Customer Experience Apprentice - Aspire

About Aspire

At Aspire Technology Solutions we look for dynamic individuals who want to work for one of the fastest growing IT and Cyber Security providers in the UK. It is an exciting time to join us on our journey as we grow and expand!

Our mission: To deliver technology like no other!

About the role

Do you have a natural passion for customer service and want to start your career with an awardwinning managed services company looking after a range of clients up and down the country

This is an excellent opportunity for an apprentice to join our Customer Experience team and undertake a Level 3 Customer Service apprenticeship.

Were looking for an enthusiastic apprentice with an appetite for customer service and a positive attitude to be based at our head office in Gateshead.

The Customer Experience Apprentice will play a pivotal role in ensuring that our customers have a positive and seamless experience with our products/services.You will act as an initial point of escalation for customer queries and will work closely with other departments to drive through service improvements. As such the successful candidate will be required to have exceptional communication skills understand the importance of active listening principles and demonstrate an ability to control conversations whilst always retaining focus on the customers needs.

The role not only involves clear and effective communication with customers but also ensuring internal communications are transparent and wellcoordinated. This includes fostering clarity and coherence among various internal teams such as the Service Desk Sales Finance and Project teams.

Customer service is key to success in the role living our values are woven through everything you do to guarantee that our service delivery is second to none.

What you will be doing:
A highly motivated and conscientious selfstarter your main areas of responsibility will include:

• Managing incoming calls from customers.
  
• Providing progress updates on existing support incidents.
  
• Investigate and manage customer billing queries.
  
• Acting as a point of escalation for any customer queries or concerns.
  
• Coordinating the ongoing delivery of contracted services.
  
• Managing any daytoday issues associated with the services being provided to the customer.
  
• Ensuring services are being delivered in line with defined agreements and targets.
  
• Gathering and reporting on customer feedback following the completion of service requests and customer satisfaction surveys.
  
• Investigating and responding to customer complaints.
  
• Proactive team player to liaise across departments ensuring seamless collaboration and support for the customer.
  

You will suit the role if you have:

• Understanding of the importance and value of delivering high quality customer care.
  
• Have an enthusiastic committed and flexible approach to work.
  
• The ability to work to deadlines.
  
• An excellent standard of both written and verbal communication skills.
  
• Highly motivated with the ability to work on your own initiative.
  
• Ability to collaborate with others across the business.
  
• Proficient in the use of Microsoft Office applications.
  
• Ability to solve problems.
  

Our values

We understand that you might not have all of the qualifications and experiences that we think are key to succeeding in this role therefore we provide continuous learning and development at Aspire which is at the heart of everything we do. As long as you are passionate eager to learn and driven to be the best at what you do and live our values this role may be a fit for you.

Salary

17000 per annum

Start Date

6th May 2025

Location and Working Arrangements

You will be based at Aspires Gateshead head office with travel as required.

Hours of Work

Full time 37.5 hours per week) Monday to Friday

Future Prospects

This apprenticeship offers a pathway into a diverse career. At Aspire we prioritise internal growth meaning completing your apprenticeship with us can unlock opportunities in various roles and departments including Service Account Management and Service Delivery.

Benefits

Here at Aspire we offer a great benefits package and a competitive salary. Being a peoplecentric organisation is what sets us apart we strive to look after our people in the best way we can!

• Travel benefits including free parking subsidized travel passes and much more!
  
• Health Cash Plan
  
• Cycle to Work Scheme
  
• Network Benefits
  
• Employee Assistance Program
  
• Enhanced Annual Leave Entitlement (increasing with length of service)
  
• Enhanced Maternity Paternity and Parental Schemes
  
• Enhanced Pension Scheme
  
• Tech Purchase Scheme
  
• Electric Vehicle Salary Sacrifice Scheme
  
• Employee referral scheme
  
• New business referral scheme
  
• Discounted Gym Membership
  
• Life Assurance and Critical Illness cover
  

Equality Inclusion and Diversity at Aspire

Aspire is an equal opportunity employer committed to creating a culture that respects and values each others differences that promotes dignity equality and diversity that encourages individuals to develop their true potential.

Interview Process

We generally conduct interviews in three stages lasting approximately 23 weeks depending on everyones calendars.

Shortlisted candidates will be invited to a prescreening call via Teams to discuss your experience and what youre looking for in your next role.

Successful candidates will be invited to an interview with the Hiring Manager.

If successful in an interview candidates will be invited to an informal interview with key stakeholders at Aspire to meet the wider team(s).