Job Description – Customer Support Analyst Apprentice The Opportunity Our client is recruiting for a Customer Support Analyst Apprentice to join their team in Poole. The Level 3 Customer Service Specialist apprenticeship programme that we are offering, will allow you to kick-start your career in an industry that is constantly evolving, dynamic and transformational. The steps you take will provide you with valuable first-hand experience, knowledge, skills and qualification to help really drive your career forward. We are here to guide and support you every step of the way! The Position Job Title: Apprentice Customer Support Analyst Apprenticeship Course: Level 3 Customer Service Specialist Apprenticeship Duration: 15 – 18 months Assessment Location: Poole BH17 Working Hours: Monday to Friday 9am – 5pm Salary: £16,000 - £18,000 Job Description: We are looking for a agile and motivated Customer Support Analyst to join our team. The successful candidate will be responsible for providing technical support and assistance to our customers, ensuring that all queries are resolved promptly and effectively. The Customer Support Analyst apprentice will be required to handle customer inquiries via phone, email, or other channels, as well as troubleshoot reported issues, analyse problems, and provide solutions. They will also be required to investigate customer feedback and provide recommendations for improvement. The ideal candidate should possess excellent problem-solving skills, be a team player, and have excellent communication and customer service skills. The role is office based within the Poole area for 4 days a week, one day a week to be at home to study on your course. Role and Responsibilities: • Respond to customer inquiries via phone, email, or other channels in a professional manner • Troubleshoot reported issues and provide solutions • Keep customers updated on the status of their queries • Investigate customer feedback and provide recommendations to internal process and policy • Prioritise customer queries based on preset guidelines • Participate in team and customer meetings • Produce and maintain knowledge documentation • Participate in customer onboarding projects Desired Qualities, Skills and Knowledge: • Interests in technology • Customer Experience Centric approach • Ability to handle multiple tasks at the same time • Working knowledge of Microsoft office suite of products • Excellent problem-solving skills • Excellent written and verbal communication skills • Ability to work under pressure • Ability to use AI to drive efficiency Tools: The candidate will be using the following tools to carry out their duties: • Salesforce ServiceCloud • TeamViewer • Talkdesk with AI Agent assist • Scribe • O365 applications • Webex Previous experience using the above tools is preferable. Summary We are looking for a dynamic apprentice to join our global support team. You will be supporting customers in 27 countries around the world in various sectors such as Automotive, Hospitality and Enterprise. Key problem-solving skills and a customer centric approach are critical for this role. We are excited to help you launch your career, and you will be given enterprise grade tools to perform your duties along with a network of great team members and suppliers. We are looking forward to welcoming the successful candidate into our fast paced and growing international business. Eligibility Criteria Individuals must have a valid and eligible residency status to apply for this role. About ITP We help employers develop their best talent and inspire the next generation through apprenticeships, mentoring and training, we’re plugging the UK’s digital skills gap to provide a workforce for the future. If this sounds like the role for you, get in touch! Once we receive your application, one of our team will be in touch to help you with the next stage. The ITP are working on behalf of a third party to advertise their vacancy. By submitting your CV, you agree to be contacted by The ITP and your information to be passed on to a third party. Safeguarding and Values Commitment The ITP is committed to safeguarding and promoting the welfare of learners and expects all staff and volunteers to share this commitment. Successful appointment to this role will require satisfactory completion of recruitment checks. At the ITP, we are fully committed to safeguarding and promoting the welfare of all learners and creating a safe, inclusive, and respectful workplace. We expect every team member to: Uphold and champion our values, code of conduct, and safeguarding principles. Take personal responsibility for understanding and adhering to all safeguarding procedures and policies. Promote a culture of safety and wellbeing through a proactive “do no harm” approach. Recognise and act on their responsibility in supporting, strengthening, and enforcing safeguarding practices across all areas of work. Understand and meet any role-specific safeguarding duties — including, in this position, actively identifying and reporting concerns, engaging in relevant training, and modelling safe and inclusive behaviours in all apprentice interactions. At the ITP, our company culture is important to us, and all employees and consultants are expected to operate in line with our values: · We change lives - We strive to make a difference for our apprentices, clients, members, ourselves, and our team on a daily basis. We push for diversity and inclusion in our industry by challenging perceptions. We embrace individuality. We believe that everyone is equally important. · We are genuine and honest - We breed trust amongst clients, apprentices, members, and the team. We take responsibility for our words, actions, and results. We are human. We encourage one another through honesty and transparency. · We are innovative and unique - We are empowered by innovation. We strive to make the impossible, possible. We are proud to be the only organisation of our kind, of who we are and how we got here. · We are Personable - We remind ourselves what it’s like to be in others shoes. We have authentic conversations; we are real and so are our relationships. · We are stronger united - We share our knowledge and experiences. We celebrate one another on our achievements. We value and encourage one another because we win or lose as a team.