Customer Service Support Apprentice Science and Technology Facilities Council Salary: £18,900
Hours: Full time - 37 Hours
Contract Type: Fixed Term - 2 Years
Location: Daresbury Laboratory, Daresbury Science and Innovation Campus, Warrington, WA4 4AD
Closing date: 16th February 2025
The Hartree Centre is part of The Science and Technology Facilities Council and focuses on high-performance computing, data analytics and artificial intelligence technologies.
The
Customer Service Support Apprentice will work at the Hartree Centre Customer Services which is the public-facing side of the Hartree Centre. It is the primary contact point for potential and existing customers and is the gateway to the full range of Hartree Centre services.
The Apprentice will assist with and triage incoming customer support tickets; direct them to the appropriate staff or respond directly; and ensure that tickets are resolved quickly and effectively. We will support you in the training required to use our ServiceNow portal and internal systems and you will gain a good understanding of high-performance computing (HPC) and cloud systems. The Customer Support Team are also responsible for IT equipment for staff, Asset Management and building-related issues which are logged, reported and monitored to ensure a quick resolution. Some elements of this Apprenticeship will require self-learning and development in Cloud Services to ensure we can provide the right support to our customers and users.
About an Apprenticeship at STFC With training and support from experts in their fields, you'll be enthusiastic about developing your knowledge, skills and behaviours, working towards completing your apprenticeship, gaining appropriate qualifications whilst making a real difference in your role.
If working with innovative technologies on world-leading research isn't enough, you will develop both professionally and as a critical member of the team in an environment you won't find anywhere else.
Our dedicated Apprenticeship Team will support you every step of the way, helping you make the most of your opportunities and to achieve the goals you already have - and those you have yet to discover!
We provide an opportunity to really pursue your interests and passion. You'll have access to additional core skills development, access to a community of apprentices across the site, annual Apprentice awards evenings, a number of active sport and social groups across campus, and potential opportunities for overseas placements.
STFC offers a benefits package crafted to provide an excellent work/life balance including 30 days' annual leave, an outstanding index linked pension scheme, 10.5 public and privilege days, Christmas closure and flexible working hours.
For a list of our full benefits, please visit here .
About the role • Act as the public face of the Hartree Centre customer service group. Route queries to the appropriate staff and ensure they are resolved within SLA targets.
• Deliver professional, customer-focused, first-line support to users of Hartree Centre services.
• Assist in the continued development of ServiceNow, the Hartree Centre's IT and Customer Service Management application.
• Ensuring excellentcustomer service and quality delivery
• Working collaboratively, prioritising tasks according to importance and urgency
• Listen, interpret, understand and respond to clients' and all stakeholders' needs.
• Maintain and develop user documentation.
• Assist in the process of continuous improvement to constantly improve the user support service.
You will have the opportunity to work with a wide range of Hartree Centre technological and business platforms and learning systems. You will receive mentoring as well as access to internal and external training courses to develop personally and professionally.
Alongside this, you will undertake professional development and training through monthly interactive tutor-led workshops supplemented with online learning tools and self-study materials completing Level 3 Customer Service Specialist Apprenticeship with BMS Progress.
The programme is 17 months long: 13 months of practical training followed by 4 months for end-point assessment. Topics covered by the programme include:
• Personal & Professional Development
• Business Knowledge & Understanding
• Knowing Your Customers
• Customer Service Performance & Excellence
• Service Improvement
For more information visit: Level 3 Customer Service Specialist Apprenticeship UK | BMS Progress .
At the end of your apprenticeship, you will undertake an End Point Assessment which includes a practical observation with Q&A, work-based Project and professional discussion supported by a portfolio of evidence generated throughout your apprenticeship.
Upon successful completion, you will achieve a
Level 3 Customer Service Specialist Apprenticeship standard.
For more information about the apprenticeship standard, please visit the IfATE website: Customer service specialist / Institute for Apprenticeships and Technical Education
Person Specification In order to apply for the role, we are looking for the following:
Key - (S) will be measured at shortlisting, (I) will be measured at interview, (S&I) is both.
