Customer Service Apprentice

Looking to kick-start your career, gain hands-on experience, and earn while you learn? We’ve teamed up with GP Strategies to offer apprenticeship opportunities that give you real experience in a professional role. You’ll work towards recognised qualification, with 3 paid hours per week dedicated to your apprenticeship learning.

As a Customer Service Apprentice, your role will involve providing support and assistance to businesses, ensuring their needs are met and concerns are addresses promptly and effectively. You’ll be placed in either our Customer Service, Collections or Industrial and Commercial team. Responsibilities include communication, problem resolution, account management, product knowledge and documentation creation and reporting.

No experience needed, just a positive attitude, motivation and willingness to learn.

Perks you'll enjoy

Earn while you learn with a salary of £15,500
Fully funded for those aged 16-24
Real-world business experience with valuable transferable skills
Monday to Friday working schedule, so your weekends are all yours

What you'll be doing

Customer communication and care: Use clear, empathetic communication (written and verbal) to resolve customer issues, stay calm under pressure, and follow up on agreed actions
Listening and problem-solving: Apply active listening during calls, record key actions, and escalate any issues or delays as needed to ensure customer satisfaction
Collaboration and feedback: Work closely with colleagues across the business to find the right solutions and share constructive feedback to help improve service
Workload and performance management: Stay organised, meet deadlines, understand your KPIs, and use performance data to support continuous improvement
Apprenticeship development: Use your allocated 3 hours of study time effectively and attend weekly meetings with your GP Strategies assessor
Systems and processes: Use internal systems confidently, contribute to improvements, and understand key customer journey processes
Values and compliance: Demonstrate Castle Water’s values, follow regulatory requirements, complete all mandatory training, and uphold company standards
Flexibility and growth: Be open to additional tasks, contribute to team success, and take ownership of your professional development

What you'll bring to the role

Qualifications: Minimum Nat 5 Maths and Nat 5 English preferred
Communication skills: Clever verbal and written communication is essential for conveying information effectively, whether it’s through emails, phone calls or in-person interactions
Organisational skills: The ability to prioritise tasks and manage time effectively
Attention to detail: Being meticulous and thorough ensures accuracy in tasks like data entry, documentation preparation and record-keeping, minimising errors and oversights
Problem-solving skills: The capacity to identify issues, analyse situations and propose solutions is valuable for resolving challenges that may arise in day-to-day operations
Teamwork and collaboration: Working well with others, being cooperative and contributing positively to team dynamics fosters a productive and harmonious work environment
Adaptability: Flexibility and openness to change enable you to adjust to shifting priorities, new tasks and evolving business needs effectively
IT proficiency: Basic proficiency in using common office software such as Word, Excel and PowerPoint are necessary, along with the ability to quickly learn new software tools

Why choose Castle Water

Castle Water aims to deliver the best customer service in the sector. Creating positive interactions in the workplace and between our employees and our customers will help ensure our company continues to draw new and retain existing customers.

Castle Water has a track record of providing excellent customer service, and of developing innovative approaches to utility supply. We have more 5-star reviews on Trustpilot than all other water retailers. We pride ourselves on being transparent and treating customers fairly.

Our head office is based in Blairgowrie, Perthshire, within easy commuting distance of both Perth and Dundee. We are embedded in the local community and participate in many local events and activities.

It’s been an incredibly rewarding experience

Hannah Bodie

Onboarding Manager