Customer Service Apprentice

Confidential; Snodland; On-site; GBP 19,000 - 26,000; Full time

Benefits offered by this job

Pension

Holiday allowance

Volunteer days

Cycle to work

Health plan

Life assurance

Wellbeing benefits

Job summary

South East Water is offering a structured 24‑month Customer Service Apprenticeship in the UK. You will handle calls, billing inquiries, refunds, and payment plans while learning and growing within a supportive team.

The programme includes workshops, on‑the‑job learning and mentors to guide you toward a permanent role at completion. Opportunities to progress are highlighted by the apprenticeship path and constant support from Trainers and Managers.

Qualifications

• Achieved GCSE Maths and English at Grade 4/C (or equivalent)
• Excellent computer abilities
• You’ll have a passion for serving others and providing the best service
• Good time management skills supporting you to complete the apprenticeship
• Be self-assured conversing with others and engaging with new and different individuals
• Be goal-focused and like overcoming difficulties

Responsibilities

• Develop and build knowledge of the Customer Service area by completing the apprentice pathway
• Understand the importance of the business areas, the processes, data protection, regulatory compliance and attendance
• Begin to build relationships with peers and colleagues to enhance the team working environment, resolve customer problems
• Develop an awareness of information and resources available and proactively ensure that skills and knowledge are deepened to enable progression
• Attend and contribute to team meetings with team, peers and colleagues
• Complete customer service level 3 apprenticeship

Skills

GCSE Maths & English

Excellent computer skills

Customer service

Time management

Communication

Goal-oriented

Job description

Summary:

Do you want to jump-start your career while earning a well-regarded qualification?

Do you have a strong desire to help others? Do you want to be a part of an award-winning team with a meaningful purpose? Then do not pass up this opportunity

We have regular apprenticeship intakes with a guaranteed, permanent position on successful completion.

As a Customer Service Apprentice, you will use your entire passion, drive, and willingness to give great service. And with so much variation, you can be sure that no two days will ever be the same. You’ll aid with billing inquiries, providing refunds, and setting up payment plans, as well as resolving water supply concerns including leaks and other problems.

The Institute of Customer Service has given our Customer Service team the distinction grade. We are one of just 18 organisations in the country to get this coveted honour. As a result, you’ll be joining a team that provides their all.

This is a structured 24-month apprenticeship that includes group workshops, individual training, and other assignments in addition to on-the-job learning.

On your road to completing a Customer Service Specialist Level 3 Apprenticeship and securing a permanent career at the end of the apprenticeship programme, you can expect plenty of encouragement and support from your Trainers, Team Managers, Mentors, and Buddies.

It’s not a problem if you don’t have much work experience. We know you’ll bring a lot of determination and a strong desire to succeed. So, what’s most crucial is that you work well as a team and are comfortable speaking in with others. In this role, you’ll focus on three key areas of performance: handling calls efficiently, maintaining quality, and providing the greatest customer experience possible.

We understand the importance of progressing in your career. As a result, your salary will rise as you progress through your apprenticeship. When you join, you’ll be a part of one of our call centre teams. We’re open Monday through Friday from 8:00 until 19:00 and on Saturday from 8:00 until 13:00. As a result, you will be able to schedule your shifts so that 1 in 6 Saturdays are worked. Your rotas will be available in advance so that you may make plans.

With monthly and quarterly bonuses offered based on your performance and assisting us in providing the greatest levels of customer satisfaction, you can earn additional money in addition to your income. On average, you can anticipate earning an additional £3,000 annually, with a possible maximum of £6,300.

Main responsibilities:

• Develop and build knowledge of the Customer Service area by completing the apprentice pathway
• Understand the importance of the business areas, the processes, data protection, regulatory compliance and attendance.
• Begin to build relationships with peers and colleagues to enhance the team working environment, resolve customer problems.
• Develop an awareness of information and resources available and proactively ensure that skills and knowledge are deepened to enable progression.
• Attend and contribute to team meetings with team, peers and colleagues.
• Complete customer service level 3 apprenticeship.

You’ll need:

Skills / Qualifications / Experience

• Achieved GCSE Maths and English at Grade 4/C (or equivalent)
• Excellent computer abilities
• You’ll have a passion for serving others and providing the best service
• Good time management skills supporting you to complete the apprenticeship
• Be self‑assured conversing with others and engaging with new and different individuals
• Be goal‑focused and like overcoming difficulties

It will be a bonus if you have:

Skills / Qualifications / Experience

• Experience and understanding of the importance of excellent customer satisfaction

Employees are required to be flexible and to be prepared to perform duties and other tasks within their capabilities. The nature of our business is such that the contents of any job profile are subject to change from time to time.

We want to be the water company people want to be supplied by and want to work for.

We know the communities we serve are diverse. We recognise creativity comes from diversity not similarity. That’s why we are enthusiastic about creating inclusion across age, race, gender, ethnicity, religion and identity. You will experience our dedication to equal opportunities and fair treatment for all: through your recruitment, employment and career progression with South East Water.

Benefits package:

• Excellent Stakeholder pension scheme, up to 10% employer contribution.
• 5 weeks holiday plus bank holidays per annum, increasing to 6 weeks with length of service.
• Flexible annual leave policy to buy or sell holiday leave.
• Paid volunteering days.
• Cycle to work scheme.
• Health cash plan.
• Life assurance.
• Wellbeing related benefits.

What can you expect from your recruitment?

• It is necessary for you to have the legal right to work in the UK when you begin employment with South East Water.
• Additionally, as part of the employment offer, you will need to pass background, identity, and employment referencing checks.

South East Water kindly asks that recruitment agencies refrain from submitting CVs to our employees or associates without explicit invitation from our HR Resourcing team. CVs sent on a speculative basis will not be acknowledged and will not assume any responsibility for fees or commissions in the event that we hire a candidate who applied directly or subsequently introduced by an instructed agency.

Compensation package:

• Starting at £19,067.06 and increasing to £25,948.87 over 24 months