Apprentice Services Support Analyst

Summary

You'll be part of a customer services team working with large blue-chip organisations throughout the UK and US. You will be providing support to the accounts, customer services, and development teams. This is done via telephone and email providing end-user customer support, copies of electronic software user guides, and product information.

Wage

£14,526.20 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

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£7.55 Per Hour

Training course

Business administrator (level 3)

Hours

37-hours per week Monday - Friday, working hours TBC

37 hours a week

Start date

Monday 16 June 2025

Duration

1 year 6 months

Positions available

2

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

As a support member within the managed services team, your role is pivotal in helping to ensure our customers have a smooth and efficient experience when raising incidents and requests as part of their customer support journey.

There are 3 main elements to this role:

Initial tier 1 triage for new incidents and requests. This will operate via the support portal and phone calls
Actioning any tickets that are deemed to fall under the 1.5 support line bracket for all Totalmobile products
Being part of the primary support team for the Protect product. This includes software support, hardware support, configuring new devices, processing returns, handling stock, training and reporting. This role also provides support to the wider Protect teams such as customer success, finance and sales

This role will report directly to the Customer Engagement Hub Manager and working closely with the Managed Services Team Lead. This team is based out of the Rochdale office and requires an element of physical hardware set up and distribution. Therefore, it is expected you will be in the physical office for most days. Exceptions for this include those on an apprenticeship who will receive a day a week to work from home on work related to their apprenticeship course and exceptions agreed with your manager.

Daily tasks will include:

Supporting customers using the internal ticketing system
Communicating with customers via telephone and email providing end user customer support and product information
Device hardware provisioning, testing, and repairing
Creating and updating ad hoc customer and internal reports
Stock management
Assisting the Project Manager with new and existing client projects for Protect hardware
Preparing and distributing customer reports
Importing and updating existing data in a database using a GUI and bespoke tools
Ticket communication management
Engaging with smaller customers on an ad hoc basis to understand and resolve issues
Communicating with multiple support teams regarding triage incidents and requests
Actioning tickets that are classed as 1.5 line for all other TM products
Swapping between triage and Protect support
Work to SLAs
Ensuring customer interactions are logged and recorded against tickets

We will provide full support to develop and gain experience with other Total Mobile products.

Where you'll work

2C CROWN BUSINESS PARK
COWM TOP LANE
ROCHDALE
GREATER MANCHESTER
OL11 2PU

Training

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

College or training organisation

ROCHDALE TRAINING ASSOCIATION LIMITED

Your training course

Business administrator (level 3)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents

Skilled in the use of multiple IT packages and systems relevant to the organisation in order to: write letters or emails, create proposals, perform financial processes, record and analyse data. Examples include MS Office or equivalent packages. Able to choose the most appropriate IT solution to suit the business problem. Able to update and review databases, record information and produce data analysis where required.
Produces accurate records and documents including: emails, letters, files, payments, reports and proposals. Makes recommendations for improvements and present solutions to management. Drafts correspondence, writes reports and able to review others' work. Maintains records and files, handles confidential information in compliance with the organisation's procedures. Coaches others in the processes required to complete these tasks.
Exercises proactivity and good judgement. Makes effective decisions based on sound reasoning and is able to deal with challenges in a mature way. Seeks advice of more experienced team members when appropriate.
Builds and maintains positive relationships within their own team and across the organisation. Demonstrates ability to influence and challenge appropriately. Becomes a role model to peers and team members, developing coaching skills as they gain area knowledge.
Demonstrates good communication skills, whether face-to-face, on the telephone, in writing or on digital platforms. Uses the most appropriate channels to communicate effectively. Demonstrates agility and confidence in communications, carrying authority appropriately. Understands and applies social media solutions appropriately. Answers questions from inside and outside of the organisation, representing the organisation or department.
Completes tasks to a high standard. Demonstrates the necessary level of expertise required to complete tasks and applies themself to continuously improve their work. Is able to review processes autonomously and make suggestions for improvements. Shares administrative best-practice across the organisation e.g. coaches others to perform tasks correctly. Applies problem-solving skills to resolve challenging or complex complaints and is a key point of contact for addressing issues.
Takes responsibility for initiating and completing tasks, manages priorities and time in order to successfully meet deadlines. Positively manages the expectations of colleagues at all levels and sets a positive example for others in the workplace. Makes suggestions for improvements to working practice, showing understanding of implications beyond the immediate environment (e.g. impact on clients, suppliers, other parts of the organisation). Manages resources e.g. equipment or facilities. Organises meetings and events, takes minutes during meetings and creates action logs as appropriate. Takes responsibility for logistics e.g. travel and accommodation.
Uses relevant project management principles and tools to scope, plan, monitor and report. Plans required resources to successfully deliver projects. Undertakes and leads projects as and when required.

Your training plan

You will work towards a level 3 Business Administrator Standard which will consist of monthly lessons on a day release to Rochdale Training.

Requirements

Desirable qualifications

GCSE in:

Maths and English (grade Grade 4/C or above)

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

Attention to detail
Customer care skills
Number skills
Ability to work under pressure
Health and Safety Knowledge
Experience is desirable

Other requirements

Why you should consider this role? The customer support team is the perfect jumping off point and you will gain intimate knowledge of our product suite which will enable you to progress in other specialisms within the business. You could move into development, testing, sales, or project management.

About this company

Totalmobile is a Field Service Management (FSM) provider passionate about improving work and mobile workers' lives. We are the UK leader with 375 staff across the UK and Ireland, and we support over 1,000 organisations and 500,000 workers to transform the delivery of field services and experience an exceptional return on investment. We are the UK leader as we have an integrated product suite within FSM that has been crafted together through organic growth and seven strategic acquisitions over the past number of years. This has made us one of the fastest growing software houses in the UK. This is a great opportunity for a person to join a growing organisation and be part of an experienced customer services team working with large blue-chip organisations throughout the UK and US.

After this apprenticeship

To be confirmed upon successful completion of the apprenticeship.

Ask a question

The contact for this apprenticeship is:

ROCHDALE TRAINING ASSOCIATION LIMITED

Jason Wales

jwales@rochdaletraining.co.uk

01706 631 417

The reference code for this apprenticeship is VAC1000319598.

Apply now

Closes on Sunday 15 June 2025

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