Junior Customer Support Executive Apprentice

Summary

Customer Support Executives play a vital role in our future success. We place great importance on our customers' success. Our mission is to deliver exceptional assistance with top-notch product knowledge and communication skills, consistently meeting and exceeding customer expectations.

Wage

£15,704 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

Check minimum wage rates (opens in new tab)

Training course

Digital support technician (level 3)

Hours

Monday - Friday, a variation of standard office hours.

40 hours a week

Start date

Monday 16 June 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

About the Company

Our client is a leading eCommerce software provider based in Leicester (20 minute walk from train station). Their mission is to reimagine eCommerce by enhancing search, discovery, and customer engagement through a standout suite of innovative apps.

About the Role

As a Junior Customer Support Executive Apprentice, you will join a dynamic and supportive team, being the first line of support when a customer has a question. Your key responsibilities will include:

Efficiently responding to inquiries via live chat
Taking full ownership of customer inquiries from the initial chat to diagnosing problems and providing updates throughout the process
Escalating complex issues to senior team members (product specialists) and developers by logging support tickets
Creating accurate instant set-ups via live chat, sharing articles and creating snippets.
Enhancing our support centres by identifying when articles need updating and reporting back to your lead.

What We’re Looking For

GCSE Grade C/4 or above in Maths & English (or equivalent)

Please note: an IT related qualification higher than Level 2 (Level 3 or 4, degree, masters etc) will make you ineligible for the apprenticeship, as you will be overqualified.

We want to hear from you if you’ll bring:

Effective Communication: You're skilled at expressing yourself clearly, both in writing and speaking, across various platforms.
Multitasking Ability: You can handle multiple tasks efficiently, ensuring all are completed successfully.
Logical and Quick Thinking: You approach problems with clear reasoning and can think on your feet to find solutions.
Customer Experience Passion: You're enthusiastic about enhancing the experience for our customers, always aiming to exceed their expectations.
Self-Motivation and Team Spirit: You're eager to learn, driven to achieve your best, and thrive when collaborating with others.

Why Join Us?

Customers at the heart: We make our customers the stars of our show and help them thrive. When they grow, so do we. We obsess over their needs so we can dream big on their behalf.
Purposeful progress: We harness our ingenuity to keep leveling up and growing stronger. We take initiative, think boldly, and don’t settle for the status quo. Every risk teaches us something new.
Endless innovation: We take action, refine our work, and drive meaningful growth for each other and our customers. Humble in our pursuit, we continuously seek to improve.
Always open: With transparency we simplify the complex, collaborate globally and empower everyone. We believe openness in our communication—with customers, partners, and team members—is essential for building strong relationships.
Private Medical Insurance

Where you'll work

21 The Calls
LS2 7EH

Training

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

College or training organisation

PARETO LAW 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

Training & Development

You will complete a Level 3 Digital Support Technician Apprenticeship, covering:

Operate digital information systems
Digital architecture (physical storage vs cloud, the role of operating systems and servers)
Maintaining end-user systems (software, hardware and operating systems)
Information security principals
System security
Account management (optional)
Managing & analysing data
Digital marketing

This apprenticeship offers blended learning, combining online training with practical workplace experience, setting you up for a successful career in IT.

Requirements

Essential qualifications

GCSE in:

Maths & English (grade C/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
Organisation skills
Customer care skills
Problem solving skills
Administrative skills
Team working
Patience

About this company

Our client is a leading eCommerce software provider based in Leicester (20 minute walk from train station). Their mission is to reimagine eCommerce by enhancing search, discovery, and customer engagement through a standout suite of innovative apps.

After this apprenticeship

This apprenticeship offers blended learning, combining online training with practical workplace experience, setting you up for a successful career in IT.

Ask a question

The contact for this apprenticeship is: