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Apprentice Customer Experience Advisor
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As an Apprentice Customer Experience Advisor
As an Apprentice Customer Experience Advisor, you will assist the Customer Experience Team in maintaining effective communication between customers and the site team to help deliver a smooth customer journey from project start to completion.
Wage
£16,224 a year
Minimum wage rates (opens in new tab)
Training course
Customer service practitioner (level 2)
Hours
8.00am - 4.30pm with 30 minutes for lunch
Friday hours slightly earlier finish 8.00am - 3.30pm. (no weekend working) Days to be confirmed.
39 hours a week
Start date
Monday 17 August 2026
Duration
1 year
Positions available
1
What you'll do at work
This role offers the opportunity to learn practical customer service, communication, office administration, and project coordination skills while working alongside experienced team members. You will help ensure customers are kept informed, supported, and treated with respect throughout their home transformation journey. If you enjoy working with people, communicating clearly, and making a difference in communities, this trainee opportunity will help you develop valuable professional skills and experience.
Where you'll work
Venter Building
Mandarin Road
Houghton Le Spring
DH4 5RA
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
CITY OF SUNDERLAND COLLEGE
Training course
Customer service practitioner (level 2)
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Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
- Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations, and achieves positive engagement and delivery.
- Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
- Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
- Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
- Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
- Be able to organise yourself, prioritise your own workload/activity, and work to meet deadlines.
- Demonstrate patience and calmness.
- Show you understand the customer’s point of view.
- Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
- Maintain informative communication during service recovery.
Training schedule
Customer Service Level 2 Apprenticeship Standard
All workplace based
Essential qualifications
- GCSE in:
- English (grade 4-9)
- Maths (grade 4-9)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
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Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Administrative skills
- Logical
- Team working
- Initiative
- Patience
- Positive
- Time management
- Willing to learn
Other requirements
- An interest in customer service or community engagement
- Experience working or volunteering with people is desirable but not essential
- Willingness to learn about social housing, construction projects, and customer experience
- Ability to drive and have access to your own vehicle is desirable.
About this employer
We specialise in insulation, heating, and renewable energy solutions for blue chip clients, homeowners, tenants, and landlords across the UK. Our clients and customers benefit from our range of expert services including installation, inspection, repair, and replacement.
After this apprenticeship
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab). There may be the possibility of full time employment upon successful completion of the apprenticeship.
Ask a question
The contact for this apprenticeship is:
CITY OF SUNDERLAND COLLEGE
The reference code for this apprenticeship is VAC2000044295.
Apply now
Closes in 21 days (Friday 14 August 2026 at 11:59pm)
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