Apprentice Customer Success Representative

FORFRONT LIMITED

SURREY (KT18 5AD)

Closes in 12 days (Sunday 28 September 2025 at 11:59pm)

Posted on 15 September 2025

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Summary

Forfront is an innovative software company based in Epsom, Surrey. Since 1998, we've been delivering sophisticated digital solutions to both public and private sector organisations. Our flagship product, e-shot™, is a trusted communications and engagement platform used by local councils, NHS trusts and central government departments.

Wage

Competitive

Competitive wage offered

Check minimum wage rates (opens in new tab)

Training course
Customer service specialist (level 3)
Hours
Monday to Friday 9am- 6pm

30 hours a week

Start date

Wednesday 1 October 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

Forfront is an innovative software company based in Epsom, Surrey. Since 1998, we've been delivering sophisticated digital solutions to both public and private sector organisations.

Our flagship product, e-shot™, is a trusted communications and engagement platform used by local councils, NHS trusts and central government departments. It helps teams inform and engage citizens, promote initiatives, share policy updates and more — all in a secure, accessible and impactful way.

We proactively help customers to improve their digital communications whilst making sure we are always available to help when needed.

  • Acts as a routine contact point for customers, receiving and handling requests for support
  • Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution
  • Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate
  • Maintains records, informs users about processes and advises relevant persons of actions taken
  • Identifies opportunities to promote features and functions to customers
  • Uses application management software and tools to collect agreed performance statistics
  • Assists in devising permanent or temporary corrections and workarounds for issues
  • Assists with account administration and back office tasks
  • Collaborates with development and other resources to resolve issues

Many members of our team are ex-apprentices and this role has the potential to develop into a number of other technical or customer-facing roles and will include on the job training to support your apprenticeship and development of new skills.

Where you'll work

GLOBAL HOUSE
ASHLEY AVENUE
EPSOM
SURREY
KT18 5AD

Training

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

Training provider

NORTH EAST SURREY COLLEGE OF TECHNOLOGY (NESCOT)

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 training schedule has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

Requirements

Essential qualifications

GCSE in:

  • English (grade 4)
  • Maths (grade 4)

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
  • Administrative skills
  • Team working
  • Initiative

About this employer

Forfront is an innovative software company based in Epsom, Surrey. Since 1998, we've been delivering sophisticated digital solutions to both public and private sector organisations.

After this apprenticeship

  • Customer Services Manager

Ask a question

The contact for this apprenticeship is:

NORTH EAST SURREY COLLEGE OF TECHNOLOGY (NESCOT)

Sharon Fry

sfry@nescot.ac.uk

02083948593

The reference code for this apprenticeship is VAC1000342037.

Apply now

Closes in 12 days (Sunday 28 September 2025 at 11:59pm)

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