Summary
Join The IAA as a Customer Service Apprentice and be part of a mission to improve UK homes through energy efficiency. Gain hands-on experience, industry-recognised qualifications, and support from a trusted organisation driving sustainability and innovation. Start your career with purpose and impact!
Wage
£18,000 a year
Annual Salary
Training course
Customer service practitioner (level 2)
Hours
Monday - Friday: 9.00am to 5.00pm with 1-hours for lunch
35 hours a week
Start date
Sunday 12 October 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
* Dealing with queries via telephone and email as first point of contact and redirecting to departments as required
* Greeting learners and visitors at the NEEC
* Provide dates for customers with regard to training, testing and other services offered
* Processing of training course applications in all formats and ensuring invoices are raised and payment received
* Liaison with tutors where appropriate with regard to upcoming courses and room bookings
* Liaising with learners and providing support with regard to access of the training platform and live sessions
* Collating feedback from customers for all services provided and present findings to the line manager
* Monitor learner achievement and send out results and certificates as required
* Booking customer appointments and liaise with the remediation teams
* Communicate with customers regarding close down of works including scaffolding removal
* General administration support
* Operate in a manner that is consistent with company policy
Where you'll work
Unit 3 Union Park
Ouzel Industrial Estate
Leighton Buzzard
Bedfordshire
LU7 4ER
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
MILTON KEYNES COLLEGE
Training course
Customer service practitioner (level 2)
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.
* Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
* Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
* Depending on your job role and work environment: 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 Practitioner Level 2.
Training with Milton Keynes College. Ongoing training, support and development with the employer.
Requirements
Essential qualifications
GCSE in:
* Maths (grade 9-4)
* English (grade 9-4)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
* Telephone skills
* IT Literate
* Communication
* Team work
* Independent working
Other requirements
Must be able to travel from Leighton Buzzard to Bletchley to undertake delivery aspect of the apprenticeship.