Customer Experience Apprentice in Gateshead

About Aspire

At Aspire Technology Solutions, we are a leading UK provider of managed IT, cyber security and modern workplace solutions. We deliver cyber security, cloud, connectivity, managed services and unified communications solutions that help organisations get more from their technology - driving innovation, improving efficiency and enabling faster growth. Through strong partnerships, we help our customers work smarter, operate more efficiently and achieve better business outcomes, consistently adding value along the way.

Our mission: To deliver technology like no other!

We look for dynamic individuals who embrace technology, think differently, collaborate as team players, and are driven by continuous improvement with a focus on great results for our customers.

About the role

Do you have a natural passion for customer service and want to start your career with an award-winning managed services provider supporting customers across a range of sectors and industries?

This is an excellent opportunity for an apprentice to join our Customer Experience team and undertake a Level 3 Customer Service apprenticeship.

We’re looking for an enthusiastic individual with a passion for customer service, a positive attitude and a willingness to learn, based at our head office in Gateshead.

As a Customer Experience Apprentice, you will play a pivotal role in ensuring our customers have a positive and seamless experience with Aspire’s products and services. You will act as an initial point of escalation for customer queries and work closely with teams across the business to support service improvements.

To succeed in this role, you will have excellent communication skills, understand the importance of active listening and be able to confidently manage conversations while maintaining a strong focus on the customer’s needs.

The role will involve clear and effective communication with customers, as well as ensuring internal communication is consistent, transparent and well coordinated. You will work closely with teams including Service Desk, Sales, Finance and Projects to support a joined-up approach to service delivery.

Customer service is key to success in this role – living our values should be reflected in everything you do, ensuring our service delivery remains second to none.

What you will be doing

A highly motivated and conscientious self-starter, your main areas of responsibility will include:

• Managing incoming calls from customers.
• Providing progress updates on existing support incidents.
• Investigate and manage customer billing queries.
• Acting as a point of escalation for any customer queries or concerns.
• Coordinating the ongoing delivery of contracted services.
• Managing any day-to-day issues associated with the services being provided to the customer.
• Ensuring services are being delivered in line with defined agreements and targets.
• Gathering and reporting on customer feedback following the completion of service requests and customer satisfaction surveys.
• Investigating and responding to customer complaints.
• Proactive team player to liaise across departments, ensuring seamless collaboration and support for the customer.

You will suit the role if you have

• Understanding of the importance and value of delivering high quality customer care.
• Have an enthusiastic, committed and flexible approach to work.
• The ability to work to deadlines.
• An excellent standard of both written and verbal communication skills.
• Highly motivated with the ability to work on your own initiative.
• Ability to collaborate with others across the business.
• Proficient in the use of Microsoft Office applications.
• Ability to solve problems.

Our values

We understand that you might not have all of the qualifications and experiences that we think are key to succeeding in this role therefore we provide continuous learning and development at Aspire which is at the heart of everything we do. As long as you are passionate, eager to learn and driven to be the best at what you do and live our values this role may be a fit for you.

At the heart of everything we do are our core values which guide how we work and grow together:

• Ambitious: We are driven by data to achieve the best results. We push ourselves to be our best and make an impact while delivering the best experience for customers and colleagues.
• Sincere: We do the right thing for our customers and colleagues. We are honest, provide independent advice and support each other as one team.
• Passionate: We love what we do. We take pride in our work and consistently deliver high-quality results.
• Innovative: We are bold and take action to develop creative solutions. We learn from mistakes and strive for continual improvement.
• Reliable: We collaborate to achieve the best results and ensure people can depend on us.
• Expert: We are technical experts who continue to learn and grow. We share knowledge and ensure customers achieve their ambitions through the right technology.

Salary

£17,000 per annum

Benefits

Here at Aspire we offer a great benefits package and a competitive salary. Being a people-centric organisation is what sets us apart – we strive to look after our people in the best way we can!

• Travel benefits including free parking, subsidised travel passes and much more!
• Health Cash Plan
• Cycle to Work Scheme
• Network Benefits
• Employee Assistance Program
• Enhanced Annual Leave Entitlement (increasing with length of service)
• Enhanced Maternity, Paternity and Parental Schemes
• Enhanced Pension Scheme
• Tech Purchase Scheme
• Electric Vehicle Salary Sacrifice Scheme
• Employee referral scheme
• New business referral scheme
• Discounted Gym Membership
• Life Assurance and Critical Illness cover

Location and Working Arrangements

You will be based at Aspire’s Gateshead Quayside Head Office with travel as required.

Hours of Work

Full time (37.5 hours per week), Monday to Friday

Start date

September 2026

Future Prospects

This apprenticeship offers a pathway into a diverse career. At Aspire, we prioritise internal growth, meaning completing your apprenticeship with us can unlock opportunities in various roles and departments, including Service Account Management and Service Delivery.

Equality, Inclusion and Diversity at Aspire

Aspire is an equal opportunity employer committed to creating a culture that respects and values each other’s differences, that promotes dignity, equality and diversity that encourages individuals to develop their true potential.

#AspireForMore