Day In The Life Of A Customer Service Apprentice
A Glimpse into Harry's Work Day whilst Developing his Career
Hi! I’m Harry, a Customer Service Advisor Apprentice here at Valda Energy. I joined the contact centre team about 7 months ago. Before that, I spent some time working as a labourer after finishing my GCSEs but I quickly realised that wasn’t the right fit for me. I didn’t have a set career path in mind at the time, but I knew I wanted to gain experience, keep learning, and find a workplace with a positive, supportive culture. Fast forward to now, and I’m learning something new every day, not just about the energy industry, but about communication, teamwork, and even myself.
I usually arrive around 8:30 to ease into the day. I throw on some music, drink plenty of water, check emails, and catch up on any outstanding customer queries or complaints. I also touch base with our Team Leaders or Manager to check on the previous day’s performance and make sure I’m all set for what’s ahead. We’ve got a great team vibe as there’s always someone to share a laugh with or bounce ideas off.
This particular morning kicks off with apprenticeship work. Each month, my tutor and I meet to discuss the learning topics for the month ahead; this month, we’re focusing on building relationships. I also spend some of this time studying for my Maths re-sit, working through practice problems and focusing on areas I’m improving in with support from my tutor.
I’m back on the floor taking calls or responding to emails for a quick half-hour before lunch. If things are quieter, I use this time to continue with apprenticeship tasks.
I take a quick break for lunch, usually grabbing a bite and heading outside for some fresh air or catching up with colleagues for a chat. It’s a nice way to recharge before the afternoon.
Afternoons are a mix of customer calls, emails, and occasional team huddles. Every conversation is different; I might be helping someone submit a meter reading, understand their bill, or set up a new account. I always try to put myself in the customer’s shoes. Some people want quick answers, others need a bit more guidance. Either way, it’s all about making the experience as smooth and helpful as possible.
Time to step outside for 15 minutes and get some fresh air before the final stretch.
I’m back on the phones and emails, helping resolve any outstanding issues. Whether it’s a simple question or a more complex case, it’s satisfying to see things through and make a real difference to someone’s day. During this time, I also take notes on recurring issues to share with the team, helping us improve our service. It’s rewarding to know that my feedback can lead to positive changes for both customers and colleagues.
I use the last 15 minutes to check and respond to emails, plan for the next day, and follow up on anything that needs attention. Before logging off, we usually have a quick debrief with the team. There’s something really rewarding about ending the day knowing you’ve helped customers, learned something new, and had a bit of fun along the way. The conversations I have daily are helping me grow both personally and professionally.
One of the things I love most about Valda is how the little wins are always recognised. Whether it’s a shout-out in the team meeting or a quick “well done” in the chat, it really makes you feel seen and valued.
If you’re thinking of applying for an apprenticeship at Valda, go for it! You don’t need to have everything figured out. Just bring your willingness to learn, your curiosity, and a positive attitude. I never expected to grow this much in such a short time and I’m excited to see where this journey takes me next.
