Digital Support Technician Apprentice

Summary

Do you want to work in a techy environment? Do you enjoy exceeding customer expectations? Would you enjoy learning about our digital software products, troubleshooting customer queries and being the voice of the Customer? If the answer is yes, then Hanley Payments would like to hear from you!

Wage

£19,500 a year

Check minimum wage rates (opens in new tab)

Training course

Digital support technician (level 3)

Hours

Monday - Friday, shifts to be confirmed.

37 hours 30 minutes a week

Start date

Monday 14 July 2025

Duration

1 year 6 months

Positions available

1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

In addition, the successful candidate will be expected to:

Be the voice of the customer
Answer incoming calls and resolve or escalate the clients queries
Respond to Live chat, resolving or escalating the clients queries
Responding to emails, resolving or escalating the clients queries
Be the advocate for the client, ensure all of their tickets are answered to a satisfactory level every time
Ensure their tickets escalated are resolved in a timely manner
Gather feedback from the customers, study other customer success programs and analyse customer data to identify the best practices
Know the company’s products inside and out
Educate customers on the flexibility and capabilities of the software so customers are encouraged to continue using the services

Where you'll work

Hanley Payments Ltd, The Grange, Grange Road
Malvern
WR14 3HA

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

College or training organisation

THE DEVELOPMENT MANAGER LTD

Your training course

Digital support technician (level 3)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents

use digital technologies, including collaborative tools, to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice.
use data accurately and securely to meet business requirements and in line with organisational procedures and legislation.
apply information security principles, for example: information transfer, deletion, storage, usage and communications that may include using mobile devices.
provide an appropriate and effective response to enquiries, providing support and information utilising digital channels and in line with organisation protocols
operate digital information systems, for example• Management- Finance Human Resources• Bespoke departmental or organisational systems or databases
communicate effectively through a variety of different channels using terminology appropriate to the audience
use digital resources to extend own knowledge and skills relevant to their role
risk assess the organisational impact of decisions that they take
use digital systems to identify productivity and performance improvements
use digital technologies to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice
maintain system security in line with organisational policies.
support digital operations or digital change and transformation activities.
investigate application problems and enable resolution to maintain productivity and improve quality of service.
coach and guide stakeholders to develop their applications skills to use digital systems effectively.
monitor data to analyse systems use and provide insights to recommend use or applications developments.
support customers in the use of information, products and services through digital channels.
diagnoses technical problems by identifying and applying tools and techniques to undertake fault finding, recording and rectification.
maintain end-user systems physically or remotely. For example: software, hardware or operating systems
provide and direct end-users to tools and resources to help them to resolve their digital problems.
use digital technologies, including collaborative tools, to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice.
use data accurately and securely to meet business requirements and in line with organisational procedures and legislation.
apply information security principles, for example: information transfer, deletion, storage, usage and communications that may include using mobile devices.
provide an appropriate and effective response to enquiries, providing support and information utilising digital channels and in line with organisation protocols
operate digital information systems, for example• Management- Finance Human Resources• Bespoke departmental or organisational systems or databases
communicate effectively through a variety of different channels using terminology appropriate to the audience
use digital resources to extend own knowledge and skills relevant to their role
risk assess the organisational impact of decisions that they take
use digital systems to identify productivity and performance improvements
use digital technologies to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice
maintain system security in line with organisational policies.

Your training plan

Digital Support Technician Level 3 Apprenticeship Standard:

The successful candidate will undertake an eighteen-month, nationally recognised qualification through TDM. This is a work-based learning programme which will require commitment to block weeks in an online training room once every quarter working towards the qualification along with weekly off the job training and monthly coaching sessions.

You will be required to demonstrate through the standard that you meet all competencies and behaviours, which will lead to the achievement of the qualification. These block weeks will take place virtually in on line classrooms.

You will have a designated mentor in the workplace to support your learning and at the end of programme will be assessed via an external assessment body.

This is a Level 3 qualification.

Knowledge modules will include:

Digital Technologies
Data Management and Information Systems
Security
Applications Technicians (or) Service Technicians

Requirements

Essential qualifications

GCSE or equivalent in:

English (grade 4)
Maths (grade 4)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
IT skills
Attention to detail
Organisation skills
Problem solving skills
Analytical skills
Number skills

Other requirements

The role will be 100% working from home. You will be provided with the all the necessary equipment in order to perform your duties.

About this company

We are a bunch of techy payment experts keen on making the lives of letting agents, landlords and tenants easier at every step of the rent collection process. As such, we develop digital software and provide all the necessary support that goes with that. Our senior management team have a wealth of experience within the financial, banking and payments environment including card payments (Acquiring and Issuing) and Payment Service Provider sectors. Our digital team has built platforms that now process over a billion pounds a year, for large corporations in the Insurance, Housing Associations and Utility space. We now want to share our experience and expertise in this heavily regulated environment, to the lettings market. To free up Letting Agents time and make everyone's life a lot more efficient, easier and simpler.

After this apprenticeship

Opportunity to progress further within an established tech company.

Ask a question

The contact for this apprenticeship is: