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Apprentice Help Desk Advisor

Employer
Welsh Government
Location
Techbox Solutions 2nd Floor 34 Severn Street Welshpool SY21 7AD
Salary
National minimum wage
Closing date
17 Dec 2021

View more

Specialism
Other
Sector
Unspecified
Role Type
Apprenticeship, Intermediate
Start Date
Ongoing
Duration
Undisclosed
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Job Details

About the apprenticeship

Duties

Ensuring customers receive excellent customer service, responding to enquiries via chat, email, support ticket systems and telephone.
Working with customers to identify issues and advising on the solution, or escalating issue to the relevant team.
Logging and keeping records of customer queries
Following up with customers to ensure full resolution of issues
Updating self-help documents
Testing and fixing faulty equipment

Additional information

We are a hardworking, faced paced Telecommunications business based in Welshpool town centre.
We are looking for a confident person to join our front-line team to help our customers with any customer service enquiries.

Your role will be to provide 1st line customer service care, passing any more technical support and sales enquiries onto the different relevant teams. You will need to have an excellent telephone manner and have the drive to ensure that all customers receive excellent service. The right candidate will deal with customers over the telephone, via email, on a support ticketing system and also via a live webchat facility.

Full training will be provided.

The working hours will be Monday - Friday 9am - 5pm. Currently, we are working on a blended schedule of office and homeworking. Full training and hardware equipment to enable remote working will be provided.

Requirements

Skills

We are looking for a confident person to join our front-line team to help our customers with any customer service enquiries.

You will need to have an excellent telephone manner and have the drive to ensure that all customers receive excellent service.

Good interpersonal and customer care skills are desirable

Qualifications

None

Language

Welsh Spoken Skills: No Welsh Written Skills: No

Course details

Qualification:
Level 2 Customer Service

About the employer

Techbox Solutions 2nd Floor
34 Severn Street
Welshpool
SY21 7AD

Disability confident

Yes, we are part of the Disability Confident Scheme from the UK Department for Work and Pensions.

Please note that all apprenticeships are open to everyone. However, some organisations have worked to achieve Disability Confident accreditation. You should always apply for the apprenticeship you feel best suited to.

Interview arrangements

Interviews will be taken place wither via zoom meeting, or in person in our offices in Welshpool

Company

Why an apprenticeship?

As an apprentice you will earn while you train. It’s a great career choice whether you are leaving school or college, returning to work after starting a family or looking for a new career. There’s a wide range of jobs on offer.  A job at the Welsh Government is unlike any other in Wales.

At the Welsh Government you’ll be given support and guidance so you can develop your skills in the workplace. You will also need to set aside time to study for your apprenticeship. You’ll be a valued member of the team from day one.

What apprenticeships are available?

We don’t currently have any apprenticeship opportunities open as we have now closed our scheme for 2019. If you’d like to keep updated on the vacancies that we’re advertising, you may want to visit our jobs board:  Welsh Government External Vacancies Board.

If you’d like to receive Job Alert e-mails that let you know when we’re advertising a role that suits your preferences, scroll to the bottom of the jobs board, and you’ll see the ‘Create Job Alert’ link.  Click this, and follow the on-screen instructions to set up your alerts.  You’ll need to log in or create an account as part of this process.

Who can apply?

To be eligible to apply you:

  • will be at least 16 years of age at the time of making your application
  • will not be in full-time education (you can apply while still attending school/college/university but will have finished or intend to finish your studies by the time your apprenticeship starts)
  • will need to meet the Civil Service Nationality requirements to apply.

ALS eligibility

Please note that ALS our training providers have their own eligibility in order to provide the funding required to undertake an apprenticeship. You may not be eligible to apply if:

  • you already hold a qualification at Level 3 or above in ICT, Software, Web and Telecoms or a similar subject
  • you already hold a qualification at Level 3 or above in Business Administration, Customer Service or a similar subject

What are the benefits?  

How much will I be paid?

You will earn £19,240 a year while training. When you pass your apprenticeship you can apply for a permanent job at the Welsh Government. Within 2 years of starting your apprenticeship you could be earning £22,500. 

You will get 31 days holidays as well as 10 public and privilege days. We offer flexible working arrangements to help you get the right work/life balance. You will also be eligible for membership of the Civil Service Pension Scheme

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