Service Support Administrator Apprentice

Summary

The Apprentice will provide comprehensive administrative and operational support across customer services, bookings, scheduling, recruitment, and compliance functions. The role supports the efficient planning and delivery of services and ensuring a high standard of customer experience.

Wage

£16,087.50 a year

Training course

Business administrator (level 3)

Hours

Monday - Friday (Hours to be confirmed at interview).

37 hours 30 minutes a week

Start date

Monday 31 August 2026

Duration

1 year 6 months

Positions available

2

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

Customer Service & Communication:

• Handle incoming telephone calls professionally, dealing with enquiries and providing accurate information
• Process service bookings efficiently and accurately
• Respond to email enquiries promptly across all service areas
• Deliver excellent customer service and maintain a positive customer experience
• Act as a key point of contact for customers and internal teams

Service Delivery and Scheduling Support:

• Schedule clinicians and resources for clinics and service delivery
• Maintain and update scheduling records
• Coordinate availability and ensure effective utilisation of resources
• Support the planning and coordination of clinics and service delivery
• Assist with day-to-day operational administration tasks
• Ensure service records and booking details are accurate and up to date

Recruitment & Compliance Support:

• Assist with recruitment of clinicians, including onboarding activities
• Support compliance processes such as document checks and record maintenance
• Ensure all compliance documents are complete and up to date

Administration Duties:

• Process returned forms and documentation in a timely manner
• Create and issue certificates and outcome reports
• Maintain organised filing systems and accurate electronic records

Data Protection & Confidentiality:

• Handle sensitive personal and medical data in line with GDPR requirements
• Ensure all data is stored, processed, and shared securely
• Maintain strict confidentiality at all times

Where you'll work

Telford Technology House
Hadley Park East
Hadley Park
Telford
TF1 6QJ

Training

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

Training provider

TELFORD COLLEGE

Training course

Business administrator (level 3)

What you'll learn

Course contents

• Skilled in the use of multiple IT packages and systems relevant to the organisation in order to: write letters or emails, create proposals, perform financial processes, record and analyse data. Examples include MS Office or equivalent packages. Able to choose the most appropriate IT solution to suit the business problem. Able to update and review databases, record information and produce data analysis where required.
• Produces accurate records and documents including: emails, letters, files, payments, reports and proposals. Makes recommendations for improvements and present solutions to management. Drafts correspondence, writes reports and able to review others' work. Maintains records and files, handles confidential information in compliance with the organisation's procedures. Coaches others in the processes required to complete these tasks.
• Exercises proactivity and good judgement. Makes effective decisions based on sound reasoning and is able to deal with challenges in a mature way. Seeks advice of more experienced team members when appropriate.
• Builds and maintains positive relationships within their own team and across the organisation. Demonstrates ability to influence and challenge appropriately. Becomes a role model to peers and team members, developing coaching skills as they gain area knowledge.
• Demonstrates good communication skills, whether face-to-face, on the telephone, in writing or on digital platforms. Uses the most appropriate channels to communicate effectively. Demonstrates agility and confidence in communications, carrying authority appropriately. Understands and applies social media solutions appropriately. Answers questions from inside and outside of the organisation, representing the organisation or department.
• Completes tasks to a high standard. Demonstrates the necessary level of expertise required to complete tasks and applies themself to continuously improve their work. Is able to review processes autonomously and make suggestions for improvements. Shares administrative best-practice across the organisation e.g. coaches others to perform tasks correctly. Applies problem-solving skills to resolve challenging or complex complaints and is a key point of contact for addressing issues.
• Takes responsibility for initiating and completing tasks, manages priorities and time in order to successfully meet deadlines. Positively manages the expectations of colleagues at all levels and sets a positive example for others in the workplace. Makes suggestions for improvements to working practice, showing understanding of implications beyond the immediate environment (e.g. impact on clients, suppliers, other parts of the organisation). Manages resources e.g. equipment or facilities. Organises meetings and events, takes minutes during meetings and creates action logs as appropriate. Takes responsibility for logistics e.g. travel and accommodation.
• Uses relevant project management principles and tools to scope, plan, monitor and report. Plans required resources to successfully deliver projects. Undertakes and leads projects as and when required.

Training schedule

• 1 day every other week at college (Term-time)
• Work place mentor
• College assessor

Requirements

Essential qualifications

GCSE in:

• English (grade C / 4)
• Maths (grade C / 4)

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
• Administrative skills
• Analytical skills