Level 3 Apprentice Customer Service Specialist Review
at Northumbrian Water Group
Level 3 Apprenticeship
Customer Service
Durham
Review Submitted: March 2026
Overall Rating
5 /5
The Overall Rating is the average of all the ratings given in each category. We take those individual ratings and combine them into one final score!
5/5
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Overview of Role
5/5
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Skills Development
5/5
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Structure and Support
Overview of Role
Please give an overview of your role and what this involves on a day-to-day basis:
5/5
In my everyday role as an Level 3 Customer Service apprentice, I take calls, dispatch crews, assess emergencies but overall, I am a front line advisor who often, is the initial contact and the first to hear about a customers query/problem.
To what extent do you enjoy your programme?
5/5
I love my programme, its opened so many doors to so many opportunities and really helped me grow as a person. I am more organised and better with time management than I have ever been and I feel like now, I can genuinely say I am happy in my job.
Skills Development
Have you learnt any new skills or developed existing skills?
5/5
I feel that I have developed new knowledge on water, waste water and water quality and this has been such an interesting experience for me. I have prior experience of working in a call centre and I brought with me lots of transferable skills such as good customer service etiquette, empathy, active listening and problem solving. I definitely think that during my time at NWL that I have grown in confidence and become more organised, timely and I feel that I matured and became more adaptable to certain situations.
Structure and Support
How well organised/structured is your programme?
5/5
My programme is very well structured, I receive a monthly call from my apprentice tutor in which I receive my work for that period, we have discussed my organisational needs and how I like to have my work presented to me - he emails me a check list of my work which helps me stay on top of things. I also feel very comfortable messaging my tutor if I have any urgent queries between our lessons.
How much support do you receive from your employer?
5/5
I receive constant support from NWL and I have multiple contacts I can approach if needed. My employer has taken time to understand the difference between being a full time employee and being a host employee and they have learned to bridge the gap and make ATA apprenticeships feel part of the family.
How much support do you receive from your training provider when working towards your qualifications?
5/5
My training provider have been great, they have always been able to answer any questions I have and are on the ball constantly with keeping my apprenticeship tracker up to date. They also have a monthly themes channel were they cover hot topics and high interest subjects which we are sent. LSP are a very supportive company and offer out of office support I'm able to utilise if I was to ever have an issue where I didn't feel comfortable going to someone in my company.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
5/5
My modules within my qualification are heavily based on the customer service environment and I feel that this benefits me. Through my research I have learned about different leadership styles, continuous improvement and I have been able to share my skills through a personal statement style essay. For me personally, these are all topics that I can take back into my role and incorporate them seamlessly. This helps to improve my work ethic and overall presence within my role.
Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)
5/5
We have lots of events going on throughout the year such as the summer and Christmas innovation festivals, we have days in the life where we can go out with the field teams or to labs etc and learn about other peoples roles, we have 'tap into' where we offer lots of incentives and discounts for employees and we also have weekly wellbeing meetings where we are in a safe, comfortable space away from desks if we ever need to share anything.
Recommendations & Advice
Would you recommend Northumbrian Water Group to a friend?
Yes
Why?
I think its a great company to work for, there are a multitude of opportunities and career pathways to go down that suit everyone. Although we are such a big company spanning across multiple departments, I feel that it is one big team and we are all working simultaneously to keep up morale and work ethic.
What tips or advice would you give to others applying to Northumbrian Water Group?
Be open to trying something different, we offer so many different career paths within our industry and the career you had in mind might be the complete opposite of what you end up doing. Its great to take risks and try something new because you may find a job that you'd never even though of.
