-to-date information to our operations teams and recovery companies.

As well as gaining real-world experience in a challenging and rewarding role, you’ll learn:

1. How we manage customer service delivery and performance
2. How we work with our suppliers and contractors
3. How we support key customer service projects, initiatives and public campaigns

We’ll support you with a comprehensive induction and framework training programme and you’ll complete a Level 3 apprenticeship learning programme that will open the door to plenty of opportunities to grow with us.

What You’ll Get in Return

An apprenticeship at National Highways is your opportunity to help connect the country through learning and growing in a real-world job, with all the development and support you need to shape a bright future with us.

All our apprenticeships offer:

1. A competitive salary, which increases as you complete each stage of your programme (subject to meeting apprenticeship performance standards)
2. A dedicated line manager, job mentors and a skills coach to guide and inspire you towards your goals
3. An Early Talent ‘buddy’ to help you settle into your new role
4. Flexible working arrangements and time away from your role to study
5. A packed calendar of networking, events and socials as part of our Early Talent community
6. A permanent contract from day one

As well as a competitive salary and plenty of career development support, you’ll also enjoy a fantastic employee benefits package, which includes a generous pension scheme, annual leave starting at 26 days (rising to 31 days with service) and thousands of discounts at your favourite shops, restaurants and more!

What You’ll Need to Succeed

It takes all kinds of people to keep our roads moving. No matter what your background, if you have the passion and dedication to help connect the country and shape your future, you’ll be a great match.

To be successful, you’ll have:

1. The ability to work effectively with others in a team
2. The ability to work to timescales, understanding when and how to prioritise
3. The ability to give and receive information effectively
4. The ability to write clearly and concisely
5. A desire and passion to grow your career at National Highways

To be eligible for the apprenticeship learning programme, you’ll also need to meet these essential requirements:

Minimum of five GCSEs (including English and Maths, at grade C/grade 4 or above)

Assessment centres will take place in April and May 2025.

To be eligible for a place on the programme, you must be available to attend the 4-day induction, 8th - 11th September 2025.

All offers for our apprenticeships are subject to satisfactory completion of pre-employment checks, including Right to Work, reference, and DBS criminal record checks.

Due to the salary level of this role, we cannot offer sponsorship for the position for individuals that don't have the Right to Work in the UK. Successful candidates will require Right to Work for the duration of the programme.

About Us

Our strategic road network is vital to connecting the country, carrying a third of all traffic and two-thirds of freight. Every single day, National Highways get millions of people to where they need to be as efficiently and safely as possible along more than 4,500 miles of motorways and major A roads. We bring people together, keep businesses moving and help communities to stay connected.

We’re constantly innovating to stay ahead of the curve in building and operating our roads, investing in both the right projects and the brightest talent to help shape our future. And that's where you come in!

Why You Should Join Us

At National Highways, we believe in building a connected country. We’re passionate about creating an inclusive, collaborative culture where all our people feel empowered, valued and enjoy greater wellbeing to achieve this.

If you share our values of safety, passion, teamwork, ownership, and integrity, you’ll thrive as part of our team.

Ready to Take the Next Step?

If you're excited by shaping your future in a new direction, apply today and start your journey with us. Don’t miss out – submit your application today as we may close applications before the advertised closing date if we receive a high volume of interest.

We can only consider your application for one apprenticeship programme due to the volume we receive. Please ensure you only apply to your preferred option, if you apply to more than one we will simply take your first application as your preferred option.