Job Summary
  • Salary
    £173 (per week)
  • Location
    Chelmsford, Chelmsford
  • Sector
    Business Admin Level 3
  • Duration
    12 Months
  • 2 Positions Available
  • Closing Date
    2nd October 2017
  • Employer Name
    Informa UK Ltd
  • Distance from academy
    • 24.3 Miles
    • 32 Minutes
  • Address
    Colchester CO3 3LP, United Kingdom

Job Description

Are you interested in working for a large organisation who are a member of the FTSE 100? The role of Customer Operations Apprentice is intended to provide and maintain a high quality service to both internal and external Publishing and/or Events customers, provide an effective and efficient service to customers and to enhance our customer service.
The Customer Operations Specialist is expected to assume the following key responsibilities plus any other reasonable duties as required:

  • Utilise SAP/Genesys/Relevant System to resolve customer requests.
  • Inbound/Outbound calls.
  • Handle all correspondence concerned with orders and action any edits or amendments as requested.
  • Accurately recording of all relevant information provided by internal and external customers ensuring that the required quality standards are maintained.
  • Process customer orders quickly and accurately, ensuring appropriate margins are achieved.
  • Responsibility for customer’s online access either directly (BI Tech Support) or indirectly by channelling queries to the appropriate department (SSC Specific).
  • Ensuring that customer claims are handled efficiently through relevant systems.
  • Responsible for escalating queries or complaints to your Team Leader or Manager where appropriate.
  • Building strong working relationships with business teams, customers and your team.
  • Respond to customer requests in a timely manner and high quality.
  • Channel feedback from customers through to correct departments.
  • Other Ad hoc duties.

People Management Responsibilities:

  • General duty of care to colleagues.
  • Work collaboratively across teams/businesses.
  • Act as a role model to others.
  • Provide help and a buddy system to other members of the team depending upon your level (SSC Specific).


Working Week

Monday – Friday 9:00am – 5:00pm


Requirements & Prospects


A minimum of 5 GCSE’s C and above Including Maths, English and ICT (or equivalents)

Desired Skills

• Good knowledge and understanding of all Customer Operations processes within your area.
• A good knowledge of SAP system preferable.
• Knowledge of best practice in customer service operations.

Personal Qualities

• Good communication skills with the ability to build good relationships with a wide range of stakeholders, internal departments and key contacts.
• Proficient skills in Excel, Word and Outlook are essential.
• Remain approachable under pressure.
• Knowledge and ability to use relevant internal systems.
• Act with integrity, tact and diplomacy.
• Work as part of a team.
• Ability to complete a variety of related tasks.
• Pro-actively solve problems.
• Excellent Customer Service skills.
• Good time management skills.
• Ability to be flexible within role.
• Excellent oral and written communication skills.
• Highly organised, diligent with attention to detail.

Future Prospects

Progression on to level 4 qualifications for the right candidate.

  • Apprenticeship Length
    12 Months
  • Training Provider
    Aspire Achieve Advance Ltd
  • Academy Location


The Apprentice will work towards a Level 3 Advanced Apprenticeship for Business and Administration Professionals. The qualifications consist of:
• Advanced Apprenticeship in Business and Administration
• Level 3 Diploma in Business and Administration
• Level 2 Functional Skills English, Maths & ICT (if applicable)

Qualification Gained

Advanced Apprenticeship (Level 3)