Digital Support Apprentice

Lanes Group is a nationwide leader in utility services, powered by a team of over 4,500 dedicated professionals. Our diverse subsidiaries enable us to deliver exceptional solutions across multiple sectors, driving a turnover of more than £500 million. Committed to excellence and innovation, we provide industry-leading services to our clients and stakeholders. Join us and become part of a dynamic, growing organisation that values diversity and champions professional development.   

Purpose of the role:

As a Digital Support Apprentice, you will play a vital role in shaping the day-to-day digital experience of Lanes employees. The role focuses on providing responsive, user-friendly support and ensuring colleagues can confidently access and use digital systems, tools and services to carry out their work effectively. You will support employees across a range of sites and locations, helping ensure a consistent and reliable digital experience across the business. 

Working closely with teams across the business, you will support the delivery of a positive and consistent customer experience by resolving issues quickly, communicating clearly, and making digital processes simple and easy to access. Alongside developing technical skills, the apprentice builds strong customer service capability, acting as a first point of contact for digital support and helping to improve how employees interact with technology across the organisation. 

Apprenticeship Information

• Level 3 Digital Support Technician Apprenticeship


• Duration: Approximately 18 Months + EPA


• Hours: 37.5 per week


• Annual Salary: £20,670 (The advertised salary applies to the first year of the apprenticeship and will increase in the second year, subject to satisfactory progress, attendance, and commitment to the programme)


• Qualification delivered through an approved training provider


• Dedicated study time provided as part of your working week


• Ongoing support from your manager, mentor, and training provider

Key responsibilities:

• Be the go-to person for digital support questions, helping Lanes employees in a friendly and approachable way across a range of sites and locations 

• Help colleagues feel confident using systems, apps and digital tools by explaining things clearly and simply 

• Change how you communicate depending on who you’re helping, making sure everyone has a positive experience


• Take ownership of questions or problems, making sure they’re sorted quickly or passed on if needed, and keeping people updated 


• Assist new starters by providing guidance throughout the setup process for their new hardware. 


• Feed local insights and user feedback into the wider IT team to help improve services nationally 


• Help troubleshoot everyday tech issues so people can get back to work quickly 


• Guide colleagues through tasks like logging into systems or completing digital processes 


• Keep track of support requests and follow them through to completion 


• Update and maintain digital systems and records so information is accurate and easy to access 


• Handle employee information responsibly and follow data protection rules 


• Support teams in using digital tools in the right way and getting the most out of them 


• Ask for feedback on systems and tools to understand what works well and what could be better 


• Suggest and support improvements to make processes simpler and more user-friendly 


• Get involved in projects that improve how employees use technology across the business 


• Work closely with IT and other teams to deliver a smooth and consistent service 


• Share ideas and tips with colleagues to improve how the team works 


• Support wider projects that help improve digital skills and employee experience 


• Build your technical and customer service skills through your apprenticeship 


• Put what you learn into practice to improve how you support colleagues 


• Stay curious and keep up to date with new tools, systems and ways of working 


• Complete all required training, assignments and off-the-job learning 


• Take part in regular check-ins with your manager and training provider 


• Follow company policies, processes and security guidelines at all times 

Qualifications & Training:

• Maths and English at Grade 4 or above (or equivalent of Grade C-A*) or Functional Skills Level 2
  

Living the Company Values: Our Values | Company Values | Lanes Group | Lanes Group

By embedding our companies core values and purpose into each role, ensures that every employee, regardless of their role or level, understands how their individual development and contributions align with our purpose of ‘improving today for a better tomorrow’.

Each role and value has an alignment to set proficiency levels and expectations, this role holder is expected to:

• Leading:  Acts as a role model, shaping the learning agenda and influencing change.


• Agile:  Anticipates learning needs, adjusts quickly to changing operational contexts.

• Nurturing: Supports the development of others through coaching and structured development plans.


• Engaging: Inspires and motivates learners, builds trust and credibility


• Safe & Secure: Ensures all learning is aligned to safety and compliance standards.

Your Contribution to the company:

• Strive to be always positive and constructive


• Adhere to all company policies


• Straight talking about the facts of the situation – open discussions are the best way to find solutions


• Help others through communicating clearly


• Deliver on commitments


• Ensure that any ideas that may enhance the productivity or systems of the company are brought to the attention of Senior Management, or your colleagues


• Deliver our Company Values understanding that by working together in unity we are ‘Stronger Together’

Equity, Diversity & Inclusion:

At Lanes Group, we are dedicated to fostering a diverse and inclusive workplace where everyone feels valued and empowered. We believe that our differences make us stronger and are committed to providing equal opportunities for all employees. We welcome and encourage applications from individuals of all backgrounds, including those from underrepresented groups. Join us in our commitment to creating a more inclusive and diverse world.