Customer Service Specialist Apprentice

Hybrid (time split between Woking, Surrey office and home)

Full Time, including protected off-the-job training time

0 – 12 months: £15,600 gross per annum; 12 – 24 months: National Minimum Wage for age

Maximum £300 per month towards travel expenses

About Our Client

With around 45% of their employees being current or qualified Apprentices, our client truly invests in developing homegrown talent. They were recently announced as the 2026 South East Winner of the National Apprenticeship and Skills Awards and have been listed twice as a Top 100 Apprenticeship Employer.

Our client is made up of three subsidiaries. They specialise in technology that helps the UK Public Sector design better digital services and introduce safe, governed AI. Their work supports organisations to redesign services, so they are easier for citizens to use and more efficient for staff to deliver. They combine human-centred design with modern digital platforms and AI-enabled workflows to support secure, compliant service transformation across the UK public sector.

Their goal is simple – to help organisations deliver digital services that are intuitive, accessible and built for real-world impact.

Our client is committed to providing equal employment opportunities for all.

Company Benefits:

• Hybrid working
• Excellent office environment (with pool table and table tennis)
• Open and fun culture with company social events
• Enhanced maternity and paternity leave
• Workplace pension scheme
• Paid sick leave
• Mental health and wellbeing support
• Employee growth plans
• Career and development training
• Free breakfast, fruit and snacks

Purpose of the Role

Support customers of Invuse and Invotra SaaS products through the helpdesk and other customer interactions. Learn to resolve and escalate queries / tickets, analyse feedback and help improve the service. This apprenticeship works towards a Level 3 qualification as a Customer Service Specialist.

Job Specification:

• Log, triage and categorise helpdesk tickets, checking AI-suggested categories and replies before acting on them.
• Resolve first-line queries and escalate complex issues per customer escalation and live service processes.
• Keep accurate ticket records and add solved issues to the internal knowledge base.
• Gather customer feedback per the Customer Feedback Collection and Management Process and track themes.
• Help prepare monthly service reports and SLA tracking, using the monthly service review and SLA Watch skills under supervision.
• Shadow and become involved in major incident management.
• Support with change delivery management.
• Report inaccurate or biased AI output through the AI Concerns Reporting Procedure.

Minimum Required Experience (including personal qualities):

• Some customer-facing experience (retail, hospitality, call centre, volunteering) would be advantageous.
• Ability to work effectively and build relationships.
• Good written and verbal communication skills.
• Patience and ownership of problems.
• Willingness to learn technical products.
• Proactive approach to continuous professional development.
• Good attention to detail.
• Comfortable using AI tools with human review.

Minimum Required Qualifications:

• 5 GCSEs at grades A*-C/9-4 (or equivalent) including English and Maths.

Required Technologies (or equivalents):

• Google Workspace; Jira service desk (nice to have); Claude (nice to have). 

Additional Info: Must haves / Nice to haves:

• Must: Confident writing to customers; Comfortable using AI tools with human review.
• Nice: Interest in public sector services or accessibility; Experience of webchat or ticketing tools.