Apprenticeship Customer Services Specialist Level 3

Summary

We provide full wrap around services for heat networks, including both fully managed and software-as-a service only solutions. We are unique in the market in providing products, software and fully managed services to support heat networks, including design, commissioning, retrofitting, billing, efficiency and maintenance management for providers.

Wage

Competitive

Competitive wage offered

Training course

Customer service specialist (level 3)

Hours

Monday - Friday 8am - 5pm with an hour for lunch.

40 hours a week

Start date

Saturday 1 November 2025

Duration

1 year 3 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

• Respond promptly and professionally to incoming service requests via phone and email.
• Accurately log all requests, capturing essential job information (site, issue, system details, urgency).
• Provide basic troubleshooting and remote diagnostics where possible, based on engineer-provided guides and known issue libraries.
• Assess priority levels (e.g. urgent vs routine) and allocate jobs accordingly.
• Schedule and dispatch reactive engineer visits based on availability, skill sets, and location.
• Keep customers updated on job progress, estimated response times, and resolutions.

Where you'll work

UNIT 37
BARWELL BUSINESS PARK
LEATHERHEAD ROAD
CHESSINGTON
KT9 2NY

Training

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

Training provider

NORTH EAST SURREY COLLEGE OF TECHNOLOGY (NESCOT)

Training course

Customer service specialist (level 3)

What you'll learn

• Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
• Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
• Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
• Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
• Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
• Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
• Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
• Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
• Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
• Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
• Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
• Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
• Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
• Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
• Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
• Service Improvement: Make recommendations based on your findings to enable improvement
• Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

Training schedule

This course will be deliverd monthly online.

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
• Problem solving skills
• Administrative skills
• Team working
• Initiative