Customer Support Apprentice

Summary

Start your career with Sage in the UK and make an impact from day one. Our ethos is simple: to help businesses thrive so they can support their communities and drive economic progress. At Sage, you’ll find a high performing environment where your ideas matter, your growth is encouraged, and your work will add value from day one.

Wage

£14,560 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

Salaries start from £14,560, rising to £28,000 on completion of the programme.

Training course

Customer service practitioner (level 2)

Hours

Monday - Friday. Hours TBC.

35 hours a week

Start date

Monday 29 June 2026

Duration

1 year

Positions available

12

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

During the first 6 months of the learning process post training, you will be assigned a mentor. We’ll also support you further so you can learn from experienced professionals on-the-job and receive dedicated support to help you develop your knowledge and succeed. You’ll remain in your apprentice training group throughout this period, which will give you the opportunity to make friends and build on your experience together. We’re passionate about enabling colleagues to be themselves at work and develop a great career. We support and encourage you to forge relationships with professional contacts, colleagues and most importantly our millions of customers, ensuring that they remain at the heart of why we’re here.

Day to day, you’ll be involved in:

• Speaking to our customers to deliver a structured solution with confidence
• Demonstrate and deliver exceptional problem-solving and troubleshooting skills
• Ability to ask the right questions to gain an understanding of the customer's business
• Generate leads for our sales department by recommending alternative product/services that could save the customer money and time.
• Think on your feet and quickly research to find an answer to the customer query.

Where you'll work

C23 - 5 & 6 Cobalt Park Way Cobalt Park
Newcastle Upon Tyne
NE28 9EJ

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider

MIDDLESBROUGH COLLEGE

Training course

Customer service practitioner (level 2)

What you'll learn

• Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
• Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
• Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
• Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
• Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
• Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
• Demonstrate patience and calmness.
• Show you understand the customer’s point of view.
• Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
• Maintain informative communication during service recovery.

Training schedule

This training schedule has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

Requirements

Essential qualifications

GCSE in:

Maths and English (grade 4 or above)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Initiative
• Patience

Other requirements

All closing, interview and start dates are subject to change and may close early if sufficient applications are received. Please ensure you apply early to avoid disappointment.

Northern Skills will check candidates' eligibility prior to any interviews.