Spares Team Customer Service Apprentice

Summary

Xylem is a leading water technology company with 23,000 employees operating in over 150 countries. They are looking for a customer focussed Apprentice to join their Internal Spares Team and be part of their vision for the future.

Wage

£16,165.50 a year

Check minimum wage rates (opens in new tab)

The apprentice wage is reviewed and increased annually.

Training course

Customer service practitioner (level 2)

Hours

Monday to Friday, 9.00am to 5.00pm.

37 hours 30 minutes a week

Start date

Tuesday 6 May 2025

Duration

1 year 4 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

This is an exciting opportunity to join Xylem Water Solutions’ Internal Spares Team as an Apprentice, where you’ll gain hands-on experience in customer service, sales processes, and technical support while working towards a valuable qualification.

Xylem is a leading water technology company committed to "solving water" by creating innovative and smart technology solutions to meet the world's water, wastewater and energy needs.

What You’ll Be Doing:

As our apprentice, you will get hands-on experience and gain new skills and work alongside experienced staff. Through a combination of on-the-job learning and practical skills development, you will work on real projects from day one.

Communicating with customers via phone and email, handling enquiries, and ensuring excellent service.
Processing customer orders accurately and efficiently.
Learning how to select and recommend pump spares and accessories to meet customer needs.
Working towards key targets and KPIs set by the Spares Manager.
Supporting internal and external stakeholders, including colleagues and the wider sales team.
Maintaining records and procedures to ensure smooth operations.
Developing your professional skills, from teamwork to problem-solving.

What We’re Looking For:

A willingness to learn and develop within a growing industry.
Strong communication and people skills – friendly, confident, and approachable.
A keen eye for detail and problem-solving abilities.
Ability to work to deadlines and manage priorities.
A proactive mindset with a passion for continuous improvement.

Why Join Us?

Gain practical experience while working towards a professional qualification.
Work in a supportive team environment where your development is a priority.
Build a strong foundation for a long-term career in customer service, sales, or technical support.
Be part of an industry-leading company with fantastic career progression opportunities.

Job Description:

Become competent in the selecting of pump spares accessories.
Working to gain in depth knowledge of internal sales processes and procedures
Answering calls on the phone queues and assisting with customer queries.
Enter customer orders ensuring a high-level attention to detail, managing customer expectations.
Working to achieve agreed KPI’s and targets as prioritised by the Spares Manager.
Help to maintain all records and procedures where necessary.
Learn and engage to manage and develop both professionally and personally.
Comply to all Health and Safety standards at all times ensuring proper reporting when necessary Key Competencies:
Willingness and drive to learn
Desire to ask questions and actively listen · Numerate and have strong problem-solving skills.
Effective communicator
People skills (approachable, friendly and confident) and a team worker
Organised and can work to deadlines
Continuous improvement mindset
Cross-boundary collaboration
Inspiring accountability Key Relationships: External: Customers, external sales team, colleagues based in other Xylem facilities and facility visitors of any description Internal: Managers, Team Leaders, Employees

Where you’ll work

Private Road Number 1
Colwick
Nottingham
NG4 2AN

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

College or training organisation

WEST NOTTINGHAMSHIRE COLLEGE

Your training course

Customer service practitioner (level 2)

Equal to GCSE

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.

Your training plan

What will I study?

Customer journey and expectations
Understanding your organisation and industry
Regulations and legislations relating to customers
Interpersonal skills and communications
Right first-time approach
Taking ownership of the customer enquiry
Dealing with conflict and challenge

How will I be assessed?

Blended delivery method including day release at college, work-based assessment and online learning including Reflective accounts, witness statements, activity-based work books, presentations, professional interview/discussion and work-based projects.

What does the course lead to?

Following the successful completion of the intermediate apprenticeship there is the opportunity for further development using other apprenticeship standards, depending on how your role has evolved and the potential to work towards career progression.

Requirements

Desirable qualifications

GCSE in:

Maths and English (grade 4 - 9 or equivalent (A* - C))

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
IT skills
Attention to detail
Customer care skills
Problem solving skills
Administrative skills
Number skills
Logical
Team working
Initiative
Non judgemental
Patience

Other requirements

The National Minimum Wage for Apprentices is £7.55 per hour. This applies to 16-18 year old apprentices and those aged 19 and over in the first year of their apprenticeship. For all other apprentices the National Minimum wage appropriate to their age applies. The Wage for apprentices applies to both time spent on the job plus time spent training.

About this company

As an apprentice, South West Apprenticeship Company Limited, the Flexi Job Agency (FJA) will employ the successful candidate on behalf of this employer. 99% of our apprentices gain full-time employment with their host organisation after completing their apprenticeship or they have progressed onto higher qualifications. The experience and knowledge you gain, plus the relationships you develop, make it easier to progress quickly.

http://www.theswac.org.uk (opens in new tab)

Company benefits

Pension Student Discount Parking

After this apprenticeship

It is expected that after successfully completing your Apprenticeship, you will progress onto the Level 3 Customer Service Specialist Apprenticeship. Xylem will continue to be committed to your learning and development throughout your career with us.

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.

Ask a question

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