Customer Service Apprentice

Summary

An exceptional opportunity to join and grow with the global, rapidly evolving company Fluor and Energy Materials. This apprenticeship will give you the chance to develop valuable skills with a team which looks after the varied needs of customers all over the world, co-ordinating a sophisticated system which ensures continued custom.

Wage

£22,500 a year

Training course

Business administrator (level 3)

Hours

Monday to Friday 8am to 4pm (Flexi)

37 hours 30 minutes a week

Start date

Thursday 16 October 2025

Duration

1 year 6 months

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 exciting role will cover customers and suppliers from across the globe, working with the Refrigerant Products Customer Service Team Leader across the full range of products and services and collaboratively with other teams such as logistics, transport engineering, operations and sales to maximise customer satisfaction. Throughout the apprenticeship you will learn how to effectively coordinate resources and handle customers’ enquiries, orders and returns, in an accurate and timely manner, ensuring our customer needs are met on time and in full. Manage the despatch and export of products to ensure S&OP plans are fully met, whilst ensuring full compliance with business requirements and various countries regulations and legislation.

Duties and responsibilities will include:

Use of IT systems to generate paperwork required to despatch orders/deal with stocks
Process customer enquiries and orders through to invoicing
Provide regular debt chasing feedback and ensure that customers are kept informed of the progress of their orders
Effectively handle all orders ensuring that customers’ needs are met and that product is received on time and in full and business reporting requirements are also met
Ensure orders are regularly reviewed with them against forecast for S&OP efficiency
Ensure customer complaints are handled efficiently and effectively by recording them and investigating them in the appropriate manner
Comply with all applicable regulations so that the business can deliver the requirements of our customers, whilst ensuring 100% compliance with legislation
Develop an understanding of our customers’ needs and expectations, to deliver excellent customer service
Maintain excellent communication with the service delivery team and with other business functions e.g. operations, commercial and finance. Ensure that there is seamless and effective open communication and that any boundaries are broken down in the interest of excellent customer service

Training

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

Training provider

CHESHIRE COLLEGE SOUTH AND WEST

Training course

Business administrator (level 3)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents

Skilled in the use of multiple IT packages and systems relevant to the organisation in order to: write letters or emails, create proposals, perform financial processes, record and analyse data. Examples include MS Office or equivalent packages. Able to choose the most appropriate IT solution to suit the business problem. Able to update and review databases, record information and produce data analysis where required.
Produces accurate records and documents including: emails, letters, files, payments, reports and proposals. Makes recommendations for improvements and present solutions to management. Drafts correspondence, writes reports and able to review others' work. Maintains records and files, handles confidential information in compliance with the organisation's procedures. Coaches others in the processes required to complete these tasks.
Exercises proactivity and good judgement. Makes effective decisions based on sound reasoning and is able to deal with challenges in a mature way. Seeks advice of more experienced team members when appropriate.
Builds and maintains positive relationships within their own team and across the organisation. Demonstrates ability to influence and challenge appropriately. Becomes a role model to peers and team members, developing coaching skills as they gain area knowledge.
Demonstrates good communication skills, whether face-to-face, on the telephone, in writing or on digital platforms. Uses the most appropriate channels to communicate effectively. Demonstrates agility and confidence in communications, carrying authority appropriately. Understands and applies social media solutions appropriately. Answers questions from inside and outside of the organisation, representing the organisation or department.
Completes tasks to a high standard. Demonstrates the necessary level of expertise required to complete tasks and applies themself to continuously improve their work. Is able to review processes autonomously and make suggestions for improvements. Shares administrative best-practice across the organisation e.g. coaches others to perform tasks correctly. Applies problem-solving skills to resolve challenging or complex complaints and is a key point of contact for addressing issues.
Takes responsibility for initiating and completing tasks, manages priorities and time in order to successfully meet deadlines. Positively manages the expectations of colleagues at all levels and sets a positive example for others in the workplace. Makes suggestions for improvements to working practice, showing understanding of implications beyond the immediate environment (e.g. impact on clients, suppliers, other parts of the organisation). Manages resources e.g. equipment or facilities. Organises meetings and events, takes minutes during meetings and creates action logs as appropriate. Takes responsibility for logistics e.g. travel and accommodation.
Uses relevant project management principles and tools to scope, plan, monitor and report. Plans required resources to successfully deliver projects. Undertakes and leads projects as and when required.

Training schedule

The successful candidate will follow a Level 3 programme and study towards a full Standard as a Business Administrator. This training will be structured and delivered by Cheshire College - South & West. Apprentices will be supported via an agreed training plan. The apprentice will receive regular visits with a dedicated assessor. The assessor will set individual learning tasks as part of the apprentice’s workplace training that will incorporate your daily roles and duties. You will also have a mentor within the Fluor and Energy Materials to support you with your studies and apprenticeship progress.

Requirements

Desirable qualifications

GCSE in:

English (grade C/4)
Maths (grade C/4)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

Communication skills
Attention to detail
Organisation skills
Team working
Reliable
Work ethic
Polite

Other requirements

The location of the business is not on regular public transport routes.

About this employer

Fluor and Energy Materials is part of Orbia which is one of the world’s leading fluorspar producers. Its products are used in a vast range of applications including electric vehicles and energy storage, urban and rural infrastructure, indoor climate management, food and medicine refrigeration and even in treating respiratory conditions through the development of healthy and innovative low-GWP propellants for metered- dose inhalers. This opportunity is based at the company’s Ince site, in contemporary, stylish and modern offices, where there is a focus on medical grade fluorspar products and industrial refrigeration solutions. The welcoming and friendly Customer Service team work closely to look after long standing, global customers who rely on Fluor and Energy Materials’ advanced products.

After this apprenticeship

A full-time job is on offer following the successful completion of the apprenticeship. Candidates will be encouraged to pursue further training and develop their skills within the organisation.

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