Summary
Do you have a passion for helping customers? Do you take pride in delivering exceptional service? Are you eager to build a rewarding career in customer support? If so, the Customer Support Apprentice role at Sage could be the perfect opportunity for you!
Wage
£14,000 a year
Training course
Customer service practitioner (level 2)
Hours
Monday - Friday Hours to be confirmed Hybrid Working
35 hours a week
Start date
Monday 6 October 2025
Duration
1 year
Positions available
10
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you’ll do at work
* Speaking to our customers to deliver a structured solution with confidence.
* Demonstrate and deliver exceptional problem solving and trouble shooting skills.
* Ability to ask the right questions to gain an understanding of the customer's business.
* Generate leads for our sales department by recommending alternative product/services that could save the customer money and time.
* Think on your feet and quickly research to find an answer for the customer query.
Where you’ll work
C23 - 5 & 6 Cobalt Park Way Cobalt Park
Newcastle Upon Tyne
NE28 9EJ
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
College or training organisation
MIDDLESBROUGH COLLEGE
Your training course
Customer service practitioner (level 2)
Equal to GCSE
Course contents
* Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
* Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
* Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
* Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
* Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
* Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
* Demonstrate patience and calmness.
* Show you understand the customer’s point of view.
* Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
* Maintain informative communication during service recovery.
Your training plan
This training plan has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.
Requirements
Essential qualifications
GCSE in:
* Five GCSE's (grade 4 or above)
* Maths & English (grade 4 or above)
Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.
Skills
* Communication skills
* IT skills
* Organisation skills
* Can-Do Approach
* High Energy
* Interpersonal Skills
* Pro-Active