Essential: • Achieved or predicted to achieve passes at Grade C/4 or above including Maths & English (S)
• Excellent Communication Skills (S&I)
• Demonstrates good initiative and proactivity (S&I)
• Someone willing and keen to learn new skills.(S&I)
• A problem solver with excellent attention to detail (S&I)
Desirable: • Experience of working in a Customer Services environment or similar (S&I)
Important Information 1. To complete the apprenticeship, you will need to evidence passes at 9-4 or A*-C in GCSE (or equivalent) Maths and English. For those sitting their GSCEs in Summer 2025, we would need evidence of your predicted grades.
2. When applying for an apprenticeship, there is a set residency eligibility criteria that must be met by the applicant. To check your eligibility please click here.
3. The training provider will also ask you to complete an initial assessment during the application process.
If you already have a qualification in this subject area or similar please include, as an attachment, your transcript outlining the grade/s achieved and modules covered. By applying for this apprenticeship, you are giving permission for your details to be shared with the relevant training provider.
We will be in touch after the closing date, however, please reach out
[email protected] you have any questions.
Please note that we hold the right to close this vacancy early if a sufficient number of applications have been received.
What could you achieve with the world-leading facilities and experts of one of Europe's largest research organisations by your side?
Join us and discover what's possible!
About The Science and Technology Facilities Council (STFC) As one of Europe's largest research organisations, we ask the biggest questions in the universe to find answers that change the world around us. We seek understanding. We're proud of the impact we make. And we're committed to helping build a globally competitive, knowledge-based UK economy. Being part of all this means contributing to work that pushes boundaries and creates possibilities. You'll work with, and learn from, true experts. Whatever your role, you'll be free to question, and encouraged to share ideas. And, in a positive and supportive culture, you'll discover just what a difference you can make when you're equipped and inspired to excel.
We're a place where curious minds thrive. Not bound by profit, we explore ideas that others don't, ask questions that others won't, and discover answers that others are not equipped to find. And, alongside Mars landings and black holes, we also explore diverse, international projects in everything from science and engineering to computing and technology. Whether it's at the cutting edge or behind the scenes, our work is intellectually challenging. It's very often ground-breaking. And it's endlessly, irresistibly fascinating.
For more information about STFC please visit https://stfc.ukri.org/
You can also visit our careers site https://www.stfccareers.co.uk/
About UK Research Innovation (UKRI) UKRI is an organisation that brings together the seven disciplinary research councils, Research England and Innovate UK. Together, we build an independent organisation with a strong voice and vision ensuring the UK maintains its world-leading position in research and innovation.
Supporting some of the world's most exciting and challenging research projects, we develop and operate some of the most remarkable scientific facilities in the world. We are pushing the frontiers of human knowledge through fundamental research and delivering benefits for UK society and the economy through world-class research, skills and business-led innovation.
More information can be found at www.ukri.org .
Choosing to come to work at UKRI means that you will have access to a whole host of benefits from a defined benefit pension scheme, excellent holiday entitlement, access to employee shopping/travel discounts and salary sacrifice cycle to work scheme. For more details, visit benefits of working for UKRI .
The role holder will be required to have the appropriate level of security screening/vetting required for the role. UKRI reserves the right to run or re-run security clearance as required during the course of employment.
How we support EDI in the workforce At UKRI, we believe that everyone has a right to be treated with dignity and respect, and to be provided with equal opportunities to thrive and succeed in an environment that enables them to do so. We also value diversity of thought and experience within inclusive groups, organisations and the wider community. For further information, please visit 'How we support EDI in the workforce' .
Disability Confident Employer As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy/ies. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
How to apply Online applications only preferred for this role. Please submit a CV and covering letter which clearly outlines how you fulfil the criteria specified along with your motivation for UKRI and the role. Ensure that the job reference number is included in the filename description of each document uploaded. Note that failure to address the above criteria or submit an application without a covering letter may result in the application not being considered. Assessment will only be based upon the content of your submitted covering letter and CV and not the 'experience' section of the application.
UKRI seeks to ensure it creates and maintains a system of openness, fairness and inclusion - a collaborative, trusted environment, which is attractive to and accessible to everyone who is interested in developing their career with us.
Additional Information
- Organisation: Science and Technology Facilities Council (STFC)
- Contract Type: Fixed Term Contract
- External Closing Date: Feb 16, 2025
- Minimum Salary: Pound Sterling (GBP) 18,900
- Hours: Full-time
