We are excited to offer a fantastic opportunity for a Customer Service Apprentice to join our Sheffield Local Authority account based in Sheffield.
Starting Salary: 25,536.00 (Subject to review)
Location : Ecclesfield Depot, Sheffield, S35 9YR
Working hours per week: Monday - Friday 8:00 - 4.30. 40hr/week
Start date : September 2026
Apprenticeship Link: Customer service practitioner / Skills England
As part of your apprenticeship, you will be enrolled onto the Customer Service Practitioner Level 2 programme, which will take approximately 15 months to complete. You will be fully supported by our partnered college through 1-2-1 guidance, e-learning materials and technical support throughout your learning journey.
Join our vibrant, inclusive community in Sheffield Local Authority, working on diverse projects that make a real positive impact across the UK.
The contract has transformed 75% of the city's roads within its first five years-improving them from some of the worst in the country to among the best. We continue to maintain this infrastructure to the improved standards.
We are improving and maintaining 1,180 miles of road, 2,050 miles of pavement, 68,000 streetlights, 36,000 highway trees, 28,000 street signs, 72,000 drainage gullies, 480 traffic signals, 18,000 items of street furniture, 2.9 million sqm of grass verges and over 600 bridges and highway structures.
What you will do:
The main purpose of the Customer Service Apprentice is to deliver effective and efficient customer-facing services by processing maintenance requests, managing compliance-related tasks and resolving customer queries and complaints.
Your responsibilities will include:
Managing customer queries, requests and complaints received from Amey employees, clients and contractors.
Answering high volumes of calls within agreed contract targets.
Maintaining excellent levels of customer service and service delivery.
Processing calls, emails and web requests via Amey's chosen software.
Taking ownership of all requests through to completion, including progress chasing.
Escalating customer issues as appropriate.
Understanding contract response times and Service Level Agreements.
General administration tasks for day-to-day operations and out-of-scope projects.
Completing shift responsibilities, including monitoring web events, email events, external systems and running daily/weekly/monthly reports.
Demonstrating confidence in systems and processes to new and existing clients.
Making proactive outbound calls and following up cases through to completion.
Ensuring high attention to detail in all work, including cases, reports and requests.
Adhering to Amey policies and Customer Service processes.
Reporting any non-compliance issues to a Team Leader or Manager.
Providing regular management information reports as required.
Assisting with training new employees in Customer Services.
Supporting the creation and analysis of performance and improvement reports.
Scheduling responsive and planned appointments for field-based operatives. What you will bring:
If you do not hold GCSE/Functional Skills qualifications, you must achieve a minimum of Entry Level 3 in Maths and English during initial assessment.
Full UK driving licence.
Proficient typing speed.
Ability to multi-task in a fast-paced environment.
Excellent interpersonal skills.
Ability to work under pressure, meet tight deadlines and prioritise workload.
Strong organisational skills, particularly in time and diary management. Applicants must be at least 18 years of age to be eligible for consideration, due to the nature of the work associated with this account.
Please note that successful applicants must undergo random drug and alcohol testing in line with our commitment to a safe and compliant working environment.
Shortlisting will be based on submitted certificates, predicted grades or achieved qualifications. If you have issues uploading documents, please contact our People Services team.
Why join Amey?
At Amey, we work on long-term, stable contracts, allowing you to plan a long-term career with us. We have been awarded Platinum status by Investors in People, underscoring our commitment to supporting our people across every part of our organisation.
Whether you are starting your career, returning to the workplace or bringing professional experience, there is a place for you here.
Our benefits are designed to help you thrive at work and in your home life. You will have the flexibility to choose benefits and development opportunities that are best for you.
Remuneration: Competitive annual salary with potential yearly reviews to ensure you're rewarded for your contributions.
Career Growth: First-class mentoring and a structured learning and development programme to support your professional and personal development.
Training Opportunities: Fully funded leadership programmes and comprehensive training tailored to your growth.
Holidays: 24 days' annual leave plus bank holidays, with the option to buy more.
Pension: Generous scheme with additional contributions from Amey.
Flexible Working: Hybrid, part-time and flexible work patterns open for discussion to support work-life balance.
Flexible Benefits: Customise your benefits such as insurance, Cycle2Work, and discounted gym membership.
Exclusive Discounts: Access to an online portal with discounts from major retailers and healthcare providers.
Giving Back: Two Social Impact Days each year for volunteering and fundraising.
Family-Friendly Policies: Support for new parents and those with caring responsibilities.
Affinity Networks: Join networks that connect, support and inspire diverse communities within Amey. About Amey
We are a leading provider of full life-cycle engineering, operations and decarbonisation solutions for transport infrastructure and complex facilities.
Our purpose is to deliver sustainable infrastructure solutions that enhance life and protect our shared future.
Every day, our teams across the UK and internationally shape some of the most complex environments that will impact generations to come.
Find out more at (url removed)
Application Guidance and Diversity & Inclusion
At Amey, we continuously evolve our ways of working to reflect the diverse needs and backgrounds of our employees. We welcome applications from all suitably qualified candidates, regardless of race, gender, disability, religion/belief, sexual orientation or age. We believe everyone deserves an opportunity to shine.
As a Disability Confident Leader, we guarantee applicants with a disability an interview if they meet the minimum requirements for the role.
Please contact our recruitment team at peopleservices@(url removed) to discuss any access needs, reasonable adjustments or additional support required during the recruitment process.
Apply today
We may close this vacancy early if we receive sufficient applications. Please apply as soon as possible.
Inspiring Impact Together
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