Summary
The role is responsible for first line enquiries and managing escalations to other parts of the Organisation to ensure the prompt and satisfactory resolution of Customer Support cases, working as part of a cross border IT team supporting business areas based in the UK and Netherlands.
Wage
£12,480 a year
Training course
Business administrator (level 3)
Hours
Monday to Friday, 8:30am-5pm.
37 hours 30 minutes a week
Possible start date
Monday 24 March
Duration
1 year 6 months
Positions available
1
Work
As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.
What you’ll do at work
Provide Helpdesk support for Information & Communications Technology, as well as ensure all IT infrastructure necessary to be able to manage the operations and integrations with the systems and applications (internally and externally with third parties).
Keep internal controls and follow up of the activities to ensure the integrity and security of the equipment (Hardware and Software) and information (data) of the organization, as well as provide replacement plans and manage procurement under the infrastructure definitions and Gruma policies. Activities must be coordinated with the Head Information System for Europe, and together keep the control and management of the IT Platform, ensuring the continuity (under DRP).
This role combines a high level of technical skills with a clear commitment to Customer Satisfaction. The person in this role is responsible for the day-to-day support of internal customers by telephone, email and online tickets.
Where you’ll work
14 Partnership Court
Seaham Grange Industrial Estate
Seaham
Durham
SR7 0PT
Training
An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.
College or training organisation
GEM PARTNERSHIP LIMITED
Your training course
Business administrator (level 3)
Equal to A level
Course contents
* Skilled in the use of multiple IT packages and systems relevant to the organisation in order to: write letters or emails, create proposals, perform financial processes, record and analyse data. Examples include MS Office or equivalent packages. Able to choose the most appropriate IT solution to suit the business problem. Able to update and review databases, record information and produce data analysis where required.
* Produces accurate records and documents including: emails, letters, files, payments, reports and proposals. Makes recommendations for improvements and present solutions to management. Drafts correspondence, writes reports and able to review others' work. Maintains records and files, handles confidential information in compliance with the organisation's procedures. Coaches others in the processes required to complete these tasks.
* Exercises proactivity and good judgement. Makes effective decisions based on sound reasoning and is able to deal with challenges in a mature way. Seeks advice of more experienced team members when appropriate.
* Builds and maintains positive relationships within their own team and across the organisation. Demonstrates ability to influence and challenge appropriately. Becomes a role model to peers and team members, developing coaching skills as they gain area knowledge.
* Demonstrates good communication skills, whether face-to-face, on the telephone, in writing or on digital platforms. Uses the most appropriate channels to communicate effectively. Demonstrates agility and confidence in communications, carrying authority appropriately. Understands and applies social media solutions appropriately. Answers questions from inside and outside of the organisation, representing the organisation or department.
* Completes tasks to a high standard. Demonstrates the necessary level of expertise required to complete tasks and applies themself to continuously improve their work. Is able to review processes autonomously and make suggestions for improvements. Shares administrative best-practice across the organisation e.g. coaches others to perform tasks correctly. Applies problem-solving skills to resolve challenging or complex complaints and is a key point of contact for addressing issues.
* Takes responsibility for initiating and completing tasks, manages priorities and time in order to successfully meet deadlines. Positively manages the expectations of colleagues at all levels and sets a positive example for others in the workplace. Makes suggestions for improvements to working practice, showing understanding of implications beyond the immediate environment (e.g. impact on clients, suppliers, other parts of the organisation). Manages resources e.g. equipment or facilities. Organises meetings and events, takes minutes during meetings and creates action logs as appropriate. Takes responsibility for logistics e.g. travel and accommodation.
* Uses relevant project management principles and tools to scope, plan, monitor and report. Plans required resources to successfully deliver projects. Undertakes and leads projects as and when required.
Your training plan
Bespoke training will be delivered onsite.
Requirements
Essential qualifications
GCSE in:
* English Language (grade 4)
* Maths (grade 4)
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
* Attention to detail
* Number skills
* Analytical skills
* Logical