Customer Service Support Apprentice

**Customer Service Support Apprentice**
**Science and Technology Facilities Council**
**Salary**: £18,900
**Hours**: Full time - 37 Hours
**Contract Type**:Fixed Term - 2 Years
**Location**: Daresbury Laboratory, Daresbury Science and Innovation Campus, Warrington, WA4 4AD
**Closing date**: 16th February 2025

The Hartree Centre is part of The Science and Technology Facilities Council and focuses on high-performance computing, data analytics and artificial intelligence technologies.

The **Customer Service Support Apprentice** will work at the Hartree Centre Customer Services which is the public-facing side of the Hartree Centre. It is the primary contact point for potential and existing customers and is the gateway to the full range of Hartree Centre services.

The Apprentice will assist with and triage incoming customer support tickets; direct them to the appropriate staff or respond directly; and ensure that tickets are resolved quickly and effectively. We will support you in the training required to use our ServiceNow portal and internal systems and you will gain a good understanding of high-performance computing (HPC) and cloud systems. The Customer Support Team are also responsible for IT equipment for staff, Asset Management and building-related issues which are logged, reported and monitored to ensure a quick resolution. Some elements of this Apprenticeship will require self-learning and development in Cloud Services to ensure we can provide the right support to our customers and users.

**About an Apprenticeship at STFC**

With training and support from experts in their fields, you’ll be enthusiastic about developing your knowledge, skills and behaviours, working towards completing your apprenticeship, gaining appropriate qualifications whilst making a real difference in your role.

If working with innovative technologies on world-leading research isn’t enough, you will develop both professionally and as a critical member of the team in an environment you won’t find anywhere else.
Our dedicated Apprenticeship Team will support you every step of the way, helping you make the most of your opportunities and to achieve the goals you already have - and those you have yet to discover

We provide an opportunity to really pursue your interests and passion. You’ll have access to additional core skills development, access to a community of apprentices across the site, annual Apprentice awards evenings, a number of active sport and social groups across campus, and potential opportunities for overseas placements.

STFC offers a benefits package crafted to provide an excellent work/life balance including 30 days’ annual leave, an outstanding index linked pension scheme, 10.5 public and privilege days, Christmas closure and flexible working hours.

For a list of our full benefits, please visit here.

**About the role**
- Act as the public face of the Hartree Centre customer service group. Route queries to the appropriate staff and ensure they are resolved within SLA targets.
- Deliver professional, customer-focused, first-line support to users of Hartree Centre services.
- Ensuring excellent customer service and quality delivery
- Working collaboratively, prioritising tasks according to importance and urgency
- Listen, interpret, understand and respond to clients’ and all stakeholders’ needs.
- Maintain and develop user documentation.
- Assist in the process of continuous improvement to constantly improve the user support service.

You will have the opportunity to work with a wide range of Hartree Centre technological and business platforms and learning systems. You will receive mentoring as well as access to internal and external training courses to develop personally and professionally.
Alongside this, you will undertake professional development and training through monthly interactive tutor-led workshops supplemented with online learning tools and self-study materials completing Level 3 Customer Service Specialist Apprenticeship with BMS Progress.

The programme is 17 months long: 13 months of practical training followed by 4 months for end-point assessment. Topics covered by the programme include:

- Personal & Professional Development
- Business Knowledge & Understanding
- Knowing Your Customers
- Customer Service Performance & Excellence
- Service Improvement

For more information visit: Level 3 Customer Service Specialist Apprenticeship UK | BMS Progress.

At the end of your apprenticeship, you will undertake an End Point Assessment which includes a practical observation with Q&A, work-based Project and professional discussion supported by a portfolio of evidence generated throughout your apprenticeship.

Upon successful completion, you will achieve a** Level 3 Customer Service Specialist Apprenticeship** standard.
For more information about the apprenticeship standard, please visit the IfATE website: Customer service specialist / Institute for Apprenticeships and Technical Education

**Person Specificat