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Our vision is to be the best technology partner to work for and with – we are really proud of our achievements so far: • Customer Net Promoter Score of +73 • Silver Award Investors in People Accreditation • 2-star Best Companies accreditation • The no. 1 best telecoms company to work for • The 6th best company to work for in the Midlands

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 13 Aug 2022

Apprenticeship summary

  • Annual wage


    •23 days holiday and a day off for your birthday (plus bank holidays), this will increase with length of service •Annual pay reviews •All-company bonus scheme •Death in service cover •Employee assistance programme •Company pension

  • Working week

    Monday - Friday 9am - 5pm

    Total hours per week: 37.5

  • Expected duration

    12 Months

  • Possible start date

    22 Aug 2022

  • Date posted

    14 Jul 2022

  • Apprenticeship level

    Level 2 (GCSE)

  • Reference number


  • Positions

    1 available

What will the apprentice be doing?

We are looking for a Customer Service Apprentice to join our team at our Birmingham office. In this role you will support the team in the day-to-day management of Intercity’s customer base. You will work alongside your colleagues to assist with a range of customer queries whilst delivering outstanding customer service. The hours of work are Monday – Friday 9am – 5pm.

  • Ensuring our customers receive a seamless customer experience via telephone, email, self-service portal, postal correspondence, face to face and videoconferencing.
  • Work towards both individual and team targets for average first response and case resolution times as well as ensuring that high customer service levels are maintained at all times.
  • Completing a range of administrative tasks, such as order processing and submitting commands to networks.
  • Management of the customer self-service portal, including setting up alerts and account checks.
  • Ensuring customers receive regular Customer Care calls confirming they are satisfied at all times. 

Key Skills and Experience:

  • 5 GSCE’s graded from A-C (or 9-4) including Maths and English
  • Attention to detail
  • Computer literacy
  • Passion for providing excellent customer service
  • Excellent communication skills both verbal and written

What training will the apprentice take and what qualification will the apprentice get at the end?

You will study and work towards the achievement of a Level 2 Customer Service Practitioner apprenticeship (during business hours).

What is the expected career progression after this apprenticeship?

At the end of your apprenticeship, you will have the skills and experience to progress within the team.

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Customer care skills, Administrative skills, Team working


GCSE or equivalent Maths and English (Grade 5 GSCE’s graded from A-C (or) Essential

About the employer

Intercity Technology provides reliable and secure technologies in communications, cloud and managed services, with a big difference – Intercity is a technology solutions partner that isn’t all about tech. It’s about a great bunch of people combining their passion, expertise and dedication to deliver extraordinary results for businesses.




101-114 Holloway Head


West Midlands

B1 1QP


Amy Want

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Training provider


Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

Employer's Application Instructions

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 13 Aug 2022