Technical Support Apprentice (Customer Service)

Summary

An exciting opportunity to join our team, and help support our growing client base. You'll learn how to support customers, respond to enquiries, and help clients get the most value from our systems. You will gain experience communicating with customers, managing information, solving problems and working as part of a small, supportive team.

Wage

£16,000 a year

£16,000 - £18500 p/a depending on experience and qualifications.

Training course

Customer service practitioner (level 2)

Hours

Monday to Friday - 09.00 - 17.30. Lunch - 1 hour unpaid.

37 hours 30 minutes a week

Start date

Friday 1 May 2026

Duration

1 year

Positions available

1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

HAVi develops innovative technology that helps organisations protect their workforce from the risks of Hand Arm Vibration (HAV). We believe effective safety management is about understanding how people work and encouraging safer behaviours—not just completing paperwork. Our solutions are used by leading organisations across utilities, construction, facilities management, rail, and aerospace, and we pride ourselves on providing clear, actionable insights to help protect teams every day.

What We’re Looking For:

We’re looking for someone who is motivated, reliable, and keen to learn. This role suits someone who enjoys speaking with people, solving problems, and taking responsibility for their work.

Because we are a small team, it’s important that you are comfortable working independently, staying organised, and communicating confidently with customers over the phone, by email, and in person.

You don’t need previous experience, but a positive attitude, willingness to learn, and strong work ethic are essential.

Duties and Responsibilities:

• Manage incoming queries via both email and telephone from new, existing, and potential customers, providing timely and professional support.
• Process orders accurately and efficiently, becoming an expert in our products and services.
• Support customers both remotely and in person, ensuring a positive experience.
• Maintain accurate customer records and track interactions using company systems.
• Collaborate with the team to share insights, ideas, and best practices.
• Take ownership of your professional development, learning about customer service, communication, and problem-solving.
• Learn and apply knowledge of relevant regulations and standards that impact our clients’ work.
• Identify trends in customer feedback and suggest improvements to enhance the service experience.
• Office support/admin including quality checking products and helping during meetings.

Where you'll work

9 Mansfield Road
Eastwood
Nottingham
NG16 3AR

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider

DERBY BUSINESS COLLEGE LIMITED

Training course

Customer service practitioner (level 2)

What you'll learn

• Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
• Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
• Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
• Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
• Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
• Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
• Demonstrate patience and calmness.
• Show you understand the customer’s point of view.
• Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
• Maintain informative communication during service recovery.

Training schedule

• In addition to gaining practical experience in the role, you will also attain an NVQ Level 2 Customer Service qualification which will help start your career and give you an insight into the business' processes and procedures.
• Our training is all completed both face to face, and remotely via teams with a development coach who will be available for support 24/7 and will arrange weekly/fortnightly meetings with you.
• You receive 20% off-the-job training during this apprenticeship, which is included in your weekly working hours.

More training information

• DBC Training is a multi-award-winning employment and skills training provider.
• We offer high-quality employer solutions to improve productivity and learner solutions to support individuals to fulfil their potential.

Requirements

Essential qualifications

GCSE in:

English and maths (grade 3)

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

Skills

• Communication skills
• IT skills
• Organisation skills
• Customer care skills
• Team working
• Initiative