Apprentice – Customer Support Executive
IDOX SOFTWARE LTD
Farnborough (GU14 7JF)
Closes in 10 days (Friday 12 June 2026 at 11:59pm)
Posted on 2 June 2026
Contents
Summary
This is a fantastic opportunity for individuals looking to start a career in customer service to join our Customer Operations Team in a varied and enriched role, with great opportunities to train further and build a career with Idox.
- Wage
-
£15,600 to £24,784.50, depending on your age
National Minimum Wage
- Training course
- Customer service specialist (level 3)
- Hours
-
Full-time.
Permanent.
37 hours 30 minutes a week
- Start date
-
Saturday 1 August 2026
- Duration
-
2 years
- 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
You’ll be joining a team with well-established colleagues, who will be able to support you to make your mark quickly. We are particularly keen to hear from candidates able to start quickly, with a level head and a keenness to learn. Reporting directly to the Customer Support Manager, the role’s key focus is ensuring customer satisfaction.
The team prides itself on responding to all inbound enquiries in line with business process policies and SLAs. This involves direct engagement with the customer which will include building product quotations, technical and administrative support, website walk-throughs, product guidance and licensing advice.
This role also provides central purchasing support across the division, as well as administrative support to the Sales team and occasionally to the Exec team. You’ll be involved in capturing opportunities for improvement, insights and intelligence from customers. Communicating these back to the business so we can provide the best possible experience for our customers is key.
- To deal with initial enquiries from our customers (by phone, email and live chat) who use our online map shop to access and download a wide range of mapping data. These customers will vary from domestic “one-off” purchasers to regular business users who may require our services on a daily basis.
- To ensure customer issues are followed through to resolution or escalated within the business if needed.
- Assisting the sales team with the generation of quotations and, in some instances, supplying these directly to the customer, raising invoices, processing payments and contracts.
- Raising purchase orders as required across the division.
- Liaising with suppliers to obtain quotes and process orders.
- To participate in meetings within the Support Team.
- To accumulate useful feedback, relaying this to the Head of Operations, ensuring we continue to improve our products and services portfolio.
- To ensure a high standard of administration on our systems, which will involve adding new users, office locations, billing details and account permissions.
- An ongoing responsibility to learn and familiarise yourself with new products and services which are developed and launched.
- Assisting with the ongoing updates of documentation for customer Support processes.
- Welcoming office visitors & preparing meeting rooms as required.
- Adherence to Idox Information Security policies and protocols
Where you'll work
The Hub
Fowler Avenue
Farnborough
GU14 7JF
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
FARNBOROUGH COLLEGE OF TECHNOLOGY
Training course
Customer service specialist (level 3)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
- Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
- Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
- Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
- Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
- Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
- Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
- Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
- Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
- Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
- Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
- Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
- Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
- Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
- Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
- Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
- Service Improvement: Make recommendations based on your findings to enable improvement
- Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
Training schedule
This apprenticeship includes the completion of the Customer Service Specialist Level 3 course. Learning would be at Farnborough College of Technology, with college attendance for 1 day every other week during term time and will include an external assessment for completion.
More training information
In addition to this qualification Idox will provide the mentoring and development you need to succeed as a member of our team, so that you can apply your existing expertise to support our customers.
Requirements
Essential qualifications
GCSE in:
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
- Organisation skills
- Customer care skills
- Problem solving skills
- Number skills
- Initiative
- Can-do attitude
- Time management
- Use of MS Office
Other requirements
- High level of commitment and passion for achieving levels of service excellence
- Good attention to detail when inputting data and completing tasks
- Competent and confident to work with numbers
About this employer
Part of Idox plc, Idox Geospatial is a UK leader in location insight. From data to consultancy, or through our enterprise-class software platforms, we help to deliver a clear understanding of the risks and opportunities that organisations face every day. By bringing together a range of specialist geospatial companies and brands, we’re able to offer the most comprehensive location data services available. An unrivalled proposition for our customers that provides insight at scale and in detail. Together, we drive change. Because ultimately, we know that with location insight, there’s so much more that organisations can achieve.
Geospatial insight has the power to transform. To deliver a strategic advantage. And to enhance decision-making at the highest levels.
The Idox group also delivers specialist software solutions power the performance of government and industry, driving productivity and a better experience for everyone. Built around the user and designed in collaboration with experts who have worked through every detail of every process from end-to-end, our hard-working process engines deliver exceptional functionality and embed workflows that drive efficiency and best practice with a long-term focus for regulated environments. Through the automation of tasks, the simplification of complex operations, finding scalability as operations evolve, and more effective management of information, we help our customers harness the power of Digital, so they can do more.
Idox employs around 700 staff in the UK and worldwide, including Europe, North America and Asia, so some travel to meet colleagues may be required.
After this apprenticeship
Step into a varied and fulfilling position within our Customer Operations Team, where you’ll have great opportunities to develop your expertise and progress your career with Idox.
Ask a question
The contact for this apprenticeship is:
FARNBOROUGH COLLEGE OF TECHNOLOGY
Business Services
Business@farn-ct.ac.uk
The reference code for this apprenticeship is VAC2000028939.
Apply now
Closes in 10 days (Friday 12 June 2026 at 11:59pm)