Please do not apply for this apprenticeship if you have a Degree within IT or a similar discipline as you will not be eligible for the apprenticeship position.
About Flotek
Flotek Group is a fast-growing technology company providing IT and communications solutions to businesses across the UK. The company prides itself on delivering services with expertise, passion, and a strong customer-first approach, supported by a positive working culture.
About the Role
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. The name of the Apprenticeship is Digital Infrastructure Engineer Level 3.
Key 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
Skills & Experience
· 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)
Training & Development
On-the-job training with Flotek. Structured apprenticeship training provided by Catapwlt. Clear progression path from Advisor to Technician.
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
Qualifications required.
GCSE (or equivalent) in English at Grade A*-C / Level 2
GCSE (or equivalent) in an IT subject: Desirable
Training provided.
On the job training to be provided by employer
Off the job training to be provided by Catapwlt Ltd
Learning Provider Course
Apprenticeship Level 3 – Digital Infrastructure Engineer
Welsh Language Requirements
Welsh speaking skills not essential
Welsh Writing skills not essential
Interview Arrangements
If successful, you will initially 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 and it is a mandatory requirement to attend our Apprenticeship Awareness Session.
Job Type: Apprenticeship
Pay: Up to £20,000.00 per year
Ability to commute/relocate:
- Bridgend, Bridgend: reliably commute or plan to relocate before starting work (required)
Experience:
- Customer service: 2 years (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
