Digital Helpdesk Apprentice. Job in Haddington Education & Training Jobs

QA Limited; Haddington; On-site; GBP 18,000; Full time

Job summary

A leading apprenticeship provider in Scotland is looking for an apprentice to manage client relationships effectively. This role includes liaising with clients, managing support tickets, and ensuring a high level of service. Responsibilities involve regular communication, record maintenance in Salesforce, and growing your skill set with a focus on exceptional customer service. Opportunity for permanent employment post-apprenticeship.

Benefits

Luxury office space based in Edinburgh

Flexible hours after probation

Qualifications

• Effective communication and relationship-building with clients.
• Ability to manage client queries and support effectively.
• Willingness to learn internal systems and processes.

Responsibilities

• Act as the first point of contact for client queries/support.
• Manage client emails and calls promptly.
• Update and maintain client records in Salesforce CRM.

Skills

Customer service skills

Communication skills

Proficiency in Office 365

Education

Nationally recognised qualification at SCQF Level 6

Tools

Salesforce CRM

Jira

Slack

Job description

About Daxtra Technologies

Daxtra Technologies is a global leader in high-accuracy, multilingual job and resume parsing, semantic search, matching, and recruitment automation. We help organizations worldwide reduce hiring costs and find top talent efficiently by integrating seamlessly with existing systems. With offices in the UK, US, Hong Kong, China, Japan, and Australia, we support over 1,500 organisations, including leading staffing companies, recruitment firms, and talent acquisition teams.

Overview

Reporting to the Client Services Manager/Lead Account manager you will be working as part of the account management team in the Musselburgh office. We are looking for an apprentice to create long-term, trusting relationships with our customers. Your role is to oversee a portfolio of assigned customers (after initial 3 months training) and develop good relationships with clients. You will liaise with internal teams (support/accounts) to improve the customer experience. Proactively speak with clients to ensure happy with the service and products, develop new business from existing clients and negotiate contract renewals. Please note there is no cold calling in this role and may require occasional travel.

Responsibilities

• Act as the first point of contact for client queries/support.
• Call and email clients to arrange review meetings/conference calls.
• Send calendar invites and manage scheduling logistics.
• Manage client emails and calls promptly, keeping clients updated on progress and resolutions.
• Review and manage client support tickets, escalating or resolving issues as needed.
• Update and maintain client records in Salesforce CRM.
• Listening to review calls and writing summaries.
• Create technical change requests and client contracts.
• Support the account management team with any other requirements if needed.
• Share best practices and contribute to the success of the Daxtra account management team.
• Become an expert in internal systems and tools such as Office 365 suite (Outlook, SharePoint, Teams, OneDrive, Word, Excel, PowerPoint).
• Work with project management, communications support software tools (Jira, Slack, Churn-Zero).
• Lead your own development through your PDP and company resources (systems/staff/management).
• Share best practice and help support the Daxtra account management team.

Salary

£18,000 per annum

Working hours

9am - 5pm.

Benefits

• Luxury office space based in Edinburgh.
• Flexible hours after probation.

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 APPLY NOW!