Customer Support Officer - Apprentice

Job Title: Customer Support Officer – Apprentice

Apprenticeship: Business Administrator L3, Workplace training and support provided by iCQ Awards team in addition to dedicated assessor mentoring.

Department: iCQ Awards

Location: Bristol with hybrid working available

Pay Scale: £22,000 per annum

Contract: Permanent

Hours: Full Time - 37.5 hours per week

The Workforce Development Trust

The Workforce Development Trust is a not-for-profit organisation that provides services that support employers to develop skilled, sustainable, and efficient workforces in the UK and abroad. We operate via our collective of five brands; Skills for Health, Skills for Justice, SFJ Awards, People 1st International and ICQ Awards, which deliver specialist, targeted skills interventions to support a variety of frontline public services.

iCQ Awards

iCQ Awards are a regulated awarding organisation, delivering over 200 regulated qualifications, an end-point assessment (EPA) organisation for over 40 apprenticeship standards and providing integrated assessment and funding software solutions. We work across over 20 business sectors, delivering skills development to a growing number of organisations, including some large household names.

Job summary

This apprenticeship opportunity is ideal for someone looking to develop their skills in customer service and business operations, this is a busy varied role.

What you will do

• You will be the first point of contact for all iCQ Awards central enquiries.
• You will be supporting potential new customers and responding to enquiries from existing customers, learners, iCQ staff and consultants, including providing support on the operation of our integrated iLearner system.
• You will be interacting with a wide variety of stakeholders to provide support and assistance.
• You are expected to work as part of a team but will also be able to work independently (with appropriate support for new activity) and with initiative.

What are we looking for

• A willingness to learn and ask questions.
• Good organisation and attention to detail.
• An interest in working in an office.
• Strong interpersonal skills to build rapport and relationships with customers and colleagues.
• Strong written and oral communication skills, with attention to detail and accuracy.
• Ability to manage varied workload and prioritise - to achieve customer service standards.

Key Responsibilities

• Build and maintain effective relationships with existing and potential customers, acting as the first point of contact and proactively dealing with enquiries.
• Support customers, colleagues and associates in the use of iCQ’s iLearner system.
• Assisting the Head of Partnerships and Growth in customer engagement activities such as initial engagement and onboarding new customers.
• Assisting in the production, management and dispatch of iCQ certificates – meeting regulatory requirements and service level agreements.
• Provide general support to the iCQ Awards Managing Director, Business Operations Co-Ordinator. Amongst other tasks, this could include meeting arrangements, updating materials, conducting research and producing reports as required.

This job requires some days in the office. Please consider if you are willing to relocate before applying.

Please include your CV, you can use examples from education, volunteering, caring responsibilities, achievements, hobbies or paid work.

Your CV should help us understand your interests, relevant skills and potential please note you do not need previous paid customer support experience.

Only apply if you currently have a valid right to work in the UK.

Please note, we reserve the right to alter the closing date before the one stated.

Only shortlisted candidates will be contacted

Benefits:

• Generous annual leave entitlement up to a maximum of 28 days, plus public holidays and discretionary Christmas closure
• Hybrid working - 50% working from home
• Flexible work times
• Group Life insurance
• Learning and Developing funding
• Paid study leave
• Enhanced maternity and paternity leave.
• Up to 6% matched pension OR salary exchange
• Cycle to work scheme
• Free flu jabs
• Free eye test
• Perkbox
• Employee assistance programme 24/7
• Money guided financial support
• Buy annual leave scheme
• Payroll giving, this is a tax-free way to donate to any charity, good cause or place of worship.

The Workforce Development Trust is an equal opportunity employer and welcomes everyone.

We strongly encourage people of all gender, religion, ethnic backgrounds, sexual orientation, and individuals with disabilities to apply.

If you need any reasonable adjustments at any point, please let us know. In your application, please feel free to advise on your preferred pronouns, for example she/her, he/him, they/them etc.

Closing date: 11th December 2026