Level 2 Apprentice Customer Advisor Advanced

Are you ready to live your future? Do you want to be part of building a greener, healthier, and stronger North West? Come and join us! With a range of award-winning roles on offer, you’re sure to find your perfect career here at United Utilities. We’ll provide you with industry-leading skills and the experience you need to succeed in your chosen field.

Who are United Utilities? United Utilities is responsible for water and wastewater services in the North West of England. From 2025-2030 we will undertake the largest investment in water and wastewater services in the North West in 100 years – that’s more than £13 billion worth of projects. Now, more than ever, we need inspiring future talent to help make the North West stronger, greener, and healthier.

Whatever area of our business your interests lie in, our award‑winning apprentice programme will give you first‑class training and support, together with an in‑depth understanding of your chosen business area – so that you can develop the skills you need to progress your career as you make a real contribution to the communities we serve.

Life as a United Utilities Apprentice: Our apprentices are well looked after, with a generous salary, 26 days of leave (excluding bank holidays), a £500 contribution towards learning to drive, and many more benefits. You’ll have a dedicated mentor and manager to support you every step of the way. All we ask is that you’re willing to learn, work well as part of a team, and manage your time and workload effectively.

As a Level 2 Apprentice Customer Advisor Advanced, you’ll learn how to:

• provide excellent customer service to our customers, including diagnosing and resolving customer issues to their total satisfaction
• deal with customer queries quickly and efficiently through to resolution
• escalate cases for support as required
• ensure systems notes and records are updated in line with regulatory requirements

A bit more about the role: Your apprenticeship will last 18 months, and successful apprentices will achieve a Level 2 Customer Service Practitioner standard endorsed by the Institute for Apprenticeships. Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level. Your learning will be at your workplace with ad hoc day release for study.

The work you do is vital for our business. You’ll be dealing with customers queries quickly, efficiently and through to resolution ensuring that they are completely satisfied with how we have dealt with their query. You’ll also be involved in:

• Speaking with and helping our customers with their queries or problems
• Accurately recording and processing a variety of customer enquiries
• Diagnosing customer issues and investigating and interpreting data held on several different systems
• Managing customer expectations as well as setting and agreeing timescales for actions to be performed
• Promoting United Utilities products and services
• Gaining insight into various departments and teams within our customer service teams.

What we’re looking for: We’re looking for someone keen to gain hands‑on experience, develop practical skills, and achieve the standards needed to succeed in this role. You’ll need to have: 2 GCSEs or equivalent, grades A‑C or grades 9‑4 in Maths and English.

Why choose us to kickstart your career?

• Secure your future – Every apprentice is guaranteed a permanent position at the end of their scheme*
• A springboard to your career – You’ll receive structured training, a dedicated mentor, and high‑quality learning to help shape your career
• Inspire the next generation – You’ll have the chance to represent United Utilities at key events across the region, engaging with young people to bring careers in the water industry to life
• Reward and benefits – There are lots of perks, including a starting salary of £20,000, which will increase each year based on performance
• Be part of the UU family – You’ll have the chance to network, bond, and learn from your colleagues and fellow apprentices

*As long as you meet all necessary standards and behaviour criteria throughout the programme.

Additional Information: Please check and ensure that you are comfortable with the following points before you apply:

• It is essential that you live within a reasonable commuting distance of the base location of your apprenticeship
• As part of your induction, you will attend a five day residential trip to the Lake District. This is a fantastic opportunity to develop your skills in a beautiful setting with your fellow apprentices. Accommodation and boarding will be provided
• During your apprenticeship, you may need to travel to your place of study. If you’re not local to your place of study, accommodation will either be provided or reimbursed by United Utilities during this period (excluding weekends). Please consider travel requirements and staying away from home if applicable

Determined by the role that you are applying for, our recruitment process may require you to complete:

• An Online application form
• Online tests
• An in‑person interview (and presentation) or assessment centre
• A technical test

If you are offered a job with us, a number of pre‑employment checks will need to be carried out before your appointment can be confirmed. Any offer of employment with United Utilities will be subject to a satisfactory report from the Disclosure Scotland / the Disclosure and Barring Service.

Please only apply for one apprenticeship role. Part of the assessment process will be to detail why you have applied for your selected apprenticeship vacancy. Please note that we are unable to offer Visa sponsorship for this role. You must have been ordinarily resident in the UK for at least three years before starting the apprenticeship.