Job Details

Job Details:

Main role and responsibilities:

  • Resolve all customer issues right, first time, every time
  • Provide a consultative approach to all fixes ensuring the customer gets the best available solution
  • Using in house CRM, log all issues and resolutions to provide accurate status reports by agreed deadlines and when requested timely adhoc reports
  • Ensure our customers receive the best possible service to encourage re-sign of managed service
  • Deliver a world class customer experience through effective relationships with internal and external customers
  • Support Project Managers in delivering best of breed solutions on time and to budget
  • Escalate and resolve service affecting issues that arise
  • Ensure the deployment and administration is well controlled and delivered within agreed timescales
  • Ensure that customer solutions are effectively delivered
  • Seek and use customer feedback to improve the level of service offered to ensure that the customer is maintained
  • Adhere to commercial governance in all support activities

Desirable skills:

  • Communicating for Impact – Able to communicate with enthusiasm and clarity, as well as be able to inspire and influence users
  • Managing a changing Environment: Analytical, simplifies the complex and ambiguous, thinks laterally and creatively, displays sound judgements and solve problems
  • Delivering Results – Can do, delivers, drives BPI OnDemand to win, Sets and prioritises challenging targets, Decisive, Makes decisions, Focused, manages own time and resources, Is cost conscious without reducing profitability, Manages risk
  • Putting Customer First – Understands the value of profitable customers, Listens to and understands the customers’ needs, Delivers outstanding customer service
  • Making a Personal Difference – Positive and courageous, Open, trustworthy and trusting, Resilient, takes personal responsibility, Curious, a real desire to learn
  • Performing Through Our People – Motivates people and teams to perform, Values and adapts to different cultures
  • Personal Development – Develops the capability and expertise of self and shows a drive and determination to progress BPI OnDemand

Desired qualifications:

  • A-Levels in ICT/Business/Computing
  • Or an Apprenticeship in a similar subject (this must be at least the level below the planned programme)
  • Or an International Baccalaureate at level 3 in ICT

Benefits and Future prospects:

  • Ping-pong table on site
  • Casual dress code
  • Socials
  • Regular pay reviews
  • Opportunity for a full time role on completing the apprenticeship.

Important Information:

QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.

To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.


Apply now

Apply now