Customer Experience Apprentice

United Infrastructure Ltd; Water; On-site; GBP 18,000 - 22,000; Full time

Benefits offered by this job

Generous holiday allowance

Christmas shutdown

Tailored benefits portal

Job summary

United Infrastructure Ltd is seeking a Customer Experience Apprentice to join their water division. This role involves supporting customer interactions, ensuring compliance with service standards, and gaining hands-on experience in the utility sector.

Applicants should have 5 GCSEs including English and Mathematics, good IT skills, and strong communication abilities. You'll also be enrolled in a Level 3 Customer Service Specialist apprenticeship, delivered remotely. Enjoy a generous holiday allowance and tailored benefits.

Qualifications

• Good IT skills and ability to use Microsoft Office packages.
• Good communication skills and confidence speaking to clients and customers.
• 5 GCSEs at Grade 9-4/A*-C including English and Mathematics.

Responsibilities

• Handling customer enquiries and complaints via telephone and email.
• Managing customer communications about planned works and service interruptions.
• Maintaining accurate records of customer interactions and case updates.

Skills

Good communication skills

Good IT skills

Time management skills

Organizational skills

Education

5 GCSEs at Grade 9-4/A*-C including English and Mathematics

Tools

Microsoft Office packages

Job description

United Infrastructure is a dynamic and rapidly expanding business, focused on delivering critical infrastructure projects across the utility and social infrastructure sectors.

Our company is split into two business areas: Utility Infrastructure – Our team of 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 revitalises homes and communities by carrying out a wide range of work, from retrofit to refurbishment, and maintenance.

Equal Opportunities Statement – At United Infrastructure, we are committed to making every interaction a positive and inclusive experience. If there is anything we can do to support you, remove barriers, or make the process more accessible, please let us know – we want this to be the best possible experience for you.

We are looking for a Customer Experience Apprentice to join our Water business division, a national provider of infrastructure and non‑infrastructure water and wastewater services to UK water utility companies.

In this role you will support the team that serves as a key point of contact for customers, stakeholders and operational teams across both clean and wastewater activities. You will help ensure they receive a professional, efficient and positive experience while supporting operational delivery and regulatory compliance.

• 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 the preparation and issuance of customer correspondence, notifications and access documentation.
• Ensuring all work is compliant with relevant legislation, company procedures, data protection requirements and customer service standards.

As an Apprentice with United Infrastructure, you’ll be given a real job from day one and gain hands‑on industry experience along with the knowledge required to achieve a nationally recognised qualification. You’ll receive 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 pathway is delivered entirely remotely, with online self‑accessed or virtually delivered classroom sessions and one‑to‑one support from your tutor or coach. Regular meetings with your line manager will track your progress.

Academic Entry Requirements

• 5 GCSEs at Grade 9‑4/A*–C including English and Mathematics.
• Good IT skills and ability to use Microsoft Office packages (e.g. Outlook, Word, Excel).
• Good organisation and time management skills.
• Good communication skills and confidence speaking to clients and customers.

You should also be available to start full‑time work by September 2026 and have:

• The commitment to live and breathe our company values during your work and studies.
• The motivation and dedication to successfully complete your apprenticeship programme.

Please note, as this is an apprenticeship programme, in order to be eligible to apply you must not already have an equivalent level or higher qualification in the occupational area, or significant work experience.

Upon successful completion of your programme, you will achieve:

• Level 3 Customer Service Specialist qualification.
• Eligibility to join the Institute of Customer Service as an Individual member at Professional level.

Join us at United Infrastructure and be part of our mission to deliver innovative and sustainable solutions to the complex infrastructure needs of the UK.