Overview

As an Apprentice Customer Support Agent, you will join a dynamic, AI-first support team dedicated to helping customers succeed with their products.

This entry-level role is designed to provide you with the foundational skills and knowledge needed to grow within the customer support function. You will receive full training and mentorship as you learn to handle customer queries, resolve issues, and contribute to a highperforming, tech-driven support environment.

Key Responsibilities:

Learn and understand the suite of products supplied by the employer.

Handle customer issues through a ticketed system, ensuring all interactions are logged accurately.

Respond to customer queries via phone and email, focusing on basic productrelated issues.

Escalate complex issues to senior team members or technical specialists when necessary.

Keep customers informed with timely updates on their support requests.

Follow defined procedures and guidelines while working under supervision.

Participate in training and development activities to build product and process knowledge.

Learn to utilise the latest AI tooling within the realm of support to enhance efficiency, improve customer outcomes, and support internal processes.

Stakeholder Interaction:

Communicate with internal teams and external customers to exchange information and provide clear explanations.

Maintain a tactful, service-oriented approach in all interactions.

Receive guidance and feedback from senior colleagues to support your development.

Innovation:

We are an AI-first, tech-driven support team operating in a fast-paced and continuously evolving business environment. As part of your apprenticeship, you’ll be encouraged to embrace new technologies and contribute to a culture of innovation. You’ll learn how to leverage cutting-edge AI tools to enhance customer support, streamline internal processes, and deliver smarter, faster solutions.

Entry requirements

A minimum of Grade 4/C or above in English and Maths.

Excellent written and verbal skills.

No prior work experience required.

Basic understanding of customer service principles is beneficial.

Willingness to learn, take initiative, and grow within the role.

Skills requirements

Customer care skills, Organisation skills, Communication skills, Team working, Initiative, Attention to detail,

Training to be provided

You will undertake the groundbreaking Apprentify AI Business Solutions Level 3 Apprenticeship, tutored by by industry experts.

This programme delivers essential digital skills with a strong emphasis on AI-driven productivity and efficiency. Apprentices will learn practical applications of digital automation, secure data handling and productivity tools, focusing on AI-powered optimisation and problem solving. The programme culminates in an AI-focused capstone project, equipping learners to drive digital innovation and boost organisational performance.

Key learning outcomes:

• Learn core digital skills and develop practical applications of digital automation and collaborative tools.

• Master secure data handling principles and understand productivity software to support effective stakeholder use.

• Explore and integrate AI-powered tools to enhance digital automation, optimise organisational processes, and improve data security.

• Devise and implement AI-driven digital productivity solutions, and analyse the impact of emerging technologies.

• Build effective technical support skills, diagnose digital problems, and understand helpdesk system principles for optimal service.

• Develop adaptive project management skills to navigate digital change, manage time, and assess risks effectively.

• Analyse real-world scenarios to apply core digital workplace skills, including AI, data management, and secure practices.

• Conduct a capstone project to integrate AI-driven solutions, manage digital operations, and provide data-driven insights for organisational improvement.

• Manage content online using appropriate tools and techniques.

• Evaluate the effectiveness of the content produced against the origin.

Duration: 13 months plus End Point Assessment

Things to consider

Fully Stocked Kitchen • Buzzing Work Culture • Pool, Table Tennis and Nintendo Switch in communal areas

Future Prospects

This role is being advertised on behalf of our client. Following on from completing the Level 3 nationally recognised qualification, there will be the opportunity for progression within the team.