The Customer Service Practitioner Apprenticeship that we are offering will allow you to kick-start your career in an industry that is constantly evolving, dynamic and transformational.
The steps you take will provide you with valuable first-hand experience, knowledge, skills and qualification to help drive your career forward. We are here to guide and support you every step of the way! With close mentoring support, the Client Support Agent will report to the Service Support Manager.
Reports to: Service Support Manager.
Department: Client Support.
The Job Role:
You will be the first point of contact for our clients when they raise issues or queries regarding their services, including billing queries, mobile charges and contract queries. You will liaise internally within the different departments to resolve the queries.
Duties and Responsibilities:
Respond to customers within a set Service Level Agreement
Ticket queries sent to the correct department for investigation
Update customers in a timely manner
Process mobile hardware orders
Process mobile queries and requests
Liaise with suppliers
Correspond with customers via email and phone
Completing Credit Requests:
Ensuring customer records are kept up to date
Process cancellations
Training:The practical period is the time dedicated to the development of the knowledge, skills and behaviours for your apprenticeship which includes the following components:
Level 2 Diploma in Customer Service
Customer Service Practitioner Standard
Functional Skills maths and English Level 1 and evidence of working towards Level 2 maths and English (exemptions may apply)
The apprentice would be assigned a Business Services assessor through the college, who would typically come out to visit in the workplace to assess workplace competence. The knowledge side would be provided via workshop remote sessions, assignments, evidence of workplace competence. Portfolio would be checked via an online Smart Assessor.
Induction to company:
Policies and procedures
Organisation Mission and Values
Union Street online resources for using aBILLity - Foundation 1 and 2
Training Outcome:Rydal are a progressive company and value their workforce to develop and grow their careers within. For the right candidate, there may be a permanent position on successful completion of apprenticeship.Employer Description:Rydal Communications was founded in 2008 starting from a home-based location delivering mobile airtime and BT line rental and call traffic to local small businesses within the Peterborough area.
Rydal has since evolved into an award winning, fully pledged Communications & Managed IT provider with 65 staff. Our service offering now specialises in Managed IT, phone systems, VoIP solutions, Gigabit broadband, mobile airtime and CCTV. This allows us to offer our clients a one stop service where they can rely on a trusted provider who truly does care about your business.
Every one of our customers is important to us. That’s because we see our customers more as our partners. Your success is our success, and we want to help you reach your full potential. In a marketplace flooded with so many providers offering similar alternatives, it really comes down to choosing the right supplier. We firmly believe that our expertise, customer service and product knowledge make us that right choice.
Our award for the best customer service within the unified communications industry really does amplify this statement.
Rydal’s success is solely down to its people and the family-run approach. We invest in our people, helping Rydal to achieve its goals with powerful consulting, great customer service and best of breed products.
Rydal lives by its core values – CONSULT - CONNECT -CAREWorking Hours :Monday to Friday 9.00am - 5.30pm. Unpaid breakSkills: Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Administrative skills,Logical,Team working,Initiative,Non judgemental,Patience....Read more...
Take ownership of allocated customer requests and ensure they are properly documented, tracked and resolved in a timely manner
Resolve customer issues related to their mobile network and/or mobile devices
Support the Mobile Support Representatives on the team with any ad-hoc requirements
Ensure high levels of customer satisfaction through excellent communication and problem-solving skills
Collaborate with cross-functional teams
Training Outcome:
Upon successful completion of the Level 3 Business Administration Apprenticeship, a full-time permanent role may be offered where available
Employer Description:We provide solutions that are not only robust but also adaptable and responsive to the ever-changing
nature of the world around us. It suggests that while the solutions provided are solid and reliable, they
are also flexible and capable of meeting the diverse and evolving needs of the dynamic world we live in.
We are a fun, dynamic company with a team of over 400 people who are passionate about what we do –
providing cloud communications and managed services solutions.
We are looking for like-minded people who share our enthusiasm and want to be part of an innovative,
fast-paced environment.Working Hours :3 days in the Blackfriars office and 2 days a week work from home.
Shifts to be confirmed.Skills: Communication skills,IT skills,Attention to detail,Customer care skills,Presentation skills,Administrative skills,Team working,Initiative....Read more...
Customer Support:
Act as the first point of contact for customer inquiries related to broadband, VoIP telephony, and mobile services.
Handle incoming support requests via phone, email, and ticketing systems.
Assist in diagnosing and resolving common connectivity, VoIP, and mobile network issues
Technical Troubleshooting:
Learn to identify and resolve issues with broadband connections (e.g., Wi-Fi, router configurations, and line stability).
Gain knowledge in setting up and supporting VoIP services, including troubleshooting call quality and connectivity problems.
Support customers with mobile-related issues, such as network settings and SIM activation.
Systems & Tools:
Familiarise yourself with internal systems, including CRM platforms, ticketing software, and monitoring tools.
