Customer Care Adviser Apprentice GREY MATTER LEARNING LIMITED

A fantastic chance to join a friendly, supportive company who champion training, in their customer care team! Providing first line customer support for our online learning platform 'Click', including support with forgotten passwords, course information, system advice, new customer setups, trouble shooting and logging technical queries.

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Closing date: 30 Jun 2024

Apprenticeship summary

  • Annual wage


    There will be a salary review at the end of the probationary period.

  • Working week

    Monday to Friday, 8.30am - 5.00pm / 9.00am - 5.30pm

    Total hours per week: 37.5

  • Expected duration

    15 Months

  • Possible start date

    02 Jul 2024

  • Date posted

    24 May 2024

  • Apprenticeship level

    Level 2 (GCSE)

  • Reference number


  • Positions

    1 available

What you will do in your working day

  • Providing first line customer support for our online learning platform Click, including support with forgotten passwords, course information, system advice, new customer setups, trouble shooting and logging technical queries.
  • Provide first line support for all other enquiries to the business, including logging sales and finance enquiries and passing to the correct department
  • Log all enquiries through the ticketing system and respond within a timely manner
  • Use the telephone, email, web chat, messaging board and online meetings to interact with customers and colleagues in a professional, friendly and supportive manner
  • Ensure customer data and interactions are recorded accurately on our systems
  • Research customer details online and update our customer data as needed
  • Support the Customer Engagement team to respond to initial sales enquiries
  • Support the Content Team by providing customer feedback, testing new courses and logging content enquiries
  • Undertaking research, data cleansing and support the team to gain customer/market insight
  • Understand our products and customers along with the Social Care and wider sectors we operate in
  • Provide exceptional customer service with enthusiasm, passion and commitment to helping our customers, colleagues and everyone we interact with
  • Undertaking any general office task that supports the smooth running of the business

The training you will be getting

  • The apprentice will work toward the Level 2 Customer Service Practitioner Standard
  • You would attend training at WBTC one day a month and have 1-1 training and review meetings
  • Functional skills maths and English would be delivered remotely if required

What to expect at the end of your apprenticeship

  • On-going training and personal development are encouraged

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Customer care skills


GCSE or equivalent English (Grade 4 /C) Desired
GCSE or equivalent IT (Grade 4 or C) Desired
GCSE or equivalent maths (Grade 4 or C) Desired

Things to consider

If you are currently sitting exams please use your predicted grades on your application.

About the employer

Grey Matter Learning is a leading provider of online learning solutions, specialising in the social care sector. Our innovative platform, Click, offers a wide range of courses designed to enhance knowledge and skills within the care industry. Committed to delivering excellence, we pride ourselves on providing exceptional customer service to our users.




Unit 32B

Kingfisher Court


RG14 5SJ

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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


Rachel Eaves

07922 426414

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

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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