Hybrid Customer Service Advisor - No weekend working!
Contract: Permanent role
Start Date: 1st September 2025
Full availability to attend on site training 1st September to 19th September
Salary: £23,810
Hybrid Pattern: Tuesday and Wednesday static days in the office following successful completion of training.
Location: Stockbridge House (NE1 2HJ)
About us
We are a customer experience and business optimisation partner for organisations who are ready to reshape and reinvent how they work and how they connect with those who matter most. We are not content with being good enough. And we never rest on our laurels.
We develop and deliver innovative, technology-led solutions to enable our clients to form stronger connections, increase loyalty, create efficiencies – and ultimately grow and confidently embrace the future.
We are shaping a better future for the world too. Empowering our people and communities, building an inclusive and diverse culture, reducing our environmental impact, and creating a resilient supply chain.
Future shapers. Experience makers.
The Role
An exciting opportunity to work on a national helpline providing specialist advice and support to from employers, training providers, employer-providers, and end point assessment organisations.
Apprenticeship Service helpline Advisers offer information to organisations regarding how to use the appropriate systems in order to manage their apprenticeship funding. They also support training providers and end point assessment organisations to manage the progress and attainment records of apprentices on programme.
The post holder will be responsible for identifying technical support queries and taking the customer through a step-by-step process to reach a successful resolution. Additional tasks will include raising complex queries to Tier 2 technical support and managing ongoing incidents by providing regular updates and gathering further details when needed.
The team supports these stakeholders in a range of ways: from account set-up, answering questions in relation to funding and the apprenticeship levy, and an element of technical support assistance. This can be via incoming telephone calls and emails, as well as providing a small number of outbound calls, to customers requiring technical incident updates where required.
Business hours are 8am-6pm, where this team is 9.00am - 5.30pm there may be requirements to support in different areas of the campaign when necessary, therefore a flexible attitude to working hours is essential.
Key Responsibilities and Accountabilities
- Work within defined quality guidelines and maintain good practices at all times
- Access and research information sought by callers quickly and accurately
- Accurately collate and record caller information for use in management information reports
- Develop and maintain an interest in related topical issues and those likely to affect contacts
- Deliver specialist subject material as appropriate
- Assess caller needs either directly or as a referral and either meet these needs or refer to another agency or to a specialist
- Undertake administrative and other tasks as required relevant to working environment
Knowledge, Skills & Qualifications
- Educated to at least Level 2; to include Maths and English qualifications (Essential)
- Excellent telephone manner with exceptional verbal and written communication skills
- Listening skills and the ability to interact with employers and training providers in a professional and non-judgmental fashion
- IT literate, strong keyboard skills and comfortable in using a wide range of commercial software packages, for example Microsoft Office
- The position is subject to an enhanced CRB Check and further vetting processes as appropriate to fill our contractual and safeguarding procedures
- Knowledge of areas including apprenticeships, traineeships, and education
- Experience of providing technical support and guidance.
- Understanding of confidentiality in relation to safeguarding situations and Data Protection Act.
In return, we’ll offer you:
- 28 days holiday (including 8 public/bank holidays) plus the opportunity to purchase additional days off
- Excellent on the job training and on-going core skills development
- Life assurance and access to a company pension scheme (after qualifying period)
- Exclusive staff discounts at holiday, leisure & other retailers, so you can buy and do the things you love for less
- An employee assistance programme to ensure your wellbeing
- Monthly employee-voted awards to recognise your achievements
- Unique career opportunities within this client partnership
Still like what you see? If want a role where you’re encouraged to be 100% you every day and you're happy with the following final points, get in touch and apply today!
- You will be required to provide specific documentation in a timely manner to satisfy UK Right to Work checks
- You must be based in the UK
- You will need a quiet and comfortable ergonomic workstation when working remotely
- Full availability during 3 week training required, this will be on site at Stockbridge House (NE1 2HJ)
Diversity & Inclusion Statement
It’s our differences that make our organisation stronger, and we work to ensure that all our colleagues’ voices are heard and that their aspirations are nurtured in a culture where people can grow and be 100% themselves every day, no matter their age, sex, gender, disability, ethnicity, sexuality, neurodiversity, or religion. Not only are we a Disability Confident Committed Employer, but we also believe in continuously strengthening our female talent, standing with the LGBTQI+ community and celebrating our multicultural workforce.