Maintain accurate records of customer interactions and technical resolutions in the system.
Assist in reporting service faults and escalating to senior technicians or providers when necessary.
Learning & Development:
Participate in structured training programs to build technical knowledge and customer service skills.
Shadow experienced colleagues to learn advanced troubleshooting techniques and support processes.
Work towards industry-recognised certifications in networking, telephony, and mobile technologies (e.g., CompTIA, etc.).
Training:
You will undergo training in the workplace on the job as well as attending taught sessions at New College Swindon.
Skills, knowledge and behaviours as set out in the Information Communications Technician Level 3 Standard.
Information communications technician / Institute for Apprenticeships and Technical Education
Training Outcome:
Career progression opportunities within the technical support or engineering teams. Permanent position
Employer Description:Over 35 years ago, Nigel and Mamie discovered they both shared an intolerance of poor service and were often frustrated by the low level of interaction they received as paying customers (this is still true now) and there are no end of reports about Nigel, in particular, having broken multiple telephones when trying to get satisfaction.
They knew they “could do IT better” and Multidata was born. Their mantra was simple, “offer great service and make it easy for people to do business with us”. This proved highly successful, so much so that in 1996 they won the DTI Exporter of the year and added Apple, HP,Siemens and other major IT vendors to their customer list.
As the internet was exploding in the 90s Multidata moved into the Broadband and Telecoms Services market with the idea of offering top-notch services to Local Authorities across the UK.
As the new kids on the block, it was safe to say that Local Authority IT Managers were cautious at first, after all, nobody ever got fired for buying BT did they! However, quite a number were intrigued enough by the Multidata proposition (twice the speed for half the price) to try a single broadband line. One quickly became two, two became four and so on until in some cases it became hundreds.
It wasn’t long before Local Authorities across the UK and businesses of all shapes and sizes wanted to join the party.
Over Three decades later…
Now with many hundreds of broadband fans both large and small raving about them, Multidata started to get asked can we get “other services” from you too?”.Working Hours :Monday - Thursday, 9.00am - 5.00pm, including time at college.Skills: Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Presentation skills,Administrative skills,Number skills,Analytical skills,Logical,Team working,Creative,Initiative....Read more...
Duties will include:
Supporting Senior IT Technicians with day-to-day tasks
Providing first-line troubleshooting and problem-solving of various systems and programs and ensuring the highest quality user experience
IT core functions support
Contributing to the development of the Smart Factory project
Training:Information Communications Technician ApprenticeshipC and G Awards* at Level 3 in:
Networking & Architecture
Coding & Logic
Mobile & Operating Systems
Cloud Services
Business Processes
Additional bespoke training will be offered to further develop the required skills
Possibility of a full-time contract upon successfully passing the apprenticeship
Training Outcome:
Possibility to continue education to obtain further qualifications
Progression within the internal pay grade system
Employer Description:LISI AEROSPACE is a worldwide manufacturing specialist for assembly solutions as well as engine and structural components used for aircrafts. The Infrastructure Technician Apprenticeship role creates a unique opportunity to endeavour a fascinating career within the aerospace manufacturing environment.Working Hours :Normal hours of work are 37.5 hours per week with a 30-minute break. Flexible start and finish times as long as the 37.5 hours are fulfilled. Core hours are 9.00am to 4.00pm and Monday to Thursday and 9.00am to 12.00pm on Friday.Skills: Communication skills,IT skills,Attention to detail,Customer care skills,Administrative skills,Logical,Team working,Creative,Initiative,Patience....Read more...
Your duties and responsibilities in this role will consist of:
Provide IT advice, guidance, and technical support to all customers (via various engagement channels) which includes O365, Teams, hardware, user devices and desktop applications, software/business applications, etc., using remote management tools where appropriate so that incidents are resolved in a timely manner
Provide excellent customer service as the first point of contact for all IT-related service requests
Strong communicator in providing detailed written responses to people’s requests, as well as clear articulate verbal responses when required
Ensure all incidents and service requests are accurately recorded and actioned, maintaining contact with customers throughout the process
Maintain service desk records, asset registers and a knowledge base, ensuring all data is recorded accurately following data recording requirements and is up to date
Act as a customer advocate, taking ownership and appropriate action regarding the enquiry, including investigation and prioritisation through to resolution, or where necessary passing to appropriate colleagues in other teams
Knowing the right time to escalate issues to avoid delays in resolution
Training:Velocity Apprenticeship training programmes are delivered virtually by our fully qualified and industry-experienced training team.
Using their expert knowledge, they will provide the skills necessary to succeed in the workplace and to expand future career prospects.
Throughout the apprenticeship, learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their programme.
Successful completion of this Apprenticeship gives you an accredited Level 3 Information communications technician, with training in how to:
Install and configure relevant software and hardware as appropriate for example: mobile apps, printers, projectors, scanners and cameras
Address IT issues by prioritising in response to customer service level agreements
Administer security access requirements and permissions for stakeholders escalating as necessary for example password resets
Support the roll out of upgrades or new systems or applications
For a full list of programme modules visit: velocity-pt.co.uk
Training and training location to be confirmed, further details will be made available at a later date.
This standard aligns with the following professional recognition:
RITTech for 3
Training Outcome:
The role offers long term security and the opportunity to progress into a permanent position for the right candidate
Employer Description:Velocity Academy are a post 16 private education institution that was incorporated in 2014. Velocity Academy initially started as a commercial training provider delivering health & fitness qualifications across the North of England.
From our successful delivery of classroom and online based qualifications, Velocity Academy gained a rapid reputation of delivering service excellence to our students. Following this model, Velocity Academy is now a private college institution that delivers apprenticeship programmes from level 2 all the way up to degree level apprenticeships. We now boast a diverse portfolio of vocational learning programmes such as business management, administration, health and fitness and technology.
Velocity Academy works with a range of businesses from micro SME’s to large corporate organisations, offering services such as apprenticeship recruitment, apprenticeship learning programmes and self-funded courses. Many of our learning programmes are delivered using our innovative course designs that include our award-winning online virtual classrooms. In addition to our digital style of programme delivery, we also offer tailored programmes to match the employer and students needs with our outstanding classroom based tuition.
Over 1000 students study and qualify through our institution each year, building both soft and hard skills to help them develop as individuals and enhance the UK economy.Working Hours :Monday - Friday. Between 9.00am and 5.00pm (breaks to be confirmed).Skills: Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Presentation skills,Administrative skills,Number skills,Analytical skills,Logical,Team working,Creative,Initiative,Non judgemental,Patience....Read more...
Your duties and responsibilities in this role will consist of:
Provide IT advice, guidance, and technical support to all customers (via various engagement channels) which includes O365, Teams, hardware, user devices and desktop applications, software/business applications, etc., using remote management tools where appropriate so that incidents are resolved in a timely manner
Provide excellent customer service as the first point of contact for all IT-related service requests
Strong communicator in providing detailed written responses to people’s requests, as well as clear articulate verbal responses when required
Ensure all incidents and service requests are accurately recorded and actioned, maintaining contact with customers throughout the process
Maintain service desk records, asset registers and a knowledge base, ensuring all data is recorded accurately following data recording requirements and is up to date
Act as a customer advocate, taking ownership and appropriate action regarding the enquiry, including investigation and prioritisation through to resolution, or where necessary passing to appropriate colleagues in other teams
Knowing the right time to escalate issues to avoid delays in resolution
Training:Velocity Apprenticeship training programmes are delivered virtually by our fully qualified and industry-experienced training team.
Using their expert knowledge, they will provide the skills necessary to succeed in the workplace and to expand future career prospects.
Throughout the apprenticeship, learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their programme.
Successful completion of this Apprenticeship gives you an accredited Level 3 Information communications technician, with training in how to:
Install and configure relevant software and hardware as appropriate for example: mobile apps, printers, projectors, scanners and cameras
Address IT issues by prioritising in response to customer service level agreements
Administer security access requirements and permissions for stakeholders escalating as necessary for example password resets
Support the roll out of upgrades or new systems or applications
For a full list of programme modules visit: velocity-pt.co.uk
Training and training location to be confirmed, further details will be made available at a later date.
This standard aligns with the following professional recognition:
RITTech for 3
Training Outcome:
The role offers long term security and the opportunity to progress into a permanent position for the right candidate
Employer Description:Velocity Academy are a post 16 private education institution that was incorporated in 2014. Velocity Academy initially started as a commercial training provider delivering health & fitness qualifications across the North of England.
From our successful delivery of classroom and online based qualifications, Velocity Academy gained a rapid reputation of delivering service excellence to our students. Following this model, Velocity Academy is now a private college institution that delivers apprenticeship programmes from level 2 all the way up to degree level apprenticeships. We now boast a diverse portfolio of vocational learning programmes such as business management, administration, health and fitness and technology.
Velocity Academy works with a range of businesses from micro SME’s to large corporate organisations, offering services such as apprenticeship recruitment, apprenticeship learning programmes and self-funded courses. Many of our learning programmes are delivered using our innovative course designs that include our award-winning online virtual classrooms. In addition to our digital style of programme delivery, we also offer tailored programmes to match the employer and students needs with our outstanding classroom based tuition.
Over 1000 students study and qualify through our institution each year, building both soft and hard skills to help them develop as individuals and enhance the UK economy.Working Hours :Monday - Friday. Between 9.00am and 5.00pm (breaks to be confirmed).Skills: Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Presentation skills,Administrative skills,Number skills,Analytical skills,Logical,Team working,Creative,Initiative,Non judgemental,Patience....Read more...
