Introduction

Join our Helpdesk team as a Administration Apprentice and gain hands-on experience in a busy, collaborative environment. You'll answer calls, manage emails, schedule engineers, