Customer Support Analyst Apprentice

Summary

Acts as a customer’s 1st point of contact, providing technical support to our clients for our bespoke transport management software, timely customer feedback, and supporting the roll-out of new software solutions across the Mandata Group.

Annual wage

£12,064 to £21,564.40 a year

Minimum wage rates (opens in new tab)

We will offer NMW for the apprentices age bracket

Training course

Customer service specialist (level 3)

Hours

Monday - Friday 8am -6pm (shifts vary from 8am-4pm, 9am-5pm or 10am-6pm)

36 hours a week

Possible start date

Monday 25 November

Duration

1 Year 3 Months

Positions available

1

Work

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

What you’ll do at work

Providing first contact technical and email support of our bespoke TMS software
Follow agreed triage, incident, and service request procedures in accordance with service levels and prescribed standards
Utilise Salesforce Service Cloud ticketing system while fulfilling service requirements
Provide timely customer feedback
Communicating with customers regularly with regards to their incident/problem/change request
Maintain a high-quality service to our customers
Managing multiple cases at one time, ensuring case notes are up to date
Diagnosing and resolving incidents using remote access tools and verbal instructions
Installing software
Providing timely and accurate customer feedback
Following up with clients to ensure the problem is resolved
Escalate more complex cases to 1st Line Technical Support, with full and detailed notes

Where you’ll work

3RD FLOOR

Q5

QUORUM BUSINESS PARK BENTON

NEWCASTLE UPON TYNE

NE12 8BS

Training

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation

SMART TRAINING AND RECRUITMENT LIMITED

Your training course

Customer service specialist (level 3)

Equal to A level

Course contents

Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice

Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches

Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements

Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes

Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy

Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps

Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction

Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs

Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer

Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format

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

Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service

Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome

Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps

Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions

Service Improvement: Make recommendations based on your findings to enable improvement

Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

Your training plan

During the Level 3 Customer Service Specialist Apprenticeship you will be based at our Quorum Business Park, Newcastle premises and will receive ongoing training and support from both Madata Ltd and Smart Training and Recruitment

Upon successful completion of the Level 3 Customer Service Apprenticeship you will have gained a national qualification recognised throughout the industry. This will enable you to work your way up the Support Team, 1st or 2nd Line Support or move into the IT support helpdesk team

QUALIFICATIONS
GCSE maths & English grade 4
Please note, as part of the Initial Assessment process, all qualifications will be verified by the Learning Records Service (LRS) via the Education & Skills Funding Agency.

IMPORTANT: in order to meet the eligibility criteria for an Apprenticeship in England, you must be able to demonstrate at least three years UK residency, or hold a valid visa that meets the exceptions to this rule.

Requirements

Essential qualifications

GCSE or equivalent in:

English (grade Level 4)
Math (grade Level 4)

Desirable qualifications

GCSE or equivalent in:

ICT (grade Level 4)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
IT skills
Attention to detail
Organisation skills
Customer care skills
Problem solving skills
Administrative skills
Analytical skills
Logical
Team working

About this company

Mandata is a transport management software provider focused on delivering best-in-class haulage software to help road transport operators successfully manage and grow their businesses in step with changing market conditions and consumer demand. Founded in 1974, the company has focused exclusively on the road haulage and logistics sectors for over 48 years. With the backing of private equity firm Tenzing, Mandata is on an ambitious journey to expand its footprint across the UK and into Europe.

http://www.mandata.co.uk (opens in new tab)

Company benefits

-Birthday day off -25 days holiday (increases with length of service) -Company sick pay after a years service -Free fruit, pop & biscuits -Christmas party / social events -Employee Share Scheme -Volunteering leave -Healthcare cash plan

After this apprenticeship

Once completing the apprenticeship, they will be considered for a first line support technician role. There may be a permanent role once the apprentice has completed the apprenticeship if they are found to be the right candidate for the role.

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