Summary We're seeking a forward-thinking Case Progression Administrator to join our Case Progression team We're embracing AI across our workflows to reduce admin, improve communication, and increase the accuracy of our case handling. That's where Microsoft Copilot and the 365 Suite of apps come in. Wage £17,000 a year Check minimum wage rates (opens in new tab) Training course Digital support technician (level 3) Hours 9am - 5pm (37.5 hours per week) 37 hours 30 minutes a week Start date Monday 4 August 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 AI and Tech Training: Real world training in Microsoft Copilot and Office 365 tools, so you can work smarter. Work alongside Case Progressors to deliver a seamless client experience through to completion Use our in-house systems and learn how to integrate AI to manage case notes, input data, and update application statuses Provide clients with regular updates and support throughout the mortgage process Maintain accurate client and mortgage records within our customer management system Build and nurture relationships with clients and introducers Manage inbound and outbound calls, taking messages and providing information as needed Collaborate proactively with internal and external stakeholders to support our clients’ journey A curious mindset and willingness to learn new digital tools and AI platforms Where you'll work 7&8, YBN Delta Bank Rd Gateshead NE11 9DJ Training Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills. College or training organisation ZENITH PEOPLE 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 Your apprenticeship training will be a fully work-based learning programme across 15-months,. You will achieve a Level 3 Digital Support Technician qualification. Requirements Essential qualifications GCSE or equivalent in: English (grade 4) Maths (grade 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 Administrative skills Analytical skills Attention to detail Communication skills Customer care skills IT skills Number skills Organisation skills Problem solving skills Team working Other requirements - 28 days holiday (inclusive of Bank Holidays) - Access to Employee Assistance Programme and in-person counselling - Birthday day off About this company Beginning our journey back in September of 2011, Heron Financial was established by Matt Coulson and Warren Harrocks, both extremely passionate about the industry. Through building long-lasting business relationships our solid client base has grown through referrals. With technology at the forefront of Heron Financial, the company is proud to be one of the leading Mortgage and Protection firms in the UK. After this apprenticeship Further progression within the organisation upon completion of apprenticeship for the right candidate. Ask a question The contact for this apprenticeship is: ZENITH PEOPLE LIMITED The reference code for this apprenticeship is VAC1000329879.