Digital Customer Experience Apprentice
Role Overview
The Digital Customer Experience Apprentice will create the how-to content that becomes our Training Academy, help customers through the support channel, and work with the customer success team to make sure customers are getting the full value of the platform.
This is a hands-on content and customer role, and you will use AI tools every day as part of it. The apprenticeship qualification alongside it is the Level 3 Digital and AI Support standard, so what you learn formally and what you do in the job are deliberately the same thing.
Responsibilities will include:
Training Academy content: Record clear screen walkthroughs of the Flexigrant platform, use AI tools to turn your recordings into structured scripts, voiceovers and finished video modules, help build the Academy library, keep content current and contribute to the written knowledge base
Customer support: Handle incoming customer queries through our helpdesk and spot questions that come up repeatedly and turn them into Academy content
Customer success and proactive experience: Maintain customer records and health information in HubSpot, use usage and ticket data to identify customers with low adoption, repeated issues or missed engagement, run targeted outreach to customers, support the renewals process and help with handover from implementation into ongoing customer success
Customer communications: Support the communications that go out with every product release, help run customer webinars and quarterly product round-ups and keep the customer community space active
AI and ways of working: Use AI tools as a normal part of the working day, for drafting, scripting, summarising support history and producing video
Entry requirements:
3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject.
GCSE Maths and English (or equivalents) at grades 3+ (D or above).
Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship in a similar subject.
Working hours: 37.5 hours per week, fully remote
Full Job Posting
About the role:
The Digital Customer Experience Apprentice will create the how-to content that becomes our Training Academy, help customers through the support channel, and work with the customer success team to make sure customers are getting the full value of the platform.
This is a hands-on content and customer role, and you will use AI tools every day as part of it. The apprenticeship qualification alongside it is the Level 3 Digital and AI Support standard, so what you learn formally and what you do in the job are deliberately the same thing.
Responsibilities will include:
Training Academy content: Record clear screen walkthroughs of the Flexigrant platform, use AI tools to turn your recordings into structured scripts, voiceovers and finished video modules, help build the Academy library, keep content current and contribute to the written knowledge base
Customer support: Handle incoming customer queries through our helpdesk and spot questions that come up repeatedly and turn them into Academy content
Customer success and proactive experience: Maintain customer records and health information in HubSpot, use usage and ticket data to identify customers with low adoption, repeated issues or missed engagement, run targeted outreach to customers, support the renewals process and help with handover from implementation into ongoing customer success
Customer communications: Support the communications that go out with every product release, help run customer webinars and quarterly product round-ups and keep the customer community space active
AI and ways of working: Use AI tools as a normal part of the working day, for drafting, scripting, summarising support history and producing video
Entry requirements:
3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject.
GCSE Maths and English (or equivalents) at grades 3+ (D or above).
Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship in a similar subject.
Working hours: 37.5 hours per week, fully remote
Benefits:
- Pension
- Potential bonus
- 25 days holiday
- Employee assistance scheme with mental health and careers support with MyndUp
- Employer trip to Belfast twice a year all paid for
- Future prospects:
- 90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.
- About QA:
- Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 50,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed.
- Interested? Apply now!
About QA Apprenticeships
Private UK digital education and skills provider delivering professional training, apprenticeships, higher education, and talent services.
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