Customer Support Officer - Apprentice

Job Title: Customer Support Officer –

Apprentice

Department: iCQ Awards

Location: Bristol with hybrid working available

Pay Scale: £22,000 per annum

Contract: Permanent

Hours: Full Time - 37.5 hours per week

The Workforce Development Trust

The Workforce Development Trust is a not-for-profit organisation that provides services that support employers to develop skilled, sustainable, and efficient workforces in the UK and abroad. We operate via our collective of five brands; Skills for Health, Skills for Justice, SFJ Awards, People 1st International and ICQ Awards, which deliver specialist, targeted skills interventions to support a variety of frontline public services.

iCQ Awards

iCQ Awards are a regulated awarding organisation, delivering over 200 regulated qualifications, an end-point assessment (EPA) organisation for over 40 apprenticeship standards and providing integrated assessment and funding software solutions. We work across over 20 business sectors, delivering skills development to a growing number of organisations, including some large household names.

Job summary

This apprenticeship opportunity is ideal for someone looking to develop their skills in customer service and business operations, this is a busy varied role.

What you will do

• You will be the first point of contact for all iCQ Awards central enquiries.
• You will be supporting potential new customers and responding to enquiries from existing customers, learners, iCQ staff and consultants, including providing support on the operation of our integrated iLearner system.
• You will be interacting with a wide variety of stakeholders to provide support and assistance.
• You are expected to work as part of a team but will also be able to work independently (with appropriate support for new activity) and with initiative.

What are we looking for

• A willingness to learn and ask questions.
• Good organisation and attention to detail.
• An interest in working in an office.
• Strong interpersonal skills to build rapport and relationships with customers and colleagues.
• Strong written and oral communication skills, with attention to detail and accuracy.
• Ability to manage varied workload and prioritise - to achieve customer service standards.

Key Responsibilities

• Build and maintain effective relationships with existing and potential customers, acting as the first point of contact and proactively dealing with enquiries.
• Support customers, colleagues and associates in the use of iCQ’s iLearner system.
• Assisting the Head of Partnerships and Growth in customer engagement activities such as initial engagement and onboarding new customers.
• Assisting in the production, management and dispatch of iCQ certificates – meeting regulatory requirements and service level agreements.
• Provide general support to the iCQ Awards Managing Director, Business Operations Co-Ordinator. Amongst other tasks, this could include meeting arrangements, updating materials, conducting research and producing reports as required.

Please download full JD here and our job pack here.

This job requires some days in the office. Please consider if you are willing to relocate before applying.

Please include your CV, you can use examples from education, volunteering, caring responsibilities, achievements, hobbies or paid work.

Your CV should help us understand your interests, relevant skills and potential please note you do not need previous paid customer support experience.

Only apply if you currently have a valid right to work in the UK.

Please note, we reserve the right to alter the closing date before the one stated.

Only shortlisted candidates will be contacted

Benefits:

• Generous annual leave entitlement up to a maximum of 28 days, plus public holidays and a potential Christmas closure
• Flexible working - 50% working from home with a dress for your day approach
• Staggered start and finish time
• Employee referral recruitment scheme
• We provide enhanced leave, bereavement, carers, maternity, paternity and sickness leave.
• Health and wellbeing benefits, access to our mental health first aiders, a confidential employee assistance programme, free eye tests and payment for an annual flu jab
• Enhanced pension scheme, with a contribution matching up to a combined 12%, and the option to join the Salary Exchange Pension Scheme along with death in service coverage at three times annual salary.
• Flexible employee benefits, portal including a cycle to work scheme
• Buy annual leave scheme
• Organisational development days and departmental training budgets
• Payroll giving, this is a tax-free way to donate to any charity, good cause or place of worship

The Workforce Development Trust is an equal opportunity employer and welcomes everyone.

We strongly encourage people of all gender, religion, ethnic backgrounds, sexual orientation, and individuals with disabilities to apply.

If you need any reasonable adjustments at any point, please let us know. In your application, please feel free to advise on your preferred pronouns, for example she/her, he/him, they/them etc.

The Workforce Development Trust appreciate any applications that include cover letters explaining why they would be suitable for this role.

Closing date: 11th December 2026