We are seeking a dedicated and detail-oriented individual to join our Customer Support team. This role is pivotal in ensuring the efficient operation and maintenance of our Apprenticeship certification systems and End Point Assessment Platform (ACE360), maintaining high standards of customer service and supporting both internal and external stakeholders. Key Responsibilities: 1. Ticket Management and Service Level Agreement (SLA) Compliance: Respond to customer support tickets within the 48-hour initial response SLA. Proactively manage and monitor your assigned tickets, including those in Pending/Hold, escalated tickets and those older than 5 days. Use template responses where appropriate to ensure efficient and consistent communication. 2. Telephone Helpline Support: Answer and manage telephone-based support requests promptly and effectively. 3. Certification and Legislative Compliance: Handle certification tasks in alignment with legislative, quality and procedural requirements, adhering to the 10-day SLA for task completion. 4. Webinars and Training: Deliver high-quality ACE360 setup webinars, aligning content with business strategic goals. Full training will be given. Follow up on any business opportunities identified during webinars. 5. Framework Updates: Support updates to Welsh Apprenticeship framework documents, ensuring accuracy in the Apprenticeship Certificates Wales (ACW) system and library. Collaborate with Skills Development Agency/Skills Qualification Authority for updates on Modern Apprenticeships Online (MAO), maintaining the integrity of our data. 6. Standards Database Management: Update the ACE360 Standards database with new standards from Institute for Apprenticeships and Technical Education (IFATE) weekly reports, within a 5-day SLA. Address user feedback by updating existing Standards in a timely and accurate manner. 7. Bulk Uploads: Complete Bulk Upload requests with accuracy and in compliance with established procedures. 8. Team Collaboration and Meetings: Attend regular business meetings, including the Business Support Team Weekly Level 10 Meeting, individual 121 sessions and Quarterly all company team meetings. Provide support to internal teams as needed. 9. Continuous Professional Development (CPD): Engage in ongoing professional development relevant to the role and maintain accurate CPD records. Qualifications and Skills: Previous customer support experience would be welcomed. Strong organisational and time-management abilities. Excellent communication skills, both written and verbal. Experience of working with complex database systems is desirable. Good working knowledge of MS Office is desirable as we use Outlook, Word, Excel and PowerPoint regularly. High attention to detail and accuracy in task completion. Ability to work collaboratively across teams and to independently manage your own job role responsibilities. Experience with Apprenticeship certification systems and/or Apprenticeship Standards End Point Assessment platforms is an advantage but not essential. Previous experience of hosting online training webinars would be useful but not essential. Commitment to continuous professional growth and alignment with our business values and goals. What We Offer to Our Team Members: Flexibility in Work Arrangements Professional Growth and Development Supportive and Collaborative Culture Commitment to Well-Being We are currently piloting a 4-day work week totalling 30 hours. The successful candidate will need to commit to working on Mondays, Tuesdays and Fridays as regular days. However, there is some flexibility in how your hours are distributed. While some remote work is possible, our requirement is that our new team member is able to work from our Edinburgh city centre office, as and when required. During the initial induction period, more frequent office attendance will be required to ensure thorough and effective training can be undertaken. If you are proactive, detail-oriented, and passionate about delivering exceptional customer support, we would be delighted to hear from you Apply now to be part of our dynamic team