- Employer:
- Flotek
- Location:
- Old Field Rd, Pencoed, CF35 5LJ, United Kingdom.
- Pay:
- starting salary £20,000
- Hours of work:
- 31-40 hours per week
- Training provider:
- Catapwlt
- Level:
- Apprenticeship (Level 3)
- Sector:
- Digital Technology
- Pathway:
- Digital Infrastructure Engineer
- Possible start date:
- 27 July 2026
- Closing date:
- 20 July 2026
- Positions available:
- 2
- Vacancy ID:
- 7105
About the apprenticeship
Duties
This role is designed as a progressive career pathway. You will initially join as a Customer Support Advisor focusing on customer service, call handling and ticket triage. As your knowledge and experience develop, you will transition into a Customer Support Technician, taking on more technical troubleshooting and resolution responsibilities.
Phase 1 – Customer Support Advisor
• Answer inbound customer calls in a professional, friendly manner
• Triage incoming issues and assess impact and urgency
• Log clear, detailed tickets for technical teams
• Set expectations for response and resolution times
• Keep customers updated on ongoing issues
• Escalate urgent or complex issues appropriately
• Maintain high levels of customer service under pressure
Phase 2 – Customer Support Technician
• Take ownership of technical tickets and begin resolving issues directly
• Perform structured troubleshooting across IT and telecoms systems
• Manage ticket queues and prioritise workloads effectively
• Work closely with senior engineers on escalations
• Identify recurring issues and suggest improvements
• Contribute to delivering high-quality service standards
Additional information
This role is not suitable for candidates with an existing IT degree. Welsh language skills are not essential.
Benefits
• Starting salary of £20,000
• Staff Share Equity Scheme
• Customer referral incentives
• Onsite parking
• 21 days holiday increasing to 25 with service plus bank holidays
• Supportive environment focused on career growth
Requirements
Skills
• Strong communication skills (verbal and written)
• Customer service experience (contact centre or helpdesk preferred)
• Interest in IT and telecoms technologies
• Ability to work calmly and accurately in a fast-paced environment
• Comfortable using CRM/helpdesk systems for ticket logging
• Strong problem-solving mindset and willingness to learn
Qualifications
• GCSE (or equivalent) English – Grade A*–C / Level 2 (required)
• GCSE IT or related subject (desirable)
Language
- Welsh Spoken Skills:
- No
- Welsh Written Skills:
- No
Course details
- Training provider:
- Catapwlt
- Training provider course:
- Level 3 – Digital Infrastructure Engineer
About the employer
FlotekOld Field Rd, Pencoed, CF35 5LJ, United Kingdom
Disability confident
No, we are not part of the Disability Confident Scheme from the UK Department for Work and Pensions.
Please note that all apprenticeships are open to everyone. However, some organisations have worked to achieve Disability Confident accreditation. You should always apply for the apprenticeship you feel best suited to.
Interview arrangements
If successful, after interview you will be invited to assessment at Catapwlt (via Teams) to confirm eligibility – please have available proof of ID and any relevant certificates. You will be sent an application via Catapwlt Smart Assessor Digital Platform
How to apply
Click the button below to apply for this vacancy
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