Customer Support Apprentice

ARTHUR ONLINE LIMITED

Manchester (M1 4ET)

Closes in 15 days (Monday 26 January 2026 at 11:59pm)

Posted on 9 January 2026

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Summary

As an L1 Support Agent at Aareon UK, you will be the first point of contact for customers using our Fixflo and Arthur platforms. You will provide frontline support by triaging and resolving user queries, delivering clear and timely communication, and ensuring a high standard of service. 

Wage

£17,316 a year

Check minimum wage rates (opens in new tab)

  • 25 days annual leave plus bank holidays
  • 2 days paid volunteering leave per year
  •  

Training course
Customer service specialist (level 3)
Hours
Monday to Friday, 9.00am to 5.00pm

35 hours a week

Start date

Sunday 1 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

As an L1 Support Agent at Aareon UK, you will be the first point of contact for customers using our Fixflo and Arthur platforms. You will provide frontline support by triaging and resolving user queries, delivering clear and timely communication, and ensuring a high standard of service.

Your work will play a key role in customer satisfaction and contribute to the continuous improvement of our support operations. Your work will play a key role in customer satisfaction and contribute to the continuous improvement of our support operations.

The role will involve:

  • Respond to customer support requests via ticketing system, email, or chat in a timely and professional manner
  • Accurately log, prioritise and classify support queries based on impact and urgency
  • Resolve common customer issues independently using documented processes and troubleshooting guides
  • Escalate unresolved or complex issues to L2 support with clear documentation and context
  • Maintain internal and external knowledge base articles, updating information as needed
  • Provide empathetic and clear communication tailored to the user’s technical understanding
  • Collaborate with team members to share knowledge and improve service consistency

Where you'll work

Unit 2 03 Neo
Charlotte Stree
Manchester
M1 4ET

Training

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

Training provider

IXION HOLDINGS (CONTRACTS) LIMITED

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 will be a blended delivery, a mixture of Microsoft Teams and face to face
  • Some training will take place on site and all will be within your working hours
  • Ixion Holdings will complete functional skills where necessary and will ensure Health & Safety, British Values and Equality & Diversity is embedded throughout the course

Requirements

Desirable qualifications

GCSE in:

  • English (grade Grade 4-9/A*-C)
  • Maths (grade 4-9/A*-C)

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
  • Creative
  • Initiative
  • Familiar with ticketing tools
  • Tech savvy

About this employer

Aareon is Europe's trusted provider of SaaS solutions for the property industry. We operate across six regions in Europe, with more than 13,000 customers with 18 million units.

With locations across Germany, The Netherlands, France, Sweden, Spain and The United Kingdom, we employ more than 2000 people delivering local expertise and partnerships with our customers.

Our mission is more than our work; it's our passion: connecting people, process and property, bringing the ecosystem closer together. We make digitalisation a reality, helping our customers manage and sustain their properties effectively while providing superior digital experiences for everyone involved.
Embracing the industry's responsibility, we are dedicated to a more sustainable future. Our commitment encompasses environmental, economic, and social dimensions, empowered by technology that promotes affordable housing and energy efficiency for a brighter tomorrow.

https://www.aareon.co.uk/ (opens in new tab)

Company benefits

  • Workplace pension 
  • Private health insurance with BUPA
  • Cycle to work scheme 
  • Monthly internet allowcanc of £26
  • Life assurance cover of 4x salary from day one

Disability Confident

Disability Confident

A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.

You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.

After this apprenticeship

  • Progressing could include Customer Success, Account Management, Product Management, Developer or Support

Ask a question

The contact for this apprenticeship is:

IXION HOLDINGS (CONTRACTS) LIMITED

The reference code for this apprenticeship is VAC2000007499.

Apply now

Closes in 15 days (Monday 26 January 2026 at 11:59pm)