Customer Service Help Desk Apprenticeship for IT Support Company

Summary

We are seeking a motivated and enthusiastic individual to join our team as a Customer Service Representative Apprentice. This is an excellent opportunity to gain hands-on experience and develop your skills in a supportive environment. We've got a great track record of growing our team through apprenticeships.

Annual wage

£12,064 a year

Minimum wage rates (opens in new tab)

Please note the different salary bands by age group and note increases from April 2025: 16-17 £12064 rising to £14231.75 from April 2025 18-20 £16,200 rising to £18,850 from April 2025 21+ £21, 564 rising to £23,000 from April 2025

Training course

Customer service practitioner (level 2)

Hours

You will work Monday - Friday between the hours of 9.00am and 5.00pm with some flexibility. You will get a 45 minute lunch break (unpaid).

36 hours 15 minutes a week

Possible start date

Monday 13 January

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

The role is varied, and typical daily duties include:

Call Handling: Answering and managing incoming calls from customers
1st Line Support: Providing initial support and troubleshooting for customer inquiries and issues
Customer Relations: Building and maintaining positive relationships with customers, ensuring their needs are met and exceeded

Where you’ll work

42 Coventry Road

Market Harborough

LE16 9BZ

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

HEART OF ENGLAND TRAINING LIMITED

Your training course

Customer service practitioner (level 2)

Equal to GCSE

Course contents

Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
Demonstrate patience and calmness.
Show you understand the customer’s point of view.
Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
Maintain informative communication during service recovery.

Your training plan

Customer Service Practitioner Level 2 Apprenticeship Standard:

You will learn both on and off the job through shadowing, learning and applying new knowledge and skills from our team and your dedicated tutor from Heart of England Training
All training will take place at our offices and you will have remote access to your tutor to enable you to complete your studies for the accredited apprenticeship programme

More training information

Heart of England Training has a great track record and regularly receives 5 out of 5 in our learning satisfaction scores

Requirements

Essential qualifications

GCSE in:

English (grade 4-9 (A*-C))
Maths (grade 4-9 (A*-C))

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
Number skills
Analytical skills
Team working
Initiative
Non judgemental
Patience
Self-motivated

Other requirements

If shortlisted you will receive a call. If successful you will be invited to a group interview and will get full feedback. If you don't receive a call but would like feedback on your application please email sarah.cripps@saladskills.co.uk

About this company

We're a friendly and inclusive workplace where your contributions are valued. Globe2 Ltd, founded in 2008 and based in Market Harborough, is a leading IT services provider. The company offers a wide range of business IT solutions, including telecommunications, internet services, website hosting, training and security and is a Microsoft partner. Globe2 is dedicated to delivering exceptional customer service, setting itself apart by prioritising human connection and support over automation. At the heart of Globe2's offerings is their Total Support Hosting service, designed to be faster, more secure, and more reliable than standard industry solutions. The company's mission is to empower clients by staying at the forefront of emerging technology trends and advising on best practices. Globe2 values honesty, knowledge, accessibility, friendliness, and reliability, aiming to foster strong and enduring partnerships with their clients. With a dedicated team of professionals, Globe2 strives to exceed customer expectations and provide unparalleled assistance. Their commitment to exceptional service and support has earned them a reputation for excellence in the IT industry. https://uk.trustpilot.com/review/globe2.net

http://www.globe2.net (opens in new tab)

Company benefits

We offer a range of additional benefits that will be discussed with you at interview stage. You will be entitled to 20 days annual leave plus public bank holidays

After this apprenticeship

There are opportunities for growth and development during and after your apprenticeship for the candidate who shows commitment, dedication, a team player and great customer service skills

Ask a question

The contact for this apprenticeship is:

GLOBE 2 LIMITED

Sarah Cripps

07817685039

The reference code for this apprenticeship is VAC1000292699.

Apply now

Closes in 11 days (Thursday 2 January at 11:59pm)

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