Digital Support Apprentice

We are on a mission to help Universities enhance student life by amplifying student voices and being more effective in closing the feedback loop. We’re doing this by providing an online platform for university staff that enables them to collect and act on student feedback quickly whilst allowing students to clearly see the impact of their voice based on the actions taken by the University.

**Working Style**:
Remote

**Hours Per week**:
30 hours per week (opportunity to be full-time if necessary)

**About the role**

As a key team member, your role is to onboard new customers onto the platform, ensuring their successful experience. Your main focus is to guarantee our customers have an outstanding experience with our product and support, resulting in referrals and upsell opportunities. Building strong and lasting customer relationships is a crucial part of your responsibilities, leading to customer retention and valuable feedback measured through Net Promoter Score (NPS) and Customer Satisfaction. You will report to the Customer Success Lead and collaborate closely with the Sales, Engineering, and Product teams to continuously enhance the user experience.

**What you’ll do**
- Drive customer retention, growth, and satisfaction by understanding their needs, pain points, and success stories.
- Successfully onboard new customers and support a seamless implementation process.
- Identify opportunities for customers to serve as Champions, providing testimonials and case studies.
- Collaborate closely with the Sales team to support pilot customers, upsell and renewals.
- Build professional relationships with customers, enhance their experience with the platform, and provide exceptional customer support to end users.
- Create engagement strategies, action plans, and training initiatives to help customers achieve their goals and maximise utilisation.
- Monitor customer experiences using the platform, identify at-risk accounts, and proactively address issues.
- Develop strategies for minimising risk and promoting long-term customer retention. - Conduct regular customer check-in calls, gather feedback, and ensure customer satisfaction.
- Deliver training to users through various channels, ensuring they fully utilise the product.
- Assist in creating impact reports to analyse the customer experience, provide recommendations for improvement and track product performance.
- Report issues, including bugs, and capture feature requests and insights to share with the product team, contributing to ongoing product development.

**Who You Are**
- 1+ years in Customer Success, Relationship Management, Account Management, or similar role.
- Fluent English speaker with outstanding written and verbal communication skills.
- Highly organised, collaborative, and detail-oriented.
- Proven experience in relationship-building, churn mitigation, and driving engagement and renewals.
- Empathetic, positive attitude, and a strong desire to help customers succeed. - Resilience under pressure, meeting tight deadlines, and handling disgruntled customers with composure.
- Tech-savvy with a passion for learning new software.
- Highly motivated, problem solver, and comfortable in a fast-paced environment.
- Proficiency in tools like Google Sheets and Excel.
- Familiarity with software, including ClickUp, Crisp, HubSpot, Slack, Google Drive, and Gmail.

**What training will the apprentice take and what qualification will the apprentice get at the end?**
- Level 3 Digitial Support Technician apprenticeship standard (either Applications or Service Technician)
- Level 2 Functional Skills in maths, English and ICT (if required)
- This apprenticeship is delivered through Work Based Assessment

The programme will culminate in an End Point Assessment, where all the skills and knowledge gained on the apprenticeship will be formally tested

**What is the expected career progression after this apprenticeship?**

**Apprenticeship level**

Advanced
Level 3 (A level)

**Expected duration**

15 Months

**Training provider**

JBC SKILLS TRAINING LIMITED

**Apprenticeship standard**

Digital support technician
Level 3 (A level)

**Job Type**: Apprenticeship

**Salary**: £6.40 per hour

Expected hours: 30 per week

**Benefits**:

- Work from home

Schedule:

- Day shift
- Monday to Friday

**Education**:

- GCSE or equivalent (required)

Ability to Commute:

- London, W14 9PU (required)

Work Location: In person