This is a great opportunity to join our existing team within a well-established and reputable MSP based in Liverpool. The Service Desk is the first point of contact within Curveball Solutions for all clients and partners. You will be responsible for logging, classifying and triaging all inbound telephone calls and email communication from a client.

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Closing date: 05 Oct 2023

Apprenticeship summary

  • Annual wage


    The wage is dependent on experience, annually £12,000 up to £16,000.

  • Working week

    Monday - Friday, 9.00am - 5.30pm with half hour for lunch & 2 x 15 minute breaks)

    Total hours per week: 37.5

  • Expected duration

    19 Months

  • Possible start date

    09 Oct 2023

  • Date posted

    17 Aug 2023

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    1 available

What will the apprentice be doing?

You will be expected to provide regular updates to a client throughout the progress their orders or service request. If service levels will not be or are not likely to be met the Service Desk will be required to follow the appropriate escalation process.

The Service Desk is responsible for the processing and fulfilment of orders as well as in-life service requests for Mobile, Fixed and Utility services.

Duties will include:

  • Provide first line support to clients by telephone and email across all products and services, following defined service desk processes and procedures
  • Be understanding of client requests; answering questions; offering support
  • Client service change requests and Queries - Carry out all necessary works relating to client changes requests and queries (e.g. In-contract changes, Sim swaps, user name, bolt - on, product tariff changes, service regrades)
  • Manage and update company systems
  • Proposal and Contract Generation - Provide Sales consultants with pricing and assistance
  • Team Work - Work in partnership with the sales team to support company sales objectives
  • Provide Support to Sales Team members when out of the office for appointment bookings, opportunity updates, building/amending a quote and contracts - have removed updating appointments
  • Updates product knowledge by participating in educational opportunities and attending training as required
  • Establish and maintain strong working relationships with business suppliers and clients
  • Any other reasonable duties as requested by their Line Manager, these may include special projects as defined and agreed by the Management team

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

  • Customer Service Specialist Level 3 Apprenticeship Standard
  • End Point Assessment

What is the expected career progression after this apprenticeship?

  • Progression onto the Service Desk Team on a permanent contract

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Problem solving skills, Logical, Team working, Friendly, Customer Focused


GCSE or equivalent English (Grade 9-4 (A*-C)) Essential
GCSE or equivalent Mathematics (Grade 9-4 (A*-C)) Essential

Things to consider

Office based role, check commute before applying.

About the employer

At Curveball Solutions we believe in helping our clients simplify their business operations to achieve commercial success through technology. We do this by providing impartial advice with innovative, tailored solutions designed to help your business save time and reduce costs. Our key aim is to act as an extension of your business, not just as a supplier, but as a trusted partner. Our dedicated Solutions Consultants have built long-term relationships with our clients, providing access to expert advice and a range of benefits offered by our carefully selected partners.







L33 7XW

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Training provider



Tracey Chaplin


Apprenticeship standard

Customer service specialist

Level 3 (A level)

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