Digital Support Technician Apprentice
Citizen Housing Group Limited
West Midlands (B37 7YN)
Closes in 27 days (Monday 19 January 2026 at 11:59pm)
Posted on 23 December 2025
Contents
Summary
Exciting Career Opportunity at Citizen!
Are you passionate and excited about using technology to solve problems and create a seamless experience? As an apprentice, you’ll play a key role in enhancing user and customer experiences through AI-powered tools, automation and cutting-edge contact centre technologies.
- Wage
-
£14,526.20 to £23,492.04, depending on your age
National Minimum Wage
- Training course
- Digital support technician (level 3)
- Hours
-
Hours: Monday - Friday 9.00am - 5.00pm.
Location: Birmingham/Hybrid, minimum 2 days in the office.
37 hours a week
- Start date
-
Monday 16 February 2026
- 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
- Assist in the configuration, maintenance, and optimisation of Amazon Connect contact centre solutions.
- Assist in creating and maintaining dashboards and reports to monitor system performance and customer experience metrics.
- Support the continuous improvement of digital channels and AI-powered functionalities within Amazon Connect; this includes building flows, dialogues, and interactions that meet customer needs and align with business goals.
- Help keep digital process documents up to date, such as step-by-step guides or change logs.
Where you'll work
Unit 4040
Lakeside
Birmingham
West Midlands
B37 7YN
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
GINGER NUT MEDIA LIMITED
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.
Training schedule
We are looking for a motivated Digital Support Apprentice to join our Service Improvement team within the Customer Experience Directorate. This is an exciting opportunity to gain hands-on experience with contact centre cloud technologies supporting the development of AI-powered functionalities that enhance customer engagement.
Requirements
Essential qualifications
GCSE in:
- English (grade 6)
- IT (grade 6)
- Maths (grade 6)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- IT skills
- Attention to detail
- Customer care skills
- Problem solving skills
- Administrative skills
- Number skills
- Analytical skills
- Team working
- Initiative
- Patience
About this employer
With over fifty years of experience, we have grown to be one of the UK’s most trusted social housing providers, Citizen owns and manages 30,000 homes for diverse communities across the West Midlands, from urban tower blocks to rural villages and towns.
We will be an employer of choice and invest in our people.
To deliver the best services for our customers we need employees who are passionate, committed and engaged. We will create a culture where every individual feels comfortable and confident to be themselves and the wellbeing of our employees is a priority. Our team is passionate about making a positive impact and driving innovation.
http://www.citizenhousing.org.uk/ (opens in new tab)
Company benefits
- 25 days annual leave.
- Annual leave purchase scheme.
- Enhanced family leave.
- Organisational sick pay.
- Generous Pension Scheme.
- Competitive Salary.
- Health and Wellness.
- Work-Life Balance.
- Employee Development.
After this apprenticeship
Our team is constantly improving how we use digital technology to support customers and users. This apprenticeship offers a chance to be part of that journey, learn modern tools like Amazon Connect, and develop skills that are in high demand.
What We Offer:
Innovative Environment: Be part of a forward-thinking organisation that values creativity and innovation.
Professional Growth: Opportunities for continuous learning and career advancement.
Collaborative Culture: Work alongside a team of dedicated professionals who support and inspire each other.
Ask a question
The contact for this apprenticeship is:
GINGER NUT MEDIA LIMITED
The reference code for this apprenticeship is VAC2000006350.
Apply now
Closes in 27 days (Monday 19 January 2026 at 11:59pm)