Apprentice Customer Advisor Level 2

Severn Trent Plc; Wales; On-site; GBP 18,000 - GBP 22,000; Full time

Job summary

A UK utility company is seeking passionate individuals for its Apprentice Customer Advisor Programme aimed at developing skills in delivering high-quality customer service. Successful candidates will gain practical experience through various team placements and will work towards a Level 2 qualification. Ideal applicants should excel in communication, problem-solving, and adaptability in a dynamic environment. This apprenticeship promises personal and professional growth while making a significant impact on customer experience.

Qualifications

• Genuine passion for customer service and understanding clients' needs.
• Ability to adapt communication style based on customer situation.
• Willingness to engage and contribute to team dynamics.

Responsibilities

• Gain practical experience in multiple teams to develop skills.
• Deliver high quality products and services to customers.
• Discuss development and career ambitions with mentors.

Skills

Excellent communication skills

Problem-solving ability

Ability to work in a fast-paced environment

Collaboration skills

Education

Level 2 qualification in Agored Cymru

Job description

At Hafren Dyfrdwy, we believe everyone deserves more. More care for the environment, more sustainable initiatives, and more support for the communities we serve. That's why we're on a mission to deliver bigger and better things, and we need passionate apprentices like you to help us achieve our goals.

Our people and culture are the heart of our success. We're proud to be in the top 5% of utility companies worldwide for employee engagement and ranked as a Top 50 UK Employer on Glassdoor. With nearly 10,000 dedicated colleagues, we're looking for more brilliant people who are eager to turn challenges into opportunities for a better future.

If you're excited to learn, and ready to make a real impact, we want you on our team.

LET’S TELL YOU MORE

Apprenticeship Programmes are a great way to earn and learn! Our Apprentice Customer Advisor Programme offers the perfect blend of personal and professional development, exposing you to the core of our business.

You’ll be supported every step of the way. Your role will be to gain practical experience in a few teams developing your knowledge and understanding of Hafren Dyfrdwy and the processes.

All of this will allow you to further develop your skills so you can communicate data effectively to a wide variety of stakeholders. Furthermore, you'll spend time with our customer facing teams, delivering high quality products and services to our customers.

We welcome all apprentices from diverse backgrounds, as we know diverse minds bring new ideas and a different way of thinking. We are looking for someone who wants to build their career with us and grasp new opportunities, and in return we will support you with varied experiences, training and development to provide a grounding for your future career.

HOW WILL THE PROGRAMME WORK?

You will be based at our head office in Wrexham, the heart of our patch. The programme requires you to complete placements with our Customer Advisor teams throughout your time in the role, gaining exposure in different areas of the department so that you are equipped with the right skills to build your career here at Hafren Dyfrdwy .

In this exciting programme, you will have the chance to discuss your development and career ambitions in your 1-1 meetings with business leads, mentors, a study buddy, the cohort leader, and the New Talent Team.

As part of this apprenticeship, you will be studying towards a Level 2 qualification in Agored Cymru. You can find more information about this qualification (known as a standard) by following this link . We encourage you to read this additional information before applying.

WHAT YOU WILL LEARN

You will expand your knowledge of:

• How to understand the different needs and priorities of our customers and the best way to manage their expectations, recognising and knowing how to adapt style to be highly effective.
• You’ll learn the internal policies and procedures, including any complaints processes and digital media policies that are relevant to your role and our organisation.
• Learn how to establish the facts that enable you to create a customer focused experience and appropriate response.
• How to recognise customers that are in financial difficulties or vulnerable situations and where appropriate discussing the relevant Assistance Schemes.
• How to work to various performance targets including customer satisfaction, productivity, and accuracy.

WHAT WE ARE LOOKING FOR

We want our employees to care and to have a genuine passion for what we do as a business. We need people who want to make a difference in providing a vital service to our customers, now and for the long-term.

If you have the passion to succeed that we see in our apprentices every day, you’ll be a great match for our programme. We’d love you to be someone with:

• A ‘can do’ attitude – willing to get stuck in, take accountability for decisions and actions and who takes pride in their work
• A love of variety in a role and ability to adapt to a dynamic, fast-paced working environment
• Ability to quickly prioritise tasks and the initiative to dive head-first into problem solving.
• No two days are the same on the front line and not every day goes to plan, so you’ll need to be quick on your feet to respond!
• Excellent communication and collaboration skills and enjoy working with multiple teams