At a Glance
- Tasks: Learn to analyse issues, provide support, and deliver excellent customer service.
- Company: Join the University of Birmingham's Core Systems Optimisation Team.
- Benefits: Enjoy 40 days holiday, flexible working, and a supportive apprenticeship scheme.
- Other info: Great career progression opportunities after completing the apprenticeship.
- Why this job: Kickstart your career in tech while making a real impact on user support.
- Qualifications: GCSE English and Maths at grade A*-C or equivalent; commitment to customer service.
The predicted salary is between 22037 - 22037 £ per year.
Core Systems Optimisation Team (CSOT), Finance Office – University of Birmingham, Edgbaston, Birmingham, UK. Full‑time apprenticeship, 15 months. Starting salary £22,037 per annum, rising to £27,546 after 12 months. Apprentice Grade 4; Apprenticeship Standard: Customer Service Practitioner Level 2; Training Provider: HIT Training. Closing date: 25 June 2026.
Eligibility
Applicants must be residents of the UK for the last three years or meet exemption criteria. The training is funded through the apprenticeship levy subject to Department for Education funding rules.
Responsibilities
- The apprentice will learn how to analyse new issues and requests, including taking phone calls from users, helping them in‑person or virtually, and responding to requests via our web‑based contact form.
- Resolve most queries and accurately assign more complicated or time‑consuming issues to other colleagues.
- Provide second line support on all core systems related issues via all the Service Desk’s contact methods.
- Ensure all contact with users is recorded accurately in the IT Service Management tool.
- Identify trends within recent and ongoing issues by monitoring incoming incident records and collaborating with colleagues.
- Utilise skills, experience, and documented knowledge to provide solutions to users for the majority of reported issues.
- Accurately triage more complex or time‑consuming issues to other CSOT support teams.
- Develop a broad understanding of the University’s organisational structure, business functions, strategic aims, and key stakeholders.
- Participate in ITIL‑based Incident and Problem Management in line with documented processes.
- Occasionally carry out remote desktop support to resolve minor issues.
- Ensure that technical solutions are documented within the IT Service Management tool for future reference.
- Be an advocate for our users and escalate whenever CSOT support is falling below expected levels.
- Contribute to the creation and maintenance of knowledge base articles.
- Support equality and values diversity, moderating own behaviour to avoid unfair discriminatory impact or bias on others.
- Engage fully with the University of Birmingham apprenticeship scheme, attending mandatory group days.
Qualifications and Experience
- GCSE English and Maths at grade A*‑C / 4‑9 or other equivalent level 2 qualification.
- A commitment to excellent customer service.
- A basic working knowledge in one of the following (and familiarity with the other): Microsoft Windows, Mac OS X.
- Basic knowledge of mobile devices including tablets and smartphones.
- The ability to maintain an open and approachable demeanour.
- The ability to maintain a high level of accuracy under pressure.
- Good oral and written communication with the ability to tailor responses to specific audiences.
- The ability to work effectively as a member of a team towards quality service goals and deadlines.
- The ability to prioritise and schedule workload in the face of conflicting demands.
- A structured and methodical approach to troubleshooting and problem solving.
- A willingness to adopt and champion new ways of working.
- An understanding of the importance of equality, diversity and inclusion in the workplace.
- The ability to identify and respond to equality and diversity issues in line with relevant policies and procedures.
Benefits
- 40 days paid holiday per year.
- One paid day for volunteering.
- Occupational sick pay.
- Pension scheme.
- Subsidised day nurseries.
- Flexible working arrangements.
Career Pathway
Upon completion of the apprenticeship, you may progress into roles such as Support Analyst or Functional Expert.
Equality, Diversity and Inclusion
The University of Birmingham is committed to equality, diversity and inclusion, holding Athena SWAN, Race Equality Charter and Disability Confident accreditations. All applicants are considered equal opportunity candidates.
Application
Please submit your CV to apprenticeships@contacts.bham.ac.uk. The University encourages genuine communication; applications that rely heavily on AI tools may not be progressed to interview.
