Apprentice Customer Experience Advisor

Apprentice Customer Experience Advisor

Location: Manchester, Johnson Controls office – Grimshaw Lane, Manchester, M40 2WL. This is an office‑based role, five days per week.

Responsibilities

• Work within the Business to Business (B2B) customer enquiries team, serving as the initial face of our business by answering inbound calls from our customers.
• Work in the B2B complaints team, managing and resolving customer issues and ensuring high satisfaction levels through effective communication and problem‑solving skills.
• Handle all enquiries efficiently with a customer‑first approach.
• Collaborate with multiple customer service departments to resolve queries and ensure customers receive the best service from Johnson Controls.
• Provide accurate information on products, policies and procedures.
• Update the Customer Relationship Management system to retain accurate and timely information needed for quick query resolution.
• Support customers through periods of dissatisfaction, de‑escalating and resolving issues.
• Liaise with customers who are raising complaints or wishing to cancel contracts via a variety of communication methods to resolve the issues and retain the business.
• Feed back outcomes to ensure proactive steps are taken to improve the customer journey.

Qualifications

• GCSE English and Maths – Grade 5 (C) or above.
• A passion for creating amazing customer experiences.
• Team spirit, hardworking attitude and strong communication skills.
• A love for technology and engineering.

Training

• BMS PROGRESS – Level 3 Customer Service Practitioner.
• Combination of college learning and hands‑on mentoring. College is a day‑release remote programme.

Benefits

• Starting salary of £15,600.
• All equipment provided.
• 25 days holiday plus bank holidays.
• Access to company pension scheme.
• Overtime where applicable.

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