At a Glance
- Tasks: Support schools with tech queries and ensure smooth software integration.
- Company: Join Wonde, a fast-growing ed tech company transforming education through technology.
- Benefits: Enjoy a 4-day work week, flexible hours, and a range of wellness perks.
- Other info: Gain valuable skills and a Level 3 qualification while working in a supportive team.
- Why this job: Kickstart your career in customer service while making a real impact in education.
- Qualifications: No prior tech experience needed; just a passion for helping others and learning.
The predicted salary is between 16640 - 26500 £ per year.
Reports to: Head of Customer Support Services
Location: Hybrid - 2 days on-site (Newmarket), 2 days WFH
Hours: 8:30 am - 5 pm with 30 minutes for lunch - 32 hours across a 4-day week (no salary sacrifice)
Salary: £16,640 - £26,500, determined by age, relevant experience, and previous apprenticeship training
Product: Wonde
Who we are and what is important to us: Beyond unifies three technology-driven brands, Wonde, Evouchers and Secure Schools. Each brand shares a vision to reduce the friction of adapting technology, to help customers navigate an often overwhelming area and provide powerful solutions that make their everyday life easier. The three brands run independently with the autonomy to continue to prosper, although as part of the Beyond team, you'll join a wider, supportive environment where you'll be able to pull on the expertise and capabilities of the group. We do not limit ourselves to standing still. We look ahead and strive to disrupt the sector we operate in. We believe technology should not be complicated or overwhelming. It should do what it says - quickly, safely and efficiently.
Who Wonde is: Wonde is an innovative and fast growing ed tech scale up that is on a mission to deliver cutting edge technologies to improve ways of working for the education sector. Our goal is to ensure the focus is always on the learning outcomes for the students. We do this by transforming how school data is maintained, managed and accessed by third party applications (apps) via our simple API platform. We are trusted by over 30,000 schools globally in the security and reliability of their technology and data. We're committed to changing the lives of students, teachers and parents and want the help of talented individuals who will support our journey in driving better outcomes for the education sector.
About the Apprenticeship: This is an apprenticeship opportunity designed for individuals who are looking to build their career within Customer Service & Technical Support while gaining structured learning and development alongside hands on experience. As part of this role, you will undertake the Level 3 Customer Service Specialist Apprenticeship, a nationally recognised programme designed to provide end to end customer service development for specialist roles.
Duration: The apprenticeship lasts 17 months, consisting of: 13 months of practical training, delivered alongside your day to day responsibilities. 4 months dedicated to End Point Assessment (EPA) preparation and completion.
Eligibility: This apprenticeship is open to candidates who meet UK apprenticeship eligibility criteria. Throughout the programme, you will receive structured training, dedicated mentoring and protected off the job learning time. Your learning will directly support your development in Customer Service, stakeholder management, communication and service excellence - all within a live, evolving environment. You will apply your learning in real time, building the knowledge, skills and behaviours required to succeed as an Associate Technical Support Specialist while contributing meaningfully to the team from day one.
Job snapshot: As a Customer Support Specialist (Apprentice), you will be the go to person for customer & technical engagement with schools. You will ensure the Wonde software is installed correctly and assist stakeholders with integration support and requirements. You need not worry about previous technical experience - we're looking for a people person with the desire to learn, grow and support others. You'll work closely with and be supported by the wider Customer Support Services Team to learn how best to navigate your role and develop your expertise over time.
What you'll be doing:
- Act as the first point of contact for integration queries, working towards first contact resolution while developing your understanding of best practice support principles.
- Use our ticketing platform, Zendesk, to accurately log, manage and respond to support requests in line with service standards.
- Collaborate and partner with schools to arrange appointments, complete integrations, and troubleshoot issues, building confidence in stakeholder communication.
- Develop and nurture relationships to ensure stakeholders feel fully supported and are maximising their partnership with Wonde.
- Support stakeholders via phone, video calls and email, learning how to adapt your communication style to different audiences.
- Assist the division and wider Customer Support Services team with a range of administrative duties, gaining exposure to operational processes.
- Work closely with the wider Customer Support Services team to support and expand the scope of existing opportunities.
- Collaborate with colleagues to ensure queries are resolved accurately, professionally and within agreed timeframes.
As part of your apprenticeship programme, you will also:
- Participate in structured training sessions and protected off the job learning.
- Apply your apprenticeship learning to real customer scenarios.
- Work towards agreed performance objectives with the support of your manager and mentor.
- Take part in regular progress reviews and development discussions.
- Build the knowledge, skills and behaviours required to successfully complete your Level 3 Customer Service Specialist Apprenticeship.
On successful completion, you will achieve a Level 3 Customer Service Specialist qualification.
Career progression: Upon successful completion of the apprenticeship, there may be opportunities to progress into a permanent Associate Technical Support Specialist role within the Customer Support Services team, depending on performance and business needs.
What we're hoping you'll bring:
- Commitment to completing the apprenticeship, including all learning modules and the End Point Assessment.
- An interest in Customer Service & technology with a desire to build a career in customer support within a tech business.
- Some experience in a customer facing or customer focused environment (this could include part time work, volunteering or education based projects).
- The ability and willingness to work in a proactive environment with key performance indicators.
- A strong 'can do' mentality and a positive approach to problem solving.
- Excellent communication skills, both written and verbal, with good attention to detail.
- A genuine desire to learn, develop new skills and take on new challenges.
- Self motivation with a growing confidence and enthusiasm to take initiative and get things done.
- A collaborative mindset and a positive attitude towards individual and team success.
Our Recruitment Process: We aim to keep our process straightforward, supportive, and transparent so you know what to expect at each stage:
- Application Review: Our Talent Team will carefully review your application.
- Initial Telephone Interview: A short, informal call with a member of our Talent Team to get to know you better, discuss your interest in the role, and answer any early questions.
- Final Interview (Virtual): A more in-depth conversation with our Talent Team and Hiring Manager. This is an opportunity for us to learn more about your skills and potential, and for you to find out more about the role and team.
- On site Informal Meet & Greet: A relaxed visit to meet the team in person over a coffee and get a feel for the working environment.
What you'll get: Wonde is much more than just a place to work. It is a place to grow, innovate, excel and learn. We have tech people, creative people and people people, all focused on providing superior customer experience. We value, support and champion those we work with - promoting personal growth and happiness. We get that our success is dependent on the collective energy, intelligence and contributions of all our team members and we are committed to ensuring our work environment is the best it can be. We value your commitment and have worked hard to create adaptable and comprehensive benefits packages to suit individual needs, although you can expect the below as standard:
- 4 day working week
- Flexible working schedule/work from home opportunities
- On site gym facilities at HQ
- Buying and selling holiday scheme
- Additional holiday for length of service
- Employee assisted programme
- Group life assurance (Death in service)
- Will writing assistance scheme
- Company pool cars at HQ
- Payroll giving scheme enabling you to support charities of your choice through tax efficient salary donations
- Health cash plan, covering everyday health treatments
- On site trained mental health and well being champions
- Monthly lunch club (on us)
- Discounted retail vouchers via employee savings platform
- Comprehensive wellness programmes
- Enhanced maternity, paternity and adoption benefits
- Electric car scheme & on site EV charging
- Cycle to Work Scheme
- Eye examination scheme
- Financial contribution to the setup of work from home environments
- Frequent company funded social events
- Office closure between Christmas & New Year
- Access to continuous learning and development opportunities
- Comprehensive employee referral scheme
- Casual Dress Code
- Free healthy snacks & barista coffee
Customer Support Specialist (Apprenticeship) employer: Wonde Limited
Wonde is an exceptional employer that prioritises employee growth and well-being, offering a supportive hybrid work environment in Newmarket. With a commitment to innovation in the education sector, employees benefit from a four-day work week, flexible schedules, and comprehensive training through a nationally recognised apprenticeship programme. The company fosters a collaborative culture, ensuring that every team member feels valued and empowered to contribute to meaningful outcomes for schools globally.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Specialist (Apprenticeship)
✨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 Wonde Limited.
✨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 Wonde Limited. It’s all about getting your name out there and showing you’re keen to learn!
We think you need these skills to ace Customer Support Specialist (Apprenticeship)
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 Wonde Limited.
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 Wonde Limited 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 Wonde Limited
✨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 Wonde Limited. 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 Wonde Limited 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!
