Summary
Our Customer Support Analyst Apprentice acts as a customer’s 1st point of contact, providing technical support to our clients for our bespoke transport management software, timely customer feedback, and supporting the roll-out of new software solutions across the Mandata Group.
Wage
£14,133.60 for your first year, then could increase depending on your age
National Minimum Wage rate for apprentices
Training course
Customer service specialist (level 3)
Hours
Monday - Friday, 8.00am - 6.00pm (shifts vary from 8.00am - 4.00pm, 9.00am - 5.00pm or 10.00am - 6.00pm).
36 hours 15 minutes a week
Start date
Monday 22 September 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
The ideal candidate will be experienced in delivering first-class support to customers and collaborating with the wider team to quickly resolve queries.
The responsibilities we’ll trust you with…
* Providing first contact technical and email support of our bespoke TMS software
* Follow agreed triage, incident, and service request procedures in accordance with service levels and prescribed standards
* Utilise Salesforce Service Cloud ticketing system while fulfilling service requirements
* Provide timely customer feedback
* Communicating with customers regularly with regard to their incident/problem/change request
* Maintain a high-quality service to our customers
* Managing multiple cases at one time, ensuring case notes are up-to-date
* Diagnosing and resolving incidents using remote access tools and verbal instructions
* Installing software
* Providing timely and accurate customer feedback
* Following up with clients to ensure the problem is resolved
* Escalate more complex cases to 1st Line Technical Support, with full and detailed notes
* Knowledge and expertise that matter most for this role
Where you'll work
3RD FLOOR
Q5
QUORUM BUSINESS PARK BENTON
NEWCASTLE UPON TYNE
NE12 8BS
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
SMART TRAINING AND RECRUITMENT LIMITED
Training course
Customer service specialist (level 3)
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
Customer Service Specialist Level 3.
Training and support will be provided by our specialist Apprenticeship training provider, Smart Training & Recruitment.
More training information
In order to meet the eligibility criteria for an Apprenticeship in England, you must be able to demonstrate at least three years' UK residency or hold a valid visa that meets the exceptions to this rule.
Please note, as part of the Initial Assessment process, all qualifications will be verified by the Learning Records Service (LRS) via the Department for Education.
Requirements
Essential qualifications
GCSE in:
Maths (grade 4)
Desirable qualifications
GCSE in:
English (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
* Analytical skills
* Logical
* Team working
* Patience
Other requirements
An interest in Tech would be beneficial as we are a software company, and it will involve learning how to use the software.