Apprentice CSOT Support Analyst - CSOT - 107557AP - Apprentice Grade 4 in Birmingham employer: University of Birmingham
The University of Birmingham is an exceptional employer, offering a supportive and inclusive work culture that prioritises employee growth and development. With a comprehensive apprenticeship programme, generous benefits including 40 days of paid holiday and flexible working arrangements, and a commitment to equality and diversity, this role as an Apprentice CSOT Support Analyst provides a meaningful opportunity to contribute to the university's mission while gaining valuable skills in a collaborative environment.
StudySmarter Expert Advice🤫
We think this is how you could land Apprentice CSOT Support Analyst - CSOT - 107557AP - Apprentice Grade 4 in Birmingham
✨Get to Know Your Local Businesses
For an apprenticeship in customer support, don’t hesitate to pop into local shops or businesses. They might not have job postings up, but often they’re looking for eager apprentices who can learn on the job. Approach them with confidence and express your interest.
✨Leverage Online Communities
Dive into online forums and communities focused on customer support. Places like Reddit or specific Facebook groups are goldmines for advice and networking. You never know who might be looking for an apprentice or have insider tips about openings at places like University of Birmingham.
✨Tap Into Your School’s Resources
Make sure to use your school’s career services. They often have connections with companies looking for apprentices, which can give you a head start. Plus, they can help you polish your interview skills to shine during those crucial moments.
✨Show Your Passion Online
Create a simple portfolio showcasing any relevant experience, even if it's just customer service experience from part-time gigs. Share it on platforms like LinkedIn to make yourself more visible to employers like University of Birmingham. It’s all about getting your name out there and showing you’re keen to learn!
We think you need these skills to ace Apprentice CSOT Support Analyst - CSOT - 107557AP - Apprentice Grade 4 in Birmingham
Some tips for your application 🫡
Show off your communication skills!:In customer support, being able to communicate clearly and effectively is key. When writing your application, make sure to highlight any relevant experience where you've had to support or assist others, whether that's in a job, volunteering, or even in school projects. We want to see how you express yourself and ensure that your enthusiasm comes through!
Tailor your CV to the support role:Your CV should reflect skills that are essential for customer support, like patience, problem-solving, and empathy. Highlight any instances where you've handled difficult situations or resolved conflicts, even if they're not from a formal job. This is your chance to prove that you have the right mindset for an apprenticeship with us at University of Birmingham.
Include relevant coursework or certifications:If you've taken any courses related to customer service or communications, shout about them! This could be anything from online courses to workshops. Certifications show us you're serious about getting into the field and help us see your commitment to learning more in your apprenticeship.
Express your willingness to learn:Since this is an apprenticeship, showing that you’re eager to learn and grow is really important. In your cover letter, share specific reasons why you want to join University of Birmingham and how you're looking forward to gaining hands-on experience in customer support. We love candidates who are enthusiastic and ready to dive into the learning process!
How to prepare for a job interview at University of Birmingham
✨Mastering Communication Skills
As a customer support apprentice, showcasing your verbal and written communication skills is essential. Think about past experiences where you've had to resolve issues or clarify misunderstandings – be ready to discuss these during your interview. Remember, it's all about demonstrating your ability to empathise with customers and provide effective solutions.
✨Brush Up on Product Knowledge
Get familiar with the products or services offered by University of Birmingham. Being knowledgeable about what they sell not only shows your interest but also helps you answer possible technical questions about how you’d assist customers. Prepare to discuss how you would approach learning about new products and your strategy for staying updated.
✨Prepare for Scenario Questions
Expect interviewers to throw some real-life scenarios at you. Prepare for questions about how to handle difficult customers or complaints. They want to see how well you can think on your feet and apply your customer service skills in challenging situations. Try role-playing with a friend to feel more prepared!
✨Show Enthusiasm for Learning
Since you’re applying for an apprenticeship, the hiring team at University of Birmingham will be looking for your motivation to learn and grow. Be ready to express your eagerness to absorb knowledge from seasoned professionals and how you plan to contribute to the team's success. Show them that you're not just looking for a job, but a pathway to build your skills!
