Summary of the apprenticeship

Our Customer Support Analyst Apprentice acts as a customer’s 1st point of contact, providing technical support to our clients for our bespoke transport management software, timely customer feedback, and supporting the roll-out of new software solutions across the Mandata Group.

The ideal candidate will be experienced in delivering first-class support to customers and collaborating with the wider team to quickly resolve queries.

The responsibilities we’ll trust you with…

Providing first contact technical and email support of our bespoke TMS software.

Follow agreed triage, incident, and service request procedures in accordance with service levels and prescribed standards.

Utilise Salesforce Service Cloud ticketing system while fulfilling service requirements.
Provide timely customer feedback.

Communicating with customers regularly with regards to their incident/problem/change request.

Maintain a high-quality service to our customers.

Managing multiple cases at one time, ensuring case notes are up to date.

Diagnosing and resolving incidents using remote access tools and verbal instructions.

Installing software.

Providing timely and accurate customer feedback.

Following up with clients to ensure the problem is resolved.

Escalate more complex cases to 1st Line Technical Support, with full and detailed notes.

Knowledge and expertise that matter most for this role…

Training and support will be provided by our specialist Apprenticeship training provider, Smart Training & Recruitment.

In order to meet the eligibility criteria for an Apprenticeship in England, you must be able to demonstrate at least three years UK residency or hold a valid visa that meets the exceptions to this rule.

Please note, as part of the Initial Assessment process, all qualifications will be verified by the Learning Records Service (LRS) via Department for Education

Employment details

Apprenticeship start date

03 Apr 2025

Duration 15 Months

Working week details

Monday - Friday 8am - 6pm (shifts vary from 8am - 4pm, 9am - 5pm or 10am - 6pm)

Hours per week - 36

Company benefits

Birthday day off 25 days holiday (increases with length of service)

Company sick pay after a years’ service

Free fruit, pop & biscuits

Number of positions 1 available

Salary

This is the national minimum wage

Requirements and prospects

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

Qualifications required

• GCSE English (Grade 4) essential
• GCSE Maths (Grade 4) essential

Future prospects

Work their way up the Support team

1st Line Support

2nd Line Support

Or move into the IT support helpdesk team

Other things to consider

An interest in Tech would be beneficial as we are a software company, and it will involve learning how to use the software.

About the employer

Mandata is a transport management software provider focused on delivering best-in-class haulage software to help road transport operators successfully manage and grow their businesses in step with changing market conditions and consumer demand. Founded in 1974, the company has focused exclusively on the road haulage and logistics sectors for over 48 years. With the backing of private equity firm Tenzing, Mandata is on an ambitious journey to expand its footprint across the UK and into Europe.

Application

Just ensuring they can get to and from the office easily as they will be in 5 days a week?

Job Type: Apprenticeship

Pay: £14,212.12 per year

Work Location: In person

Application deadline: 27/03/2025
Expected start date: 27/03/2025