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Apprentice Customer Service
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About the Role
This is a fantastic opportunity to begin your career with Bluecube Cloud Services. As an apprentice Help Desk agent, you will gain hands-on experience supporting clients and helping to resolve technical IT issues whilst working towards your L3 customer service qualification.
Duties will include, but will not be limited to:
- Providing front-line support via the phone, email and remote tools
- Logging and managing support tickets
- Learning to maintain technical documents and asset inventories
- Upholding IT security practices and supporting compliance
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider: LINCOLN COLLEGE
Training course: Customer service specialist (level 3)
What you'll learn:
Course contents:
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Business focused service delivery:
- Demonstrate a continuous improvement and future-focused approach to customer service delivery including decision making and providing recommendations or advice
- Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
- Find solutions that meet your organisation's needs as well as the customer requirements
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Providing a positive customer experience:
- Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
- Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
- Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
- Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
- Use a cost-conscious mind-set when meeting customer and the business needs
- Identifying where highs and lows of the customer journey produce a range of emotions in the customer
- Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
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Working with customers/customer insights:
- Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
- Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
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Customer Service performance:
- Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
- When managing referrals or escalations take into account historical interactions and challenges to determine next steps
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Service Improvement:
- Analyse the end-to-end service experience, seeking input from others where required, supporting development of solutions
- Make recommendations based on your findings to enable improvement
- Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
Training schedule:
- The Apprentice will work towards their Apprenticeship Standard in L3 Customer Service
- The successful candidate will be assigned a dedicated assessor who will provide support and guidance throughout the course
- This is a day-a-month release programme, which means you will attend Lincoln College one day a month in the term time only. This will fall within your contracted working hours
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More training information:
Course outline: https://skillsengland.education.gov.uk/apprenticeship-standards/st0071-v1-1
Essential qualifications:
- GCSE in:
- English and Maths (grade A*/9 – C/4)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
About Us
We are looking for an individual who has a genuine passion for IT and problem-solving, along with a willingness to learn and develop within our professional environment. We encourage on-the-job learning and provide opportunities for training and professional certifications to support our team’s development. In return, we expect a genuine commitment and enthusiasm to learn, develop new skills and grow within the role.
We are a UK-based award-winning IT cloud service. Our business covers managed IT and support services, phone services, cyber security and internet connectivity for a wide range of businesses. We pride ourselves on excellent customer support and services through a well-trained and experienced team of 13 staff.
https://bluecubecloud.com (opens in new tab)
Your earnings
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
Position
A full-time IT Helpdesk Technician position within the team, with the progression to move into a specialist field with the team.
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