Digital Customer Support Apprentice

QA; Motherwell; On-site; GBP 16,000 - 20,000; Full time

Benefits offered by this job

Employee discounts via Perkbox

Cycle to work scheme

Virtual GP access

Health & wellbeing app

Job summary

QA is offering a Digital Customer Support Apprentice role based in the UK, focusing on coordinating facilities management services for the FedEx UK account. You’ll log requests in Navison, dispatch engineers for maintenance, and monitor portals and emails for timely updates.

You’ll work with teams across the UK, using SharePoint, Excel, Teams, and Outlook to ensure accurate records and smooth communication. Program includes coaching and a nationally recognised SCQF Level 6 qualification.

Qualifications

• Apprenticeship programme with dedicated skills coach and on-the-job mentoring.
• On completion, you gain a nationally recognised qualification at SCQF Level 6.
• Duties include coordinating FM services for a major client and logging work orders.

Responsibilities

• Be the first point of contact for facilities queries via phone and email for 100+ FedEx UK locations.
• Log and track requests in Navison and dispatch engineers for maintenance tasks.
• Monitor shared inbox and portal, assign jobs, and maintain records of work orders.
• Coordinate with engineering teams across the UK to collect time sheets and raise client POs.
• Use SharePoint to share job reports and ensure consistent information across sites.

Skills

Microsoft packages

Team player

Organised

Communication skills

Time keeping

Education

SCQF Level 6

Tools

Navison

SharePoint

Excel

Teams

Zoom

Outlook

Job description

Apleona UK is part of a global business providing facilities management (FM), with over 40 years of experience. They have experience delivering a full range of FM services including energy management, sustainable solutions, cleaning, security, mechanical and electrical, catering, front of house, pest control and waste for both the public and private sectors. Apleona UK has over 1500 staff in more than 520 operational sites throughout the UK

Overview:

As a Digital Customer Support Apprentice, you will be working within the helpdesk function. You will provide coordination support for facilities management services on the FedEx UK account. This includes managing service requests, coordinating with engineers and subcontractors, and ensuring compliance with service level agreements (SLAs) to maintain seamless operations for the client.

Responsibilities:

• Managing over 100 FedEx UK locations will be the first point of contact for all facilities-related queries via phone and email. You will aim to resolve any queries at first attempt or elevate to the helpdesk supervisor.

• You will become a systems expert in Navison which you will use to log and track job requests through. You will schedule and dispatch engineers for reactive and planned maintenance tasks, ensuring timely resolution of issues.

• Daily monitoring of the shared email inbox for job requests tickets being raised on the client portal. Once a ticket has been raised you will then allocate the job to an engineer. Throughout you will maintain accurate records of service requests, work orders, and maintenance activities via Navison.

• You will become proficient in monitoring the client portal to check for additional job information including comments or pictures of work requested by the client which will then be passed onto the engineering teams.

• You will work collaboratively with the engineering teams across the UK to make sure job is complete and that they send across their time sheets allowing for you to raise the purchase order (PO) to send to the client.

• Use of Sharepoint to act as a central hub for sharing information across sites, facilities teams, subcontractors, and the wider Apleona organisation and ensure everyone on the helpdesk has access to the most current job reports and all working from the same information.

• Use of Excel to run reporting on any jobs to provide updates to the wider business.

• Use of collaborative technology such as Teams & Zoom which is a communication tool used for meetings with internal Apleona staff.

• Use of Outlook to email engineers/clients with job updates and for wider business collaboration use.

Desirable skills:

• Good with technology and familiar with Microsoft packages.

• Excellent team player.

• Organised and proactive.

• Good written and verbal communication skills.

• Good time keeping.

Working hours: Monday to Friday, 8am - 5pm.

Benefits:

• Employee discounts via Perkbox.

• Cycle to work scheme.

• Access to a virtual GP.

• Access to a health & wellbeing app.

Future prospects:

90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.

Important information:

This vocational apprenticeship comprehensively supports your specific job role with this particular employer. Throughout your learning journey, you are fully supported by your dedicated QA skills coach and your mentor at work. They ensure you settle in, help you develop all the skills you need to be successful in your job role and pass your assessments, and can provide one to one support.

Starting with insights into your current potential, they plan your growth in a programmatic way, close skills gaps with immersive training and ensure what you learn is applicable to what you do. They talk you through the specifics on the qualifications you gain and how they align in particular to your day to day role.

On completion, as well as the valuable work experience you have gained, you get a nationally recognised qualification at SCQF Level 6.

If you are interested in starting your career and receiving a work based qualification at the same time.