Customer Service Support Apprentice

Summary

The Hartree Centre focuses on high-performance computing, data analytics and artificial intelligence technologies. The Apprentice will work at Hartree Centre Customer Services, which is the primary contact point for potential and existing customers and is the gateway to the full range of Hartree Centre services.

Annual wage

£18,900 a year

Minimum wage rates (opens in new tab)

Incremental salary, increases each year of the apprenticeship

Training course

Customer service specialist (level 3)

Hours

Monday to Friday 9am to 5pm

37 hours a week

Possible start date

Monday 1 September

Duration

2 years

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

Act as the public face of the Hartree Centre customer service group. Route queries to the appropriate staff and ensure they are resolved within SLA targets
Deliver professional, customer-focused, first-line support to users of Hartree Centre services
Assist in the continued development of ServiceNow, the Hartree Centre’s IT and Customer Service Management application
Ensuring excellent customer service and quality delivery
Working collaboratively, prioritising tasks according to importance and urgency
Listen, interpret, understand and respond to clients’ and all stakeholders’ needs
Maintain and develop user documentation
Assist in the process of continuous improvement to constantly improve the user support service

Where you’ll work

Daresbury Laboratory

Keckwick Lane

Daresbury

Warrington

WA4 4AD

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

BMS PROGRESS LLP

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

You will have the opportunity to work with a wide range of Hartree Centre technological and business platforms and learning systems. You will receive mentoring as well as access to internal and external training courses to develop personally and professionally.

Alongside this, you will undertake professional development and training through monthly interactive tutor-led workshops supplemented with online learning tools and self-study materials completing Level 3 Customer Service Specialist Apprenticeship with BMS Progress.

The programme is 17 months long: 13 months of practical training followed by 4 months for end-point assessment. Topics covered by the programme include:

Personal & Professional Development
Business Knowledge & Understanding
Knowing Your Customers
Customer Service Performance & Excellence
Service Improvement

At the end of your apprenticeship, you will undertake an End Point Assessment which includes a practical observation with Q&A, work-based Project and professional discussion supported by a portfolio of evidence generated throughout your apprenticeship.

Upon successful completion, you will achieve a Level 3 Customer Service Specialist Apprenticeship standard.

More training information

With training and support from experts in their fields, you’ll be enthusiastic about developing your knowledge, skills and behaviours, working towards completing your apprenticeship, gaining appropriate qualifications whilst making a real difference in your role. 

If working with innovative technologies on world-leading research isn’t enough, you will develop both professionally and as a critical member of the team in an environment you won’t find anywhere else.

Our dedicated Apprenticeship Team will support you every step of the way, helping you make the most of your opportunities and to achieve the goals you already have – and those you have yet to discover!

We provide an opportunity to really pursue your interests and passion. You’ll have access to additional core skills development, access to a community of apprentices across the site, annual Apprentice awards evenings, a number of active sport and social groups across campus, and potential opportunities for overseas placements.

Requirements

Essential qualifications

GCSE in:

English (grade Grade C/4)
Maths (grade Grade C/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
Customer care skills
Problem solving skills
Initiative
Proactiveness
Wiliness to learn

About this company

UKRI is an organisation that brings together the seven disciplinary research councils, Research England and Innovate UK. Together, we build an independent organisation with a strong voice and vision ensuring the UK maintains its world-leading position in research and innovation. Supporting some of the world’s most exciting and challenging research projects, we develop and operate some of the most remarkable scientific facilities in the world. We are pushing the frontiers of human knowledge through fundamental research and delivering benefits for UK society and the economy through world-class research, skills and business-led innovation.

https://www.ukri.org/councils/stfc/ (opens in new tab)

Company benefits

STFC offers a benefits package crafted to provide an excellent work/life balance including 30 days’ annual leave, an outstanding index linked pension scheme, 10.5 public and privilege days, Christmas closure and flexible working hours.

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

Employees can access additional training including upskill apprenticeships.

Ask a question

The contact for this apprenticeship is:

BMS PROGRESS LLP

The reference code for this apprenticeship is VAC1000295796.

Apply now

Closes in 27 days (Sunday 16 February)

When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.

After signing in, you’ll apply for this apprenticeship on the company's website.

Company’s application instructions

Online applications only preferred for this role. Please submit a CV and covering letter which clearly outlines how you fulfil the criteria specified along with your motivation for UKRI and the role. Note that failure to address the above criteria or submit an application without a covering letter may result in the application not being considered. Assessment will only be based upon the content of your submitted covering letter and CV and not the ‘experience’ section of the application.

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