Please note this is a 2 year apprenticeship role based in our Cardiff office
Let us tell you a bit about us
We’re Aldermore – the award-winning bank, trusted and highly rated by over a quarter of a million customers for more than a decade. With our range of specialist mortgages, savings accounts and business finance solutions, we're backing more people to go for it.
We thrive by saying “yes” to our customers. We respect the ingenuity of entrepreneurs and their startups; we give first-timers a leg-up onto the property ladder; we open up the lending market to many; and thousands of customers chose Motonovo Finance every week to buy their next car, van or motorbike.
This is where you come in. We are on a journey. A journey defined by a destination; to deliver on our purpose.
Let us tell you a bit about the opportunity
We’re investing in our IT Service Desk and have an exciting opportunity to join us on 2 year apprenticeship where you’ll learn & grow within a supportive and collaborative environment. You’ll provide telephony-based support to colleagues across the business, effectively resolving IT-related problems and minimising downtime by providing technical advice and guidance. If you have excellent customer service skills and a passion for IT, this could be the perfect role for you to start your career within tech.
This is a great introduction to our business and full training and support will be provided. As part of the role, you will be supported in achieving your Level 3 IT Professional Competence Apprenticeship, delivered by our expert training provider ‘ALS’.
What would your day look like?
• Be the first point of contact for colleagues for IT requests and incidents by being available on the phones, picking up tickets generated in a dedicated Service Desk portal or in person at the Cardiff office
• Be calm and patient on the phones, utilising strong customer service and technical problem-solving skills to achieve a positive customer outcome and experience
• Investigate IT incidents and aim to resolve customer issues first time (First-Time Fix) or within the Service Level Agreement time period
• Produce clear and concise technical triage notes within ticket records, ensuring on-hold rules are used correctly and tickets are continually updated and managed efficiently
• You'll be supported with the time to study for your apprenticeship qualification within the working week
What do we expect of you?
• Strong problem-solving skills and a passion for starting a career within IT
• Strong communication skills, both verbal and written, able to handle customer calls and write clear notes on tickets
• Self-motivated with excellent organisation and planning skills
• Ability to work collaboratively as part of a wider team, and able to adapt well to change
• Any experience with Windows, Active Directory, Microsoft Office suite would be beneficial
• Any experience from a customer facing environment would be beneficial
Entry Requirements:
• Minimum 3 years resident in the UK, and must have right to work for duration of the course
• Must not hold an existing IT qualifications above level 2 (GCSE standard)
What can you expect from us?
• A friendly and flexible culture, the same as how we work with our customers.
• A growing organisation that means there’s lots of opportunities to progress
• A drive for continuous improvement, which you will be empowered to get behind from day one.
• And of course, you will be rewarded competitively, with a good range of core benefits and bonus potential.
Still curious?
Join us and we’ll make the same promises to you as a colleague, as we do to each of our customers. We’re committed to building a working environment that values respect, diversity, and compassion. We welcome people regardless of age, disability, gender identity, marital status, race, faith or belief, sexual orientation, socioeconomic background, and whether you’re pregnant or on family leave.
Please note that we have a thorough referencing process, which includes criminal record checks