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Administration Apprentice
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Join our Helpdesk team as a Administration Apprentice and gain hands-on experience in a busy, collaborative environment. You'll answer calls, manage emails, schedule engineers, set up jobs, order parts, and learn to use CRM and business systems while developing valuable teamwork, communication and administration skills.
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you'll do at work
As an Administration Apprentice, you will join our Helpdesk Team and play an important role in supporting the day-to-day coordination of engineer activities and customer requests. This is an excellent opportunity to gain practical business experience while working towards a recognised apprenticeship qualification.
Main Duties and Responsibilities:
- Answer incoming telephone calls from customers and engineers in a professional and friendly manner.
- Manage and monitor the helpdesk email inbox, responding to queries where appropriate and forwarding emails to the relevant departments.
- Create, update and maintain job records within the company CRM and business management systems.
- Raise new jobs and ensure all relevant information is accurately recorded.
- Order, track and book in parts required for engineer visits and customer jobs.
- Approve purchase orders in line with company procedures and authority levels.
- Provide regular updates to customers regarding job status and progress.
- Maintain accurate records and documentation in line with company procedures.
- Work closely with colleagues across different departments to ensure effective service delivery. Including scheduling and coordinating engineer appointments and workloads.
- Develop knowledge of company products, services and internal processes.
- Learn to use a range of software tools, including CRM systems, Microsoft Office applications and helpdesk management systems.
- Support the wider administration team with general office duties as required.
- Deliver excellent customer service at all times.
- Work collaboratively as part of a team, building strong communication and organisational skills.
- Complete all apprenticeship training requirements and apply learning within the workplace.
What We're Looking For:
- A positive attitude and willingness to learn.
- Good communication and interpersonal skills.
- Strong attention to detail.
- Basic IT skills and an interest in learning new software systems.
- Ability to work effectively as part of a team.
- Good organisational and time management skills.
- A commitment to providing excellent customer service.
- A proactive approach to problem-solving and learning new tasks.
Where you'll work
UNIT 7 BAKERSGATE COURTYARD
ASH ROAD
PIRBRIGHT
SURREY
GU24 0NJ
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
WEIR TRAINING LIMITED
Training course
Business administrator (level 3)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
Skilled in the use of multiple IT packages and systems relevant to the organisation in order to: write letters or emails, create proposals, perform financial processes, record and analyse data. Examples include MS Office or equivalent packages. Able to choose the most appropriate IT solution to suit the business problem. Able to update and review databases, record information and produce data analysis where required.
Produces accurate records and documents including: emails, letters, files, payments, reports and proposals. Makes recommendations for improvements and present solutions to management. Drafts correspondence, writes reports and able to review others' work. Maintains records and files, handles confidential information in compliance with the organisation's procedures. Coaches others in the processes required to complete these tasks.
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Exercises proactivity and good judgement. Makes effective decisions based on sound reasoning and is able to deal with challenges in a mature way. Seeks advice of more experienced team members when appropriate.
Builds and maintains positive relationships within their own team and across the organisation. Demonstrates ability to influence and challenge appropriately. Becomes a role model to peers and team members, developing coaching skills as they gain area knowledge.
Demonstrates good communication skills, whether face-to-face, on the telephone, in writing or on digital platforms. Uses the most appropriate channels to communicate effectively. Demonstrates agility and confidence in communications, carrying authority appropriately. Understands and applies social media solutions appropriately. Answers questions from inside and outside of the organisation, representing the organisation or department.
Completes tasks to a high standard. Demonstrates the necessary level of expertise required to complete tasks and applies themself to continuously improve their work. Is able to review processes autonomously and make suggestions for improvements. Shares administrative best-practice across the organisation e.g. coaches others to perform tasks correctly. Applies problem-solving skills to resolve challenging or complex complaints and is a key point of contact for addressing issues.
Takes responsibility for initiating and completing tasks, manages priorities and time in order to successfully meet deadlines. Positively manages the expectations of colleagues at all levels and sets a positive example for others in the workplace. Makes suggestions for improvements to working practice, showing understanding of implications beyond the immediate environment (e.g. impact on clients, suppliers, other parts of the organisation). Manages resources e.g. equipment or facilities. Organises meetings and events, takes minutes during meetings and creates action logs as appropriate. Takes responsibility for logistics e.g. travel and accommodation.
Uses relevant project management principles and tools to scope, plan, monitor and report. Plans required resources to successfully deliver projects. Undertakes and leads projects as and when required.
Training schedule
As part of this Apprenticeship, the successful candidate will receive a comprehensive induction programme and ongoing training to support their development and success within the role.
Training provided will include:
- Company induction, including an introduction to the business, policies and procedures.
- Health and Safety induction and workplace compliance training.
- Enrolment on the Level 3 Business Administration Apprenticeship programme.
- Training in customer service and professional communication skills.
- Hands-on training in Helpdesk operations, engineer scheduling and job management processes.
- Training on company software, including CRM and business management systems.
- Training in processing and approving purchase orders, ordering parts and stock management procedures.
- Development of administration, organisation and time-management skills.
- Ongoing coaching and mentoring from experienced colleagues and managers.
- Opportunities to work with and learn from different departments across the business to gain a broader understanding of company operations and career opportunities.
Desirable qualifications
GCSE in:
- English (grade 4-9)
- Maths (grade 4-9)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
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Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Presentation skills
- Administrative skills
- Logical
- Team working
- Initiative
- Non judgemental
- Patience
Other requirements
We are looking for someone who is enthusiastic, reliable and keen to learn. This role involves regular communication with customers, engineers and colleagues, so good communication skills and a professional approach are important. Applicants should be comfortable using computers and willing to learn new systems and processes. As this is a busy helpdesk environment, the ability to stay organised, prioritise tasks and work effectively as part of a team will be key to success. A positive attitude and willingness to develop new skills are essential.
About this employer
Advanced Control Solutions Ltd (ACS) has been delivering specialist Building Management System (BMS) controls and commercial heating services since 1991. Based in Pirbright, Surrey, ACS supports a diverse range of clients across London and the South East, including NHS Trusts, local authorities, facilities management companies, and property developers.
As an approved Trend Partner, ACS has built a strong reputation for providing high-quality engineering services, exceptional customer support, and long-term client relationships. Our success is driven by our people, and we are committed to investing in employee development through ongoing training, mentoring, and career progression opportunities.
At ACS, our culture is built around five core values:
- Support – helping colleagues and customers succeed.
- One Team – working collaboratively to achieve shared goals.
- Positivity – approaching challenges with a can-do attitude.
- Honesty – acting with integrity and professionalism.
- Accountability – taking ownership of our responsibilities and actions.
As a Administration Apprentice, you will become part of a friendly and supportive Helpdesk team, gaining valuable experience in customer service, scheduling, administration, and business systems. You'll work alongside experienced colleagues, learn industry-leading software, and have opportunities to develop your skills across different areas of the business whilst working towards a recognised qualification. https://acs-southeast.com
Company benefits
- Free parking.
- Auto-roll into pension.
- Well-being Days - 2 per year.
Disability Confident
A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.
You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.
After this apprenticeship
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
Upon successful completion of the Level 3 Business Administration Apprenticeship, there may be an opportunity to progress into a permanent full-time position within the Helpdesk team. The skills and experience gained could lead to further career development in areas such as Helpdesk Coordination, Service Administration, Customer Service, Scheduling, Operations Support, or Team Leadership.
The role provides a strong foundation for a long-term career within the business, with opportunities to take on increased responsibility, develop specialist knowledge, and continue professional training and development.
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