Customer Services Apprentice

Summary

Sage UK Ltd are seeking a hardworking Level 2 Customer Service Apprentice to join their team. The successful candidate will deal with customers, problem solve, sales and more. Speaking to our customers to deliver a structured solution with confidence.

Annual wage: £14,000 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday to Friday 09:00am to 5:00pm
35 hours a week
Possible start date: Monday 30 September
Duration: 1 Year 3 Months
Positions available: 10

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

This role has a specific remit to support Sage customers, this is achieved by delivering an exceptional customer service in an efficient and professional way, instilling confidence in our products and services. Technical support is truly that, you’ll develop an in-depth knowledge of the Sage portfolio, help customers understand their current Sage product (and ensure their best use of it) and from there gain an understanding of customers business needs, identifying ways in which additional Sage products will support their business and its development.

Speaking to our customers to deliver a structured solution with confidence
Demonstrate and deliver exceptional problem solving and trouble shooting skills
Ability to ask the right questions to gain an understanding of the customer's business
Generate leads for our sales department by recommending alternative product/services that could save the customer money and time
Think on your feet and quickly research to find an answer for the customer query

At the start of your apprenticeship with Sage you’ll have an induction period where we’ll support you transitioning into your apprenticeship and working environment. You’ll meet apprentices across the business, and get involved in some exciting team building activities. You’ll learn about our range of products and be part of a working group to generate new ideas to build your confidence. You’ll also spend time with your qualification assessor, so you know what is expected of you in your role.

During the first 6 months of the learning process post training, you will be assigned a mentor. We’ll also support you further so you can learn from experienced professionals on-the-job and receive dedicated support to help you develop your knowledge and succeed. You’ll remain in your apprentice training group throughout this period which will give you the opportunity to make friends and build on your experience together. We’re passionate about enabling colleagues to be themselves at work and develop a great career. We support and encourage you to forge relationships with professional contacts, colleagues and most importantly our millions of customers, ensuring that they remain at the heart of why we’re here.

Where you’ll work

C23 - 5 & 6 Cobalt Park Way Cobalt Park

Newcastle Upon Tyne

NE28 9EJ

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

MIDDLESBROUGH COLLEGE

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

Day release at Middlesbrough College
On and off the job training
Level 2 Customer Service Apprenticeship

Requirements

Essential qualifications

GCSE or equivalent in:

3 Additional GCSE's (grade 3/E or Above)
Maths and English (grade E/3 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
Attention to detail
Customer care skills
Problem solving skills

Other requirements

Individuals are able to undertake an apprenticeship at a higher level than a qualification they currently hold, including any previously completed apprenticeships. Individuals can also undertake an apprenticeship at the same level, or lower level than a qualification they already hold as long as the new apprenticeship allows for new skills to be acquired and the content of the training is materially different from any previous qualification or apprenticeship. Northern Skills will check candidates' eligibility prior to any interviews. Please be aware that as Northern Skills provide a recruitment matching service, we will also consider you for roles which pay the Apprenticeship National Minimum Wage.

About this company

Sage exists to knock down barriers so everyone can thrive, starting with the millions of small and medium-sized businesses served by us, our partners and accountants. Customers trust our finance, HR and payroll software to make work and money flow. By digitising business processes and relationships with customers, suppliers, employees, banks and governments, our digital network connects SMBs, removing friction and delivering insights. Running a business can be demanding. Time consuming. Complex. Everything we do at Sage is designed to help business flow. You’ll feel this in the way our software simply works the way you need it to. The way it surfaces insights that makes decision making faster and more accurate. Through the access you get to local experts. Through the expertise and insights that make business easier. And through the community partnerships we develop to knock down barriers for everyone, tackling economic inequality, digital inequality and the climate crisis. This is born from a desire to deliver simplicity and ease with a human touch. To give you that feeling of confidence. Helping business flow.

https://www.sage.com/en-gb/company/about-sage/ (opens in new tab)

After this apprenticeship

Depending on the circumstances of the business upon completion of the apprenticeship programme there could be a potential position of employment available.

Ask a question

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