At a Glance
- Tasks: Provide top-notch customer service and troubleshoot IT issues in a dynamic environment.
- Company: Flotek Group, a fast-growing tech company with a customer-first culture.
- Benefits: Starting salary of £20,000, equity scheme, and increasing holiday allowance.
- Other info: Join a supportive team focused on your growth and success.
- Why this job: Kickstart your career in IT with hands-on training and clear progression opportunities.
- Qualifications: GCSE English required; interest in IT and strong communication skills preferred.
The predicted salary is between 45000 - 45000 £ per year.
Please do not apply for this apprenticeship if you have a Degree within IT or a similar discipline as you will not be eligible for the apprenticeship position.
About Flotek
Flotek Group is a fast-growing technology company providing IT and communications solutions to businesses across the UK. The company prides itself on delivering services with expertise, passion, and a strong customer‑first approach, supported by a positive working culture.
About the Role
This role is designed as a progressive career pathway. You will initially join as a Customer Support Advisor focusing on customer service, call handling, and ticket triage. As your knowledge and experience develop, you will transition into a Customer Support Technician, taking on more technical troubleshooting and resolution responsibilities. The name of the Apprenticeship is Digital Infrastructure Engineer Level 3.
Key Responsibilities
- Answer inbound customer calls in a professional, friendly manner
- Triage incoming issues and assess impact and urgency
- Log clear, detailed tickets for technical teams
- Set expectations for response and resolution times
- Keep customers updated on ongoing issues
- Escalate urgent or complex issues appropriately
- Maintain high levels of customer service under pressure
- Take ownership of technical tickets and begin resolving issues directly
- Perform structured troubleshooting across IT and telecoms systems
- Manage ticket queues and prioritise workloads effectively
- Work closely with senior engineers on escalations
- Identify recurring issues and suggest improvements
- Contribute to delivering high‑quality service standards
Skills & Experience
- Strong communication skills (verbal and written)
- Customer service experience (contact centre or helpdesk preferred)
- Interest in IT and telecoms technologies
- Ability to work calmly and accurately in a fast‑paced environment
- Strong problem‑solving mindset and willingness to learn
Qualifications
- GCSE (or equivalent) English – Grade A*–C / Level 2 (required)
- GCSE IT or related subject (desirable)
On‑the‑job training with Flotek, structured apprenticeship training provided by Catapwlt, and a clear progression path from Advisor to Technician.
Benefits
- Starting salary of £20,000
- Staff Share Equity Scheme
- 21 days holiday increasing to 25 with service plus bank holidays
- Supportive environment focused on career growth
Job Type: Apprenticeship
Ability to commute/relocate: Bridgend, Bridgend: reliably commute or plan to relocate before starting work (required)
IT Customer Service Advisor in Swansea employer: Catapwlt
Flotek Group is an exceptional employer, offering a supportive environment that prioritises career growth and development for its employees. With a strong customer-first approach and a positive work culture, the company provides on-the-job training and a clear progression pathway from Customer Support Advisor to Customer Support Technician, making it an ideal place for those looking to build a meaningful career in IT. Located in Bridgend, employees also benefit from competitive salaries, a staff share equity scheme, and generous holiday allowances.
StudySmarter Expert Advice🤫
We think this is how you could land IT Customer Service Advisor in Swansea
✨Get to Know Your Local Businesses
For an apprenticeship in customer support, don’t hesitate to pop into local shops or businesses. They might not have job postings up, but often they’re looking for eager apprentices who can learn on the job. Approach them with confidence and express your interest.
✨Leverage Online Communities
Dive into online forums and communities focused on customer support. Places like Reddit or specific Facebook groups are goldmines for advice and networking. You never know who might be looking for an apprentice or have insider tips about openings at places like Catapwlt.
✨Tap Into Your School’s Resources
Make sure to use your school’s career services. They often have connections with companies looking for apprentices, which can give you a head start. Plus, they can help you polish your interview skills to shine during those crucial moments.
✨Show Your Passion Online
Create a simple portfolio showcasing any relevant experience, even if it's just customer service experience from part-time gigs. Share it on platforms like LinkedIn to make yourself more visible to employers like Catapwlt. It’s all about getting your name out there and showing you’re keen to learn!
We think you need these skills to ace IT Customer Service Advisor in Swansea
Some tips for your application 🫡
Show off your communication skills!:In customer support, being able to communicate clearly and effectively is key. When writing your application, make sure to highlight any relevant experience where you've had to support or assist others, whether that's in a job, volunteering, or even in school projects. We want to see how you express yourself and ensure that your enthusiasm comes through!
Tailor your CV to the support role:Your CV should reflect skills that are essential for customer support, like patience, problem-solving, and empathy. Highlight any instances where you've handled difficult situations or resolved conflicts, even if they're not from a formal job. This is your chance to prove that you have the right mindset for an apprenticeship with us at Catapwlt.
Include relevant coursework or certifications:If you've taken any courses related to customer service or communications, shout about them! This could be anything from online courses to workshops. Certifications show us you're serious about getting into the field and help us see your commitment to learning more in your apprenticeship.
Express your willingness to learn:Since this is an apprenticeship, showing that you’re eager to learn and grow is really important. In your cover letter, share specific reasons why you want to join Catapwlt and how you're looking forward to gaining hands-on experience in customer support. We love candidates who are enthusiastic and ready to dive into the learning process!
How to prepare for a job interview at Catapwlt
✨Mastering Communication Skills
As a customer support apprentice, showcasing your verbal and written communication skills is essential. Think about past experiences where you've had to resolve issues or clarify misunderstandings – be ready to discuss these during your interview. Remember, it's all about demonstrating your ability to empathise with customers and provide effective solutions.
✨Brush Up on Product Knowledge
Get familiar with the products or services offered by Catapwlt. Being knowledgeable about what they sell not only shows your interest but also helps you answer possible technical questions about how you’d assist customers. Prepare to discuss how you would approach learning about new products and your strategy for staying updated.
✨Prepare for Scenario Questions
Expect interviewers to throw some real-life scenarios at you. Prepare for questions about how to handle difficult customers or complaints. They want to see how well you can think on your feet and apply your customer service skills in challenging situations. Try role-playing with a friend to feel more prepared!
✨Show Enthusiasm for Learning
Since you’re applying for an apprenticeship, the hiring team at Catapwlt will be looking for your motivation to learn and grow. Be ready to express your eagerness to absorb knowledge from seasoned professionals and how you plan to contribute to the team's success. Show them that you're not just looking for a job, but a pathway to build your skills!
