Coordinate SaaS: Apprentice Customer Champion

Location: Hull, Kingston upon Hull
Employment Type: Full-Time
Minimum Experience: Entry-level
Compensation: £120-£150 per week apprenticeship

In this role, you will be working within a small team for a new and growing software company dealing with customers on the telephone, by e-mail, web chat and sometimes face to face. You will work on different and varied projects.

You will be required to work from our different office locations, work from home remotely and occasionally travel to other sites.

You will work in a fast paced, exciting and new industry, in which you will learn valuable and useful new skills for your future career.

During the course of your apprenticeship, you will aim to develop skills that will allow you to increase your responsibility and skill set. The work will include some of the following areas:

  • Dealing with incoming calls, e-mails and web chat enquiries from customer helping them to resolve problems, providing advice and training.
  • Making outgoing calls to customers to ensure that they are regularly engaged with.
  • Actively listening to customers and providing information as required in a polite, professional and courteous manner.
  • Shadowing users and learning about the software from a customer’s perspective.
  • Entering data accurately and effectively into organisational computerised systems.
  • Working as an assistant project coordinator for varied and interesting products in a fast paced working environment.
  • Abiding by company policies, processes and procedures at all times.
  • Compiling video presentations, training materials, user guides and social media marketing collateral.

The above is not an exhaustive list of duties and you will be expected to perform any reasonable tasks as necessitated by the organisation which is relevant to your post. There will be occasions when you will be asked to work additional hours or flexible hours where needed, to ensure objectives of the business are met and also to provide sickness and holiday cover if required.

Desired Skills

Ideally, you will be a person who is very comfortable working with computers and software. You will be familiar with using Software on the web and understand the principles of providing Software as a service (SaaS). As well as being computer literate with knowledge of using the old school systems such as Microsoft Word, Excel and Google Apps. This is more than an admin role and you will need to a person who has a mixture of talents that suit a technical and professional environment. Knowledge of working with other systems would be beneficial and a keen desire to learn about new products provided on the web would be advantageous.

A quick learner with a technical mind used to helping people resolve problems.
Good verbal communicator who has a polite, clear and professional telephone manner.
Understanding of working to deadlines, and should have good time management skills.
Confident in using email and the Internet.
Willing to work effectively in a small team, alone and extremely trustworthy.
Personal qualities

Flexible approach to work – We will be flexible with you if you are in return. Must be willing to go the extra mile to get the job done.
Able to work unsociable hours as this is sometimes required within a new business, travelling to different offices or travelling to attend customer sites or meetings.
Must be punctual as well as having a good attendance record.
Ability to work effectively as both part of a team, with our partners, customers and as an individual.
Respond positively to demands of a varied and busy workload.
Should be a loyal person who is friendly and approachable.
Committed to undertaking on-going training and development.

Qualifications required

Ideally, a grade C or above in GCSE English or equivalent and person who has an interest in technical customer service, software and project management would be preferred but, each person will be considered on their individual merits. If you don’t have a lot of experience but think you have what it takes then your application will be considered equally.

Future prospects

There is a strong possibility that you will gain a permanent position within the organisation, following satisfactory performance during employment, alongside achievement of the full apprenticeship qualification.

There may also be further apprenticeship/other training available following successful employment and achievement of the apprenticeship qualifications.

There will be opportunities for personal growth and further career development.

Things to consider

Mainly located in the Hull area in different offices, some travel will be required around the UK and eventually, we will consider you for occasional home-based work if or when appropriate.

Apprentice Qualification

The Active IQ Level 2 Diploma in Customer Service (QCF) provides learners with a combination of essential customer service knowledge and skills required for those who wish to pursue or further a career in a customer service role.

This qualification focusses on giving learners a range of customer service skills and the mandatory units focus on ensuring learners are able to develop the understanding and soft skills required to offer consistent levels of customer care, whilst the optional units ensure that learners will gain skills such as, effectively communicating with customers, developing customer relationships and dealing with customer problems.


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