Job Summary
  • Salary
    £173 (per week)
  • Location
    Chelmsford, Chelmsford
  • Sector
    Business Admin Level 3
  • Duration
    12 Months
  • 2 Positions Available
  • Closing Date
    4th August 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 r
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)