Customer Support Specialist Apprentice

Mandata provides integrated transport management software solutions to road transport businesses operating throughout the UK and Ireland.

Haulage operators of all sizes use our suite of products to manage their operations from orders to invoice. Our team is not only passionate about our solutions, but they are also incredibly knowledgeable and supportive.

We have focused on the road haulage, transportation and logistics sector for over 50 years and our aim is to help hauliers stay ahead in an ever-changing, competitive market. Our software never stands still, neither should our customers and neither should our team.

About the role:

Our Customer Support Analyst Apprentice acts as a customer’s 1st point of contact, providing technical support to our clients for our bespoke transport management software, timely customer feedback, and supporting the roll-out of new software solutions across the Mandata Group. The ideal candidate will be experienced in delivering first-class support to customers and collaborating with the wider team to quickly resolve queries.

What your duties & responsibilities will look like:

• Providing first contact technical and email support of our bespoke TMS software.
• Follow agreed triage, incident, and service request procedures in accordance with service levels and prescribed standards.
• Utilise Salesforce Service Cloud ticketing system while fulfilling service requirements.
• Provide timely customer feedback.
• Communicating with customers regularly with regards to their incident/problem/change request.
• Maintain a high-quality service to our customers.
• Managing multiple cases at one time, ensuring case notes are up to date.
• Diagnosing and resolving incidents using remote access tools and verbal instructions.
• Installing software.
• Providing timely and accurate customer feedback.
• Following up with clients to ensure the problem is resolved.
• Escalate more complex cases to First Line Technical Support, with full and detailed notes.

The type of individual we are looking for:

• Exceptional customer service skills.
• Excellent telephone manner.
• Excellent communication skills with the ability to convey ideas and offer solutions to the wider team.
• The ability to support non-technical customers and explain complex IT concepts in simple terms.
• Excellent organisational skills with the ability to manage priorities and work to deadlines.
• The ability to troubleshoot a variety of issues and resolve user issues.
• High degree of accuracy and attention to detail.
• Ability to provide concise documentation.
• Ability to work on own initiative and make balanced decisions. The ability to quickly learn new operating procedures and maintain established systems.
• Approachable with good interpersonal skills and the ability to interact with staff at all levels.
• A commitment towards delivering quality customer service to internal and external customers.
• A positive can-do attitude and flexibility in taking on a broad range of responsibilities and tasks at short notice.

Desired experience:

• Up-to-date knowledge of the latest IT and software trends.

Your personal attributes:

• Has the ability to quickly establish good working relationships with clients.
• Had a good level of patience.
• Is a problem solver.
• Has enthusiasm for continual learning.

Our Culture – The Mandata Way

The Mandata Way outlines our core values and behaviours. These values are the foundation of our culture, and we are all responsible for using them to shape our future. Our 4 values are One Team, Optimistic, Take Action and Customer Driven.

To demonstrate our values and behaviours you will:

• Always bring ‘The Best You’ to work.
• Work together as One Team to achieve our goals.
• Be Optimistic, embrace change and innovation with a positive outlook.
• Take Action to find solutions and strive for results.
• Have a Customer Driven mindset, our customers are at the centre of everything we do.

Company benefits:

• Company & personal bonus scheme.
• Employee share scheme.
• Birthday day off.
• Paid volunteer leave.
• Life assurance cover.
• Healthcare cash plan.
• Electric vehicle salary sacrifice scheme.
• 25 days holiday plus bank holidays (increases with length of service).
• Employee Assistance Program (EAP).
• Cycle to work scheme.

Here at Mandata we take pride in our teams, we are proud of our culture and understand the importance of getting the best people on board and encouraging successful careers with us. We understand how nerve-wracking it can be making the decision to find a new role, but if you feel this role could be the right one for you, get in touch, we’d love to hear from you!

How to apply

Before you apply, please be sure to read the job description thoroughly – and match your CV to the required skills. If you feel like you would be the right person for the role, you can apply directly by following this link to our apprenticeship provider:

Apply here