Technical Support Apprentice GRADWELL COMMUNICATIONS LTD

The post holder should have a passion for delivering excellence in customer service. A problem-solving attitude with the ability to investigate, troubleshoot, escalate, & resolve issues in an efficient and professional manner & possess the ability to see things from the customers perspective and be their champion in getting their issues resolved.

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Closing date: today

Apprenticeship summary

  • Annual wage


    32 days holiday (24 days + Public Holidays) After probation period you will also receive: Paid sick pay of 20 days a year Subsidised Bupa dental cover Subsidized gym membership Cycle to Work Scheme Free Broadband Service

    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 to Friday. 9am - 5pm

    Total hours per week: 37

  • Expected duration

    15 Months

  • Possible start date

    01 May 2024

  • Date posted

    28 Mar 2024

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    1 available

What you will do in your working day

Customer Satisfaction 

·       Ensure the delivery of high-quality technical support. 

·       Ensure customer service response is timely and accurate.

·       Ensure that your responsibilities are met so the overall tech support team is meeting and exceeding expectations regarding performance.  

·       Meeting defined metrics/benchmarks. 

·       Making sure that standards and processes are followed. 


Processes and Procedures 

·       Triage, investigate and resolve technical support requests. 

·       Coordinate support issues between customers and 3rd party vendors. 

·       Communicate appropriately internally and to customers.

·       Establish best practices throughout the entire technical support process. 

·       Drive ticket resolution within predefined service level agreements. 

·       Monitor and manage phone queues.  

·       Contribute to Knowledge Base repository and ensure top quality solutions are available to the team and customers. 

·       Manage and maintain partner relationships as required.  



·       Follow up with customers as part of the service lifecycle. 

·       Provide customer feedback to the appropriate internal teams (eg Key Account Managers)  

·       Advise management on situations that may require additional client support or escalation. 

The training you will be getting

Customer Service Specialist Level 3 Apprenticeship

6 hours off the job training will be provided by the employer each week. which will include; job shadowing, attending online training sessions, 1:1 support meetings, assignments & projects, reviews.

Full on the job training. Day release at college is not required.

What to expect at the end of your apprenticeship

Progression opportunities as part of a fast growing, successful company on successful completion of the apprenticeship programme.

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Problem solving skills, Administrative skills, Number skills, Team working, Initiative, Non judgemental, Patience


GCSE or equivalent English (Grade 4+) Essential
GCSE or equivalent Maths (Grade 4+) Essential

About the employer

We are a leading cloud communications provider, delivering end-to-end solutions to businesses of all sizes. Our services were born in the cloud and continue to evolve based on the development of our own intellectual property. Gradwell’s solution portfolio includes our own business phone system (Wave) and SIP network, award-winning unified communications leveraging 3CX and Microsoft Teams, business mobile, and connectivity offerings.








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Training provider


Adjustments for experience

You could reduce your training time, or finish your apprenticeship faster, if you have relevant prior learning or experience. This could be relevant:

  • training
  • qualifications, like an NVQ in a relevant field
  • industry or sector experience


Leah Hayes


Apprenticeship standard

Customer service specialist

Level 3 (A level)

Demonstrating experience

If your application is successful, you will have a chance to discuss your relevant prior learning or experience with your training provider and employer. You will all need to agree any adjustments to your training plan.

You should be prepared to show your competence, and evidence of relevant qualifications

Before you apply

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