Digital Customer Experience Apprentice

QA; Belfast City District; Remote; GBP 17,000 - 21,000; Full time

Benefits offered by this job

Pension

Potential bonus

25 days holiday

Mental health support (MyndUp)

Employer trip to Belfast

Job summary

QA is seeking a Digital Customer Experience Apprentice to create training content, assist customers and support the customer success team. The role combines hands-on work with AI tools and the Level 3 Digital and AI Support apprenticeship.

You will record screen walkthroughs, build the Training Academy, handle helpdesk queries, maintain customer records in HubSpot, and support product launches and webinars, all while learning and growing in a remote setup.

Qualifications

• GCSEs at grades 4+ in any subject.
• Maths and English GCSEs at grade 3+ or above.

Responsibilities

• Record clear screen walkthroughs of the Flexigrant platform and convert recordings into scripts, voiceovers and video modules.
• Handle incoming customer queries via the helpdesk and create Academy content for common questions.
• Maintain customer records and health information in HubSpot; identify adoption gaps and perform targeted outreach.
• Assist with product releases, webinars and customer community activities.

Skills

Attention to detail

Clear communication

Time management

Problem solving

Education

3 GCSEs (4+ in any subject)

GCSE Maths and English (3+)

Tools

HubSpot

Job description

Flexigrant is one of the specialist software businesses within a portfolio of Fluent Software Group, which is an operating group under Valsoft Corporation, an acquirer of specialist vertical-market software businesses with a long-term, buy-and-hold approach.

You will be joining a focused business with its own identity, goals and ambitions, while benefiting from the long-term backing, shared expertise and international network of Fluent Software Group and Valsoft.

We are a small, remote team, which means people here get real responsibility early and their work is visible to the whole business. We are also investing heavily in AI and tech innovation and this role sits right in the middle of that.

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.