Customer Support Analyst Apprentice

Summary

Our Customer Support Analyst Apprentice 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.

Wage: £14,212.12 a year
Minimum wage rates (opens in new tab)
Training course: Customer service specialist (level 3)
Hours: Monday - Friday 8am - 6pm (shifts vary from 8am - 4pm, 9am - 5pm or 10am - 6pm)
36 hours 12 minutes a week
Possible start date: Thursday 3 April
Duration: 1 year 3 months
Positions available: 1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you’ll do at work

The ideal candidate will be experienced in delivering first-class support to customers and collaborating with the wider team to quickly resolve queries.

The responsibilities we’ll trust you with…

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
Knowledge and expertise that matter most for this role.

Where you’ll work

3RD FLOOR
Q5
QUORUM BUSINESS PARK BENTON
NEWCASTLE UPON TYNE
NE12 8BS

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

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

Customer Service Specialist Level 3.

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

More training information

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 Department for Education.

Requirements

Essential qualifications

GCSE in:

English (grade 4)
Maths (grade 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
Patience

Other requirements

An interest in Tech would be beneficial as we are a software company, and it will involve learning how to use the software.

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.

https://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

After this apprenticeship

Work their way up the Support team
1st Line Support
2nd Line Support
Or move into the IT support helpdesk team

Ask a question

The contact for this apprenticeship is: