Customer Support Specialist (Apprenticeship)

Customer Support Specialist - Apprenticeship

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 - https://www.wonde.com/ 

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:

Throughout your apprenticeship, you will learn how to:

• 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 

In addition to the above, you’ll have access to our ‘take your pick’ benefits scheme, which is tailored specifically to you and includes: 

• Enhanced pension payments
• Retail vouchers 
• Private medical insurance
• Dental plan 
• Enhanced health cash plan 

If you're selected, we'll guide you through the following checks as part of our offer process:

1. DBS Check: Verification of criminal records.
2. Right to Work: Confirmation of legal work eligibility.
3. References: Automated verification based on HMRC records. (If applicable)

We're excited about finding the right person for this position! With the dynamic market conditions, we're not setting a fixed application deadline. We encourage you to apply as soon as possible, as we'll be filling the role once we find the perfect match.

At Wonde, we celebrate diversity and are committed to being an equal-opportunity employer. We welcome candidates from all walks of life. If you need any accommodations during the application process, please don't hesitate to call or email us.

www.wonde.com