Customer Support Apprentice

Summary

At JA we're offering a Customer Support Apprenticeship that give the apprentice a change to build real skills, gain experience, grow confidence from day one. We're a tech company, all about building software for the contractor payroll and accountancy market. You'll join a supportive team learning how to handle customer queries, solve problems.

Wage

£14,918.80 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

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Loads of time off - 25 days holiday per year, plus bank holidays and you birthday.

Training course

Customer service specialist (level 3)

Hours

37.5 hours Monday to Friday 9am to 5.30pm

37 hours 30 minutes a week

Start date

Thursday 15 May 2025

Duration

1 year 6 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

As a Customer Support Apprentice at JA, you'll spend your week helping clients get the most out of our payroll, accounts and CRM software.

Most of your time will be spent responding to support emails and taking phone calls, guiding users through anything from setting up payroll to understanding reports or managing their contracts in the CRM.

You will work closely with a supportive team, picking up technical knowledge and communication skills as you go, with regular check-ins to help you track your progress.

Each day brings something a little different - sometimes it's troubleshooting an issue, other times it's walking someone through a new feature step by step. You'll also have time for learning and development, whether it's shadowing a colleague, joining a training session or just building confidence using the software.

Where you’ll work

TYRONE HOUSE 369 HAYDOCK LANE
HAYDOCK INDUSTRIAL ESTATE
ST HELENS
MERSEYSIDE
WA11 9UY

Training

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

College or training organisation

MBKB LTD

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

Your training plan - A 100% tailored training and assessment program will be delivered to support you throughout your Apprenticeship, (15-months including endpoint assessment) All online delivery over teams/zoomplatforms. Topics covered include -

Knowing your customers
Understanding the organisation
Meeting regulations and legislation
Systems and resources
Your roles and responsibilities
Customer experience
Product and service knowledge
Interpersonal skills
Communication
Dealing with customer conflict and challenge
More training information

Level 3 Customer Service Specialist Apprenticeship Standard.

Requirements

Essential qualifications

GCSE in:

Maths and English (grade 4/C or above)

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
Presentation skills
Administrative skills
Number skills
Analytical skills
Logical
Team working
Creative
Initiative
Non judgemental

About this company

All that you need With over 12 years experience, cloud based from day 1, our payroll and accountancy solutions lead the way in making your business compliant, efficient and stress free. We make the complicated easy - your clients will be paid on time every time, while you focus on growing your business. We pride ourselves on the tenure of our team with the average being 6.7 years. A happy team is an effective team - our clients benefit from this. With over 150 years of collective experience we are always on the front foot when it comes to changes in compliance or market conditions. What makes us stand out 99.99997% Uptime For Over 12 Years - We Don't Let You Down Custom Branding - Your Brand At The Forefront The Team That Cares - Customer Service Is The Heartbeat Of Our Business Compliant - Working Closely With All Industry Experts Tailored Data Integration As Standard Across The App User Influenced Roadmap World Class Customer Support - Real People, Real Time And With A Smile

https://www.weareja.co.uk/ (opens in new tab)

Company benefits

Discounts on stuff you actually want - Circular Benefits gets you money off things like gym memberships, fashion and tech. Private healthcare with BUPA, fast access to healthcare if you need it.

After this apprenticeship

Full-time position upon successful completion of the apprenticeship.

Ask a question

The contact for this apprenticeship is:

MBKB LTD

Nicki Bevan

recruit@mbkbgroup.com

The reference code for this apprenticeship is VAC1000314661.

Apply now

Closes in 13 days (Saturday 10 May 2025 at 11:59pm)

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