Job Description:

Apprentice Customer Care Specialist
Birmingham
Marketing
Full time
Permanent

We are seeking enthusiastic Apprentice Customer Care Support Specialists to join our dynamic team. This is a fantastic opportunity for someone looking to gain hands-on experience in customer care while being supported to work towards a recognised qualification in Customer Care.

About Us:
Based in Edgbaston, Birmingham, we offer solutions to manage spend effectively and improve performance, working with both public (NHS) and private healthcare providers to optimise the use of products and services to identify cost-saving opportunities. As part of the HCA Healthcare Group, in March 2025, we were named in Ethisphere’s World’s Most Ethical Companies for the 15th time.
 
Key Responsibilities:

• Support Senior Customer Care Specialists: Assist senior team members in managing customer interactions and resolving issues.
• Customer Onboarding: Help in the onboarding process for new customers, ensuring a smooth and welcoming experience.
• Internal Networking - interacting and collaborating with other departments areas in the business
• Information Gathering: Collect and document relevant information for sales enquiries to support the sales team.
• Customer Support: Respond to customer enquiries via phone, email, and web forms under the guidance of senior team members.
• Proactive Outbound Calling: Engage with customers through inbound and outbound calls to help address their needs and concerns.
• Salesforce Case Management: Learn to use Salesforce for effective case management, tracking, and resolving customer issues.
• Root Cause Analysis: Assist in conducting root cause analysis to identify and address issues affecting customer satisfaction.
• Customer Engagement: Support senior specialists in building strong relationships with customers.
• Contract Migration: Help senior team members in the migration of existing customers onto new contracts.
• Maintaining CRM Records: Accurately input and update information in the Salesforce CRM system.
• Training: Attend internal training sessions to stay current with new solutions.

Apprenticeship Eligibility:

Applicants must meet the following criteria:

• Be at least 16 years old.
• Be a permanent resident of England and have the right to live and work in the UK.
• Not be taking part in part or full-time education.
• Must not hold a prior qualification in the same field of study at the same level or higher.

Apprenticeship Qualification: Customer Service Specialist Level 3

• Typically, this learning programme will take 12-15 months.
• This apprenticeship learning programme has been designed to help professionals form in-depth knowledge of the industry and business environment in which they work and will include topics such as:
  • Your business
  • Business knowledge and understanding
  • Customer journey knowledge
  • Business-focused service delivery
  • Working with your customers
  • Customer insights
  • Knowing your customers, their needs and insights
  • Providing a positive customer experience
  • Service improvement

What You'll Need:

• Communication Skills: Good verbal and written communication skills.
• Team Player: Ability to work collaboratively with team members and other departments.
• Adaptability: Willingness to learn and adapt to new tasks and responsibilities.
• Computer Literacy: Ability to learn new systems.
• Prioritisation: Ability to prioritise work using the CRM case management system efficiently.
• Independence: Capable of working independently where necessary but in a collaborative team environment where appropriate.
• Dynamic Environment: Ability to handle multiple tasks and frequent interruptions and manage workload effectively.
• Proficiency in Microsoft Office: Familiarity with Outlook, Word, PowerPoint, Excel, and Office 365.

Benefits:

• Training and Development: Access to training programmes and resources to support your qualification and career growth.
• Mentorship: Work under the guidance of experienced customer care professionals.
• Career Progression: Potential opportunities for career advancement within the company upon completion of the qualification.

At HealthTrust Europe we offer core employee benefits such as:

• Pension
• 25 days annual leave + Bank Holidays
• Hybrid working (up to 2 days per week working from home)
• HTE Me Time - block up to two hours per month in your dairy as HTE Me Time to undertake activities that support your wellbeing
• Volunteering Leave

Employees can access the following voluntary benefits and more, which are available at set times during the year

• Dental Insurance
• Private healthcare
• Electric vehicle scheme
• Gymflex
• Private GP consultations
• Purchase up to 10 days additional annual leave
• Travel season ticket loan

 
*hours of work will be 9am-5pm to cover core hours of the business


REF-231 023