AI and Case Progression Admin Apprentice

Summary

We're seeking a forward-thinking Case Progression Administrator to join our Case Progression team.. We're embracing AI across our workflows to reduce admin, improve communication, and increase the accuracy of our case handling. That's where Microsoft Copilot and the 365 Suite of apps come in.

Wage

£17,000 a year

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Training course

Digital support technician (level 3)

Hours

9am - 5pm (37.5 hours per week)

37 hours 30 minutes a week

Start date

Monday 4 August 2025

Duration

1 year 3 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

AI and Tech Training: Real world training in Microsoft Copilot and Office 365 tools, so you can work smarter.
Work alongside Case Progressors to deliver a seamless client experience through to completion
Use our in-house systems and learn how to integrate AI to manage case notes, input data, and update application statuses
Provide clients with regular updates and support throughout the mortgage process
Maintain accurate client and mortgage records within our customer management system
Build and nurture relationships with clients and introducers
Manage inbound and outbound calls, taking messages and providing information as needed
Collaborate proactively with internal and external stakeholders to support our clients’ journey
A curious mindset and willingness to learn new digital tools and AI platforms

Where you'll work

7&8, YBN
Delta Bank Rd
Gateshead
NE11 9DJ

Training

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

College or training organisation

ZENITH PEOPLE LIMITED

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

Your apprenticeship training will be a fully work-based learning programme across 15-months,. You will achieve a Level 3 Digital Support Technician qualification.

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

Administrative skills
Analytical skills
Attention to detail
Communication skills
Customer care skills
IT skills
Number skills
Organisation skills
Problem solving skills
Team working

Other requirements

- 28 days holiday (inclusive of Bank Holidays) - Access to Employee Assistance Programme and in-person counselling - Birthday day off

About this company

Beginning our journey back in September of 2011, Heron Financial was established by Matt Coulson and Warren Harrocks, both extremely passionate about the industry. Through building long-lasting business relationships our solid client base has grown through referrals. With technology at the forefront of Heron Financial, the company is proud to be one of the leading Mortgage and Protection firms in the UK.

After this apprenticeship

Further progression within the organisation upon completion of apprenticeship for the right candidate.

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