Helpdesk Apprentice

Summary

You will support the University’s Customer Service Team by delivering high quality customer service and administrative assistance while completing a Level 3 apprenticeship. The role involves supporting the University’s switchboard and main reception including the Facilities Management Helpdesk.

Wage: £22,011 a year
Minimum wage rates (opens in new tab)
Training course: Business administrator (level 3)
Hours: Normal working hours are Monday to Thursday 08:30-17:00 and Friday 08:30-16:30. Once established in role there may be a requirement to work a shift pattern, with early shift being from 07:30-16:00 with a 15:30 finish on a Friday.
37 hours 30 minutes a week
Possible start date: Monday 10 March
Duration: 1 year 6 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

To be successful in the role you will have:

Effective Communication Skills: Ability to communicate clearly in person, over the phone, and in writing
Strong Relationship-Building Abilities: Capacity to establish and maintain positive working relationships across teams and with stakeholders
Customer-Focused Approach: A professional attitude with attention to delivering excellent service
Attention to Detail: Completing tasks accurately and to a high standard
Time Management Skills: Ability to prioritise tasks, manage workloads effectively, and meet deadlines

Where you’ll work

Pandon Buildings

Camden Street

Newcastle upon Tyne

NE2 1XE

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

Business administrator (level 3)

Equal to A level

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.
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.

Your training plan

Training and support will be provided by our specialist Apprenticeship training provider, Smart Training & Recruitment

More training information

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.
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.

Requirements

Essential qualifications

GCSE in:

English (grade 5)
Maths (grade 5)

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
Team working
Initiative
Non judgemental
Patience

About this company

Northumbria University is a research-intensive university that unlocks potential for all. We change lives regionally, nationally, and internationally through education and research, tackling the global challenges of our age to transform society and the economy. Find out why we were named Times Higher Education’s University of the Year in 2022 and Modern University of the Year in The Times and Sunday Times Good University Guide 2025.

https://www.northumbria.ac.uk/about-us (opens in new tab)

Company benefits

We offer a wide range of benefits including excellent pension schemes, a generous holiday entitlement, continued commitment to your learning and development and more.

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

Potential opportunity to stay within the team as an administrator

Ask a question

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