Apprentice- Level 3 Customer Service

7 days ago

Birmingham, United Kingdom High Speed Two (HS2) Full time

HS2 Apprentices join us in September 2024, where they will have a full Induction into HS2 and meet their apprentice cohort. Our apprentices will complete a learning week every 6 months, which is designed to develop core skills, knowledge and behaviours required on the HS2 Project. Apprentices are supported by their day-to-day team and the Talent and Development team, where regular team meetings are set up weekly, 1:1’s are provided, and every apprentice is assigned a mentor for their durations as well as a team buddy.

As an IT Apprentice, you will supports with complex or technical customer requests and queries. You will gather and analyse data and customer information that influences change and improvements in service. You will be an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints and queries. As an expert in HS2’s products and/or services, you share knowledge with your wider team and colleagues.

The team provides modern service management to ensure a high level of customer happiness and ensure our services are available and performant to reduce lost work time to the HS2 business.

The team delivers a customer centric experience, underpinned by building, developing and optimising platforms to be consumed by business products, focusing on outcomes to drive business value.

The Apprenticeship Programme will span over a period of two years, which will involve working at HS2 and studying a training provider/college.

Over the two years you will cover various topics including:

- Service Improvement
- Customer needs and Customer Insights
- Customer Service Culture and environment
- Customer Journey, and user experience
- Actively promote and embed Equality Diversity and Inclusion (EDI) in all your work, and support and comply with all organisational initiatives, policies and procedures on EDI. Customer satisfaction, net promoter scoring Service Level Agreements (SLA), Key Performance Indicators (KPIs) and Experience Level Agreements (XLAs)

**Learning:
- Attendance to training provider sessions
- Complete all work aligned to the apprenticeship programme Completion of the apprenticeship programme

**Skills**:

- Communication Skills: The ability to communicate with stakeholders at various levels within an organisation
- Interpersonal and relationship skills: The ability to build effective working relationships with colleagues and contacts across the organisation and outside with external partners
- Prioritisation Skills: The ability to organise your workload and meet agreed deadlines to deliver activities/projects in a timely manner and ensuring quality
- Ability to follow process: Working to a process to achieve an outcome and/or identify improvements to existing processes
- Collaborative Working: The ability to work independently and as part of a team to achieve positive outcomes Analytical working: The ability to reviewing, analyse and trend data from different data sources

**Knowledge**:
IT: Knowledge of and experience of using MS Office including Excel, Word and PowerPoint

**Type of Experience:
To join us on an Apprenticeship Programme, you’ll need to have achieved or expect to achieve 5 GCSEs at grade 4 or above, including English and Maths or equivalentBehavioural Competencies

The post-holder is expected to behave at all times in a manner consistent with HS2 company values.

**Our Apprenticeship programme salaries**:
Salaries are currently pending pay review however please see below figures based on 2023.

London locations (inside M25):

- Level3/Year1 - basic salary of £17,220 plus 10% flexible allowance = £18,942
- Level4/Year1 - basic salary of £18,042 plus 10% flexible allowance = £19,846

Non-London Locations:

- Level3/Year1 - basic salary of £16,217 plus 10% flexible allowance = £ 17,839 Level4/Year1 - basic salary of £17,039 plus 10% flexible allowance = £ 18,743

**Does HS2 offer sponsorship if I do not have the Right to Work in the UK?

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