Customer Support Apprentice

Summary

Do you have a passion for helping customers? Do you take pride in delivering exceptional service? Are you eager to build a rewarding career in customer support? If so, the Customer Support Apprentice role at Sage could be the perfect opportunity for you!

Wage: £14,000 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday - Friday Hours to be confirmed Hybrid Working
35 hours a week
Possible start date: Monday 6 October
Duration: 1 year
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

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.

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

This training plan has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

Requirements

Essential qualifications

GCSE in:

Five GCSE's (grade 4 or above)
Maths & English (grade 4 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
Organisation skills
Can-Do Approach
High Energy
Interpersonal Skills
Pro-Active

About this company

Working at Sage means you’re supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions.

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

After this apprenticeship

Potential permanent position upon successful completion of the apprenticeship.

Ask a question

The contact for this apprenticeship is:

MIDDLESBROUGH COLLEGE

The reference code for this apprenticeship is VAC1000303961.

Apply now

Closes on Monday 1 September 2025

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.

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