Digital Support Apprentice

Citizen Housing Group; Birmingham; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading social housing provider is looking for an enthusiastic apprentice to enhance user and customer experiences using AI-powered tools and automation at their Birmingham location. The ideal candidate will assist with the configuration of Amazon Connect systems, support digital transformation, and help create dashboards for performance monitoring. Strong GCSEs in English, IT, and Maths are required, along with excellent communication and IT skills. This apprenticeship offers a chance for professional growth and a collaborative work environment.

Benefits

25 days annual leave

Annual leave purchase scheme

Enhanced family leave

Organisational sick pay

Generous Pension Scheme

Competitive Salary

Health and Wellness

Work-Life Balance

Employee Development

Responsibilities

• Assist in the configuration, maintenance, and optimisation of Amazon Connect solutions.
• Support continuous improvement of digital channels using AI-powered tools.
• Create and maintain dashboards to monitor performance metrics.
• Provide effective responses to enquiries through digital channels.
• Investigate application problems for resolution.

Skills

Communication skills

IT skills

Attention to detail

Customer care skills

Problem solving skills

Administrative skills

Number skills

Analytical skills

Team working

Initiative

Patience

Education

GCSE English (grade 6)

GCSE IT (grade 6)

GCSE Maths (grade 6)

Job description

Responsibilities

• Assist in the configuration, maintenance, and optimisation of Amazon Connect contact centre solutions.
• Assist in creating and maintaining dashboards and reports to monitor system performance and customer experience metrics.
• Support the continuous improvement of digital channels and AI-powered functionalities within Amazon Connect; this includes building flows, dialogues, and interactions that meet customer needs and align with business goals.
• Help keep digital process documents up to date, such as step-by-step guides or change logs.
• Use digital technologies, including collaborative tools, to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice.
• Use data accurately and securely to meet business requirements and in line with organisational procedures and legislation.
• Apply information security principles, for example: information transfer, deletion, storage, usage and communications that may include using mobile devices.
• Provide an appropriate and effective response to enquiries, providing support and information utilising digital channels and in line with organisation protocols.
• Operate digital information systems, for example Management- Finance Human Resources Bespoke departmental or organisational systems or databases.
• Communicate effectively through a variety of different channels using terminology appropriate to the audience.
• Use digital resources to extend own knowledge and skills relevant to their role.
• Risk assess the organisational impact of decisions that they take.
• Use digital systems to identify productivity and performance improvements.
• Maintain system security in line with organisational policies.
• Support digital operations or digital change and transformation activities.
• Investigate application problems and enable resolution to maintain productivity and improve quality of service.
• Coach and guide stakeholders to develop their applications skills to use digital systems effectively.
• Monitor data to analyse systems use and provide insights to recommend use or applications developments.
• Support customers in the use of information, products and services through digital channels.
• Diagnose technical problems by identifying and applying tools and techniques to undertake fault finding, recording and rectification.
• Maintain end-user systems physically or remotely, for example: software, hardware or operating systems.
• Provide and direct end-users to tools and resources to help them resolve their digital problems.

Are you passionate and excited about using technology to solve problems and create a seamless experience? As an apprentice, you'll play a key role in enhancing user and customer experiences through AI-powered tools, automation and cutting-edge contact centre technologies.

GCSE Requirements

• English (grade 6)
• IT (grade 6)
• Maths (grade 6)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Desired Skills

• Communication skills
• IT skills
• Attention to detail
• Customer care skills
• Problem solving skills
• Administrative skills
• Number skills
• Analytical skills
• Team working
• Initiative
• Patience

About Citizen

With over fifty years of experience, we have grown to be one of the UK's most trusted social housing providers, Citizen owns and manages 30,000 homes for diverse communities across the West Midlands, from urban tower blocks to rural villages and towns.

We will be an employer of choice and invest in our people. To deliver the best services for our customers we need employees who are passionate, committed and engaged. We will create a culture where every individual feels comfortable and confident to be themselves and the wellbeing of our employees is a priority. Our team is passionate about making a positive impact and driving innovation.

Benefits

• 25 days annual leave.
• Annual leave purchase scheme.
• Enhanced family leave.
• Organisational sick pay.
• Generous Pension Scheme.
• Competitive Salary.
• Health and Wellness.
• Work-Life Balance.
• Employee Development.

What We Offer

• Innovative Environment: Be part of a forward-thinking organisation that values creativity and innovation.
• Professional Growth: Opportunities for continuous learning and career advancement.
• Collaborative Culture: Work alongside a team of dedicated professionals who support and inspire each other.