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Internet Services Customer Support Apprentice INFOTEX UK LIMITED

The role will primarily be to provide first line support to clients who contact by telephone or email. Enquiries will include providing assistance with email issues, website issues including content and taking details of website change requests.

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Closing date: 30 Dec 2021

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

    Monday - Thursday 9.00am - 5.00pm / 5.30pm and Fridays 9.00am - 4.00pm with 30 minutes /1 hour for lunch.

    Total hours per week: 36.00

  • Expected duration

    18 months

  • Possible start date

    01 Jan 2022

  • Date posted

    08 Oct 2021

  • Apprenticeship level

    Level 2 (GCSE)

  • Reference number


  • Positions

    1 available

The vacancy is in our customer support department which handles all incoming support and customer service matters relating to our existing client base.

Key responsibilities include:

  • Obtain and evaluate all relevant information to effectively handle client enquiries and issues
  • Log and assign for action all enquiries as per agreed SLA’s, monitoring progress, and updating customers when appropriate and as agreed
  • Manage incoming communication (calls/emails) responding when required with ticket reference and estimated time of resolution
  • Provide first line support for customer issues where possible, and escalate when needed
  • Provide technical assistance to customers facing email issues/general requests
  • Assist and support customers requesting basic amendments to their websites
  • Domain and DNS Management
  • Build customer relationships and keep accurate records of communications
  • Have a good understanding of technical platforms used by technical team/industry
  • Check all work completed by the technical team before advising customer works completed ensuring all changes are done correctly and the customer is updated appropriately
  • Will be required to assist other departments with ad hoc general requests and admin
  • Client statement of account awareness when taking calls/dealing with enquiries
  • Day to day contact will be reporting to the Support Manager, will work closely with fellow team members, and will also work closely with our development team and Infrastructure manager alongside assisting with our Digital Marketing team where possible. We are a relatively small company so the successful candidate will have dealings with most staff including our MD
  • Aid the design team with: research, image, and graphics artworking, loading and styling content on websites, testing websites, preparation for presentations
  • You will learn the design process, design software such as photoshop and illustrator, work on live projects, join brainstorming of new projects, and have a chance to interpret briefs and put forward your designs for a project

Requirements and prospects

Desired skills

  • Good communication skills
  • Organisational skills
  • Able to manage multiple tasks
  • Good IT skills

Personal qualities

  • Interest in the web and IT industry
  • Good customer service oriented
  • Desire and willingness to constantly learn

Desired qualifications

  • IT GCSE or similar qualifications
  • A level in computing or similar preferable

Future prospects

Dependant on performance the successful candidate may be offered a permanent role within the company as Customer Support Technician or within the Design team. This would be a similar role, however, it would have more responsibilities. Several of our staff started as apprentices and have moved into project management, digital marketing, and our management team.

Things to consider

This is a computer-based role so you will be on a computer for long periods. Once trained you will take a large volume of calls and will need to always be friendly and professional to our clients. We are a technical company, but customer service is at the forefront.

As per the above there will be an initial need to be flexible about whether working in the office (Gov rules permitting) or from home, so an appropriate space and environment will be required for this.

The Apprenticeship National Minimum Wage guide (ANMW):

About the employer

Infotex - a full service digital marketing agency - operate out of 3 permanent offices in Woodbridge Suffolk, West London, and West Sussex. Known as a flexible digital agency with nearly 20 years’ experience helping ambitious business’s leverage their digital potential nationwide and beyond. Forget one size fits all agency packages, we know no two situations are ever the same.




Riverside House


IP12 1PE

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Training provider


Applications for this apprenticeship are being processed by W S Training Ltd


Rachael Jones 07793444962

  • Customer Service Level 3 Standard
  • Functional Skills if required 

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

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