Business Pay Customer Support Apprentice

QA; Snapes Green; On-site; GBP 15,000 - 18,000; Full time

Benefits offered by this job

Induction programme

Digital Support Technician Apprentices

Hands-on IT experience

Pension contributions

Private medical cover

25 days leave

Job summary

Worldline / Magellan is offering a desk-based apprenticeship role in Customer Support, with training toward a nationally recognised Digital Support Technician Apprenticeship. You will support our hospitality, fuel and retail clients, handling calls and emails while learning essential IT service and cybersecurity basics.

The role is a fixed, full-time contract for 37 hours over 5 days (08:00–18:00, Mon–Fri; 09:00–13:00 Sat).

Qualifications

• Growth mindset and willingness to learn.
• Strong collaboration and communication skills.
• Problem-solving attitude and curiosity.
• Basic English and Maths skills.
• Willingness to develop PC literacy (MS Word, Excel, Outlook).

Responsibilities

• Manage inbound calls and emails to meet client SLA standards.
• Resolve issues including login problems, web guidance, and invoice queries.
• Build knowledge to identify common queries and resolve incidents confidently.
• Interact with clients and merchants to support card products and services.

Skills

Growth mindset

Collaboration

Problem-solving

Curious mindset

English & Maths

Education

English & Maths (functional)

Tools

MS Word

Excel

Outlook

Job description

Magellan is a European consulting and technology group operating across 13 countries, with 6,700 employees and €900 million in revenue. We help public and private organisations deliver end-to-end transformation from strategic consulting to the design, deployment and 24/7 operation of secure digital platforms. With expertise across Microsoft, Salesforce, ServiceNow, Pega, SAP, AWS and Google, alongside strong in-house software development capabilities, we help organisations build scalable, resilient and AI enabled businesses. Our expertise spans transport and mobility, banking and insurance, public sector, healthcare, energy, defence, luxury and retail.

About your role

This role is designed for a motivated individual who wants to launch a career in Customer Support. Instead of looking for past office experience, we are looking for curiosity, problem-solving potential, and a drive to learn. You will train towards a nationally recognised qualification while supporting our team with client projects, team activities and business operation opportunities.

This is a desk based role, taking a large number of inbound calls and responding to emails across multiple key business pay account clients in the hospitality, fuel and retail sector, ensuring agreed service levels are met each month. Each team member will be dealing with web issues, credit queries, transactions, invoicing and basic account management whilst representing Magellan to our clients and their customers, and showcasing our expertise in customer service.

This is a Fixed, full time contract role working 37 hours over 5 days that covers hours of service between 08:00 and 18:00 Monday to Friday and 09:00 – 13:00 Saturday. A rota confirming the working pattern will be issued in advance. There is a requirement for some flexibility to ensure that service levels are maintained and work is delivered.

What you will be doing (core responsibilities)

• Ensure all incoming telephone calls/queries and emails are managed to client SLA standards.

• Review enquiries and deal with a range of issues including login issues/web guidance/transaction queries/invoice queries/authorisation requests.

• Build knowledge to identify common queries and resolve incidents with confidence.

• Develop skills in customer care, helpdesk system and database knowledge, and you talk directly to the clients and their merchants who’s products we support as well as the customers who use their cards.

Who we are looking for

Big thinkers! People who can drive positive change, step up and show what’s next, people with passion, can-do attitude and a hunger to learn and grow. In practice this means:

• You’re keen to build knowledge to help you identify problems and provide first call resolutions where possible.

• You’re willing to learn the ability to tackle incidents, issues and difficulties faced by our customer and clients.

• You have the motivation and passion for learning and developing your skill set.

• You want to develop your communication skills to seek clear information and details in order to provide efficient service.

• You would like to gain sophisticated knowledge of PC/literacy skills, including the confident use of MS Word, Excel and Outlook.

• You have a desire to learn problem solving skills: the ability to identify the exact details of a problem through a rational process and able to take steps to ensure a successful resolution, as well as attention to detail, able to document the details of issues clearly in a concise understandable manner.

What you will bring to the role

• Growth mindset: an enthusiasm for learning new concepts and a willingness to act on constructive feedback.

• Collaboration: a positive team player who listens well and supports colleagues.

• Problem-solving attitude: enjoys figuring things out and asking questions when stuck, rather than waiting for instructions.

• Curious mindset: willingness to share new ideas

• Basic qualifications: functional english and maths (or a willingness to work towards them with our support).

What you will learn and do

• Complete all required apprenticeship learning, coursework, assessments, and workplace projects within agreed timescales.

• Attend training sessions, reviews, and progress meetings.

• Actively seek feedback and apply learning to improve performance and professional practice.

What you will get

• Support from day one through a comprehensive induction programme, designed to help you feel welcomed, confident and connected.
• The opportunity to achieve a nationally recognised Digital Support Technician Apprenticeship, developing in-demand skills in digital support, troubleshooting, customer service, systems administration, cybersecurity awareness and technical problem-solving.
• Hands-on experience providing digital and technical support to colleagues and customers, gaining practical exposure to workplace technologies, IT service management processes, digital tools and emerging AI-powered solutions.
• Pension contributions
• Employee private medical cover with virtual GP service
• 25 days annual leave + bank holidays

Why you should work for us

At Worldline / Magellan, we're passionate about helping people build successful careers. Since 2020, we've recruited and developed more than 150 apprentices across the UK, earning recognition as Apprentice Employer of the Year and achieving Great Place to Work and Times Top 50 Employer for Gender Equality accolades. We believe talent comes from every background, so we focus on potential, enthusiasm and ambition, providing the support, opportunities and real-world experience needed to help our people thrive.