Customer Service Apprentice

Amey Ltd
We are excited to offer a fantastic opportunity for a Level 2 Customer Service Apprentice to join our dynamic Sheffield team.

Job Title: Customer Service Apprentice – Level 2

Duration: 15 months

Starting Salary: 23,926 (subject to 2025 review)

Working Hours: Mon -Fri 08:00 – 16:30

Location: Ecclesfield Depot, S35 9YR

Follow this link to find out more about the course – Customer service practitioner / Institute for Apprenticeships and Technical Education

What You’ll Do:

The role holder will provide first line support for Amey Contracts, employees and partners and be responsible for maintaining client relationships through a quality standard level of customer service. As a critical point of contact, the role holder represents Amey both internally and externally, therefore the role holder will also be responsible for upholding Amey’s values at all times.

Day to day task management

• Management for all customer queries/requests/complaints received in Customer Services from Amey employees, clients and contracts.
• Answering high volumes of calls within agreed targets for each contract.
• Ensuring excellent levels of customer service and service delivery are maintained and exceeded
• Process calls, e-mail, and web requests via Amey’s chosen software.
• Job ownership of all processed requests through to completion. This will include progress chasing and liaison with client and on-site staff
• Escalating customer requests / queries / complaints as appropriate
• Understanding relevant contract response times and Service Level Agreements in the transacting of customer queries/requests/complaints.

General Customer service activities

• General Administration tasks that are required for normal functioning and out of scope projects for Customer Services.
• Completion of all shift responsibilities such as: monitoring of web events, e-mail events, and external web applications systems and running of daily/weekly/monthly reports.
• Demonstrate confidence in daily responsibilities and system use to existing and new clients.
• Proactively following up to see cases through to completion, and making proactive outbound telephone calls
• Ensuring high level of attention to detail in all work tasks, i.e., cases, reports, requests
• Adhering to Amey company policy and Customers Services processes
• Record and report any ‘non-compliance’ issues to a Team Leader/Manager as soon as practicable
• To provide regular management information reports as and when required.
• Assist in the delivery of targeted Customer Services training to new employees as and when required
• Assistance in the creation and analysation of performance/improvement reports, to be sent to the Customer Services Manager at the end of each month.
• Scheduling responsive and planned appointments for field-based operatives across the business

Collaborative Working:

• Drive and promote the Amey cultures and values from within the team.
• Liaising with and directing field-based operatives across the business.
• Working within Group Shared Services (GSS) to promote best practice.

Why Join Us?

At Amey, we don’t just offer jobs, we offer opportunities to build fulfilling careers. As one of the top 1% of employers recognised by Investors in People, we are committed to your professional growth and wellbeing. Here’s what you can expect when you join our team:

• Career Growth: Propel your career with clear, dynamic advancement opportunities.
• Personal Development Opportunities: Advance your personal growth through mentorship and access to our award-winning programs like our Leadership Development, and Multicultural Leadership programs.
• Pension: Benefit from a generous pension scheme with company contributions for your future peace of mind.
• Holidays: Enjoy at least 24 days of holiday plus bank holidays, and the opportunity to buy further 5 days! Giving you plenty of time to relax and recharge.
• Flexible Benefits: Customise your benefits package with options like additional leave, cycle-to-work schemes, charitable giving, and gym memberships.
• Exclusive Discounts: Access our online portal filled with discounts from leading retailers, healthcare services, and more, helping you save on the things that matter.
• Social Impact: Take part in our community initiatives with 2x paid volunteering days a year, plus other opportunities to support fundraising and local projects.

What You’ll Bring:

Qualifications

• GCSEs at grade C or higher 3 including mathematics, English and science, or equivalent or relevant experience.

Skills

• Proficient typing speed
• Multi-tasking in a fast-paced environment
• Proactive planning to deliver complex plans for service delivery
• Embracing change as a way of working
• Constantly exploring the customer journey
• Excellent interpersonal skills
• Encourage an environment in which personal and business development is a key business imperative
• The ability to work under pressure and deliver within tight deadlines, to prioritise own workload and work with initiative
• Exceptional organisational skills particularly in time and diary management

Experience

• Contact Centre / Administration Experience.

Behavioural competencies

• Security Clearance to CTC level
• Achieving Results – Taking responsibility to maintain high personal performance and empowering others to excel
• Business Management – Delivering on organisational objectives and growth/profit
• Collaboration – Collaborative working to share ideas, views, and best practice, achieve common goals and improves ways of working
• Customer Focus – Building strong customer relationships to understand their needs and deliver solutions
• Leading People – Engaging and empowering people to deliver their best to meet our strategic goals and their personal career aspirations
• Self-Management – Taking responsibility to maximise productivity, performance, development and continuous improvement
• Social Responsibility – Improving the health, safety, well-being, diversity, inclusion and environment for our people and the communities we serve.
• A thirst for knowledge enabling you to continually stay up to speed with the fast-paced nature of the utilities industry

If you’re ready to make a meaningful impact on our business and contribute to a shared, sustainable future, we invite you to join us in advancing our strategy and driving positive change.

Application Guidance

At Amey, we value a culture of diversity and inclusion. We encourage applications from individuals who are passionate about making a positive impact, no matter their background, gender, race, or personal circumstances. We believe everyone deserves the opportunity to shine.

As a Disability Confident leader, we’re proud to offer applicants with a disability an interview if they meet the minimum requirements for the role.

If you have any questions or need any adjustments during the recruitment process, don’t hesitate to reach out to Jude Palomeras, our recruiter for this role, at (url removed) .

If interested, please submit your application as early as possible.