Customer Service Apprentice (fixed - term 18 Months)

Customer Service Apprentice (Fixed-Term 18 Months)

United Infrastructure is a dynamic, rapidly expanding business, delivering critical infrastructure to communities across the UK. We pride ourselves on delivering innovative solutions to the complex challenges our clients face in five key sectors: water, energy, power, telecoms and property services, under two main business areas – Utility Infrastructure and Social Infrastructure. We employ over 2200 people and work with a broad range of public and private sector clients. We are dedicated to creating a connected, sustainable future, and our work plays an important role in achieving the UK's net zero ambitions. We deliver infrastructure that supports the energy transition as well as improving the energy efficiency of thousands of homes and addressing industry skills gaps by providing formal qualifications and training in the net zero space. We are a fast-paced, diverse, and hugely ambitious business. We welcome challengers, innovators and people who embrace change and want to establish themselves in a creative environment that champions freedom of expression and supports them in their personal and professional development – because together, we achieve more.

Job Description

This is an exciting time to join United Infrastructure on our Apprenticeship Programme as the business continues to grow, and we have a significant order book of secured future projects.

We are looking for an apprentice to join our New Homes business, who provide much-needed build-to-rent and affordable housing solutions, addressing the housing challenges facing our communities. You will join our aftercare coordination team who provide an efficient and effective customer care service, liaising with customers, contractors, site and management teams whilst maintaining effective working relationships. Some of your key responsibilities will include:

• Liaising with customers and sub-contractors to establish an excellent after sales/maintenance response to all complaints/queries.
• Answering calls and e-mails from customers regarding their property repairs, dealing with them empathetically, professionally and positively, ensuring their queries are answered and resolved within the agreed timescales.
• Logging defect repairs in the system and maintaining accurate records including solutions.
• Assisting the team to prepare informative and accurate reports for meetings as required.
• General administration duties to support the team.

As an Apprentice with United Infrastructure, you'll be given a real job from day one where you will gain hands-on industry experience, and the knowledge required to achieve a nationally recognised qualification. You'll be inspired and stretched professionally, but fully supported by an expert network of colleagues, as you work to build the foundations for a career within United Infrastructure, and the construction industry. As part of your apprenticeship programme you will be enrolled on the Level 2 Customer Service Practitioner Apprenticeship, which will be delivered by our training partner Smart Training and Recruitment. The programme is 15 months long and you will study online, spending one day per week working towards achieving your qualification. This could be attending a virtual classroom lesson or workshop, having 1:1 meeting with your tutor, completing online resources, completing research, or working on evidence to put in your portfolio. You will also meet regularly with your coach and your line manager to ensure you are progressing through your programme as expected. Upon successful completion of your apprenticeship, you will be awarded a Level 2 Customer Service Practitioner and will be eligible to join the Institute of Customer Service as an Individual member at Professional level.

To help you settle into your role, we'll provide you with a buddy from our apprentice population. They will have some great advice as they were in exactly the same situation as you not so long ago, and you'll also receive full support from your Line Manager and the Early Careers Manager who will help guide you throughout your apprenticeship programmme to help you achieve professional success.

Qualifications

In order to be successful in this role, we would like you to have already achieved:

• GCSEs at Grade 9-4/A*-C in English and Mathematics (candidates aged under 19 without this will be required to achieve functional skills level 1 during the programme and attempt functional skills level 2).
• Good IT skills and able to use Microsoft Office packages e.g. Outlook, Word, Excel etc.
• Good organisation, time management and communication skills.

You must also be available to start full-time work in October 2025 and have:

• The commitment to live and breathe our company values during your work and studies.
• The motivation and dedication to successfully complete your apprenticeship programme.

Please note, as this is an apprenticeship programme, in order to be eligible to apply you must not already have an equivalent level or higher qualification in the occupational area, or significant work experience.

Additional Information

We are committed to nurturing your creativity, encouraging the freedom to express yourself and fostering a supportive culture that values both personal and professional development. United Infrastructure are on an exciting journey of growth and innovation and our Apprentice programme will provide you with a solid foundation for you to develop your skills for the future and build your career with us. Some of our benefits include:

• Career development – from the moment you join, you'll be supported to develop, grow your skill set and progress your career the way you want.
• Cultivate – access to our idea and innovation platform, empowering you to drive positive business change.
• Cycle to work scheme
• Discounts – access to our leisure and shopping discounts and rewards platform.
• Employee networks – opportunity to join our organisation wide employee networks such as our Veteran's network, Women's network, and Young People's network which is dedicated to supporting and retaining employees in the early stages of their careers and empowers young employees and future leaders through Continuous Professional Development (CPD), Social Value and Team Building initiatives.
• Health and Wellbeing Support – access to our employee programme which includes access to a virtual GP and Dentist, mental health support and counselling, fitness and nutrition, and financial and legal advice.
• Health Cash Plan
• Holiday purchase scheme
• Payroll Giving – the opportunity to donate regularly from your gross pay to support charities of your choice.
• Pension – you will be eligible to join our pension scheme which we will also contribute to.
• Personal Support Network – you will receive a dedicated buddy and mentor and will join an early careers community of peers that will support you forward every step of the way.
• Reward and Award Schemes – access to our long service awards and above and beyond rewards.
• Social Value – you will be encouraged to support social impact activities each year to support charities and local community organisations.

We welcome applications from all suitably qualified candidates, regardless of their race, gender, disability, religion/belief, sexual orientation or age. We are proud to be a disability confident employer, please contact our Early Careers team at earlycareers@unitedinfrastructure.com if you would like to apply via this scheme, or to discuss any access needs, reasonable adjustments or additional application support that may be required at any point during the recruitment process so we can discuss how we can support you.

If you are ready to be part of our expanding team and contribute to our success, please submit an application. We recommend you apply as early as possible as we may close this vacancy before the closing date if we receive sufficient applications.