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Exciting opportunity to offer effective technical support and fault resolution to our clients.

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Closing date: today

Apprenticeship summary

  • Weekly wage


    Wages explained

    Apprentices are paid for their normal working hours and training that's part of their apprenticeship (usually one day per week).

    Minimum Wage Rates

  • Working week

    Between 8:30am to 5:30pm - Monday to Saturday (40 hours per week) There may also be the requirement to provide cover on a rotation basis of the Out of Hours contracts Sundays 08:30 to 20:30 and 17:30 to 20:30

    Total hours per week: 40.00

  • Expected duration

    18 months

  • Possible start date

    30 Nov 2021

  • Date posted

    08 Sep 2021

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    1 available

Job Objective:

  • To log and assess 1st, 2nd and 3rd line calls for priority
  • To deal with more technical 1st line calls where capable
  • To learn technical skills at work alongside College course
  • Communicate effectively with the client, on updating the status or closure of a call

Main Duties & Responsibilities:

  • To answer incoming calls to the customer care line
  • To log all incoming calls with clear, detailed, and effective information, and to pass ownership to another colleague if required
  • To provide effective technical support and fault resolution with timely feedback to the client or other party
  • To provide effective user support and resolution with timely feedback to the client or other party
  • To share knowledge internally and assist in updating the knowledge base as necessary
  • To aid in the feedback and assessment of software releases and relevant update documentation
  • To regularly assess 1st line calls, to ensure all clients enquires are being dealt with
  • To achieve internal and external SLA’s, and to feedback to management on their status
  • To ensure all internal systems are kept up to date (i.e. Net Help Desk, ACT, support documentation)
  • To attend and contribute to Customer Care meetings
  • To meet individual daily objectives/ targets
  • Any other business in relation to the role

Requirements and prospects

Desired skills

  • Attention to detail
  • Team player who is able to work upon own initiative
  • Be a keen practical and theoretical learner who acts responsibly at all times
  • Able to complete work related and college tasks competently and in a timely fashion

Personal qualities

  • Friendly and approachable
  • Confident communicator
  • Team player
  • Detailed
  • Willingness to learn and develop.
  • Enthusiastic
  • Hard working
  • Reliable and trustworthy

Desired qualifications

Ideally candidates will hold GCSE grades A*-C (9-4) in Maths and English - or equivalent qualifications, including Functional Skills.

Future prospects

A full time, permanent role withinj the organisation.

Things to consider

This apprenticeship may incorporates day release at one of our campuses for functional skills classes and for training on specialist skills and knowledge.

Applicants must be aware that they will be required to attend an Information Advice and Guidance session at one of our Campuses (Tamworth, Lichfield, Cannock Chase Skills and Innovation Centre, or Rodbaston) in order to progress further in this vacancy. During the session, candidates must complete baseline assessments and will have the opportunity to ask questions regarding the qualification.

About the employer

Premier Software was founded in 1994 and has spent over 25 years developing and perfecting software solutions specifically for the spa, wellness and leisure industries, hair and beauty industry and training colleges.

Providing intuitive software to clients both in the UK and across the world, Premier has built a reputation for delivering business management software systems that help to improve the client journey and support business growth.




9-10 Heritage Park

Hayes Way


WS11 7LT

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Training provider


Applications for this apprenticeship are being processed by South Staffordshire College


Apprenticeship Team 0300 456 2424

Information communications technician level 3:

  • Knowledge, skills and behaviours associated with the standard
  • Functional Skills in Maths and English up to Level 2 (if required)

Apprenticeship standard

Information communications technician

Level 3 (A level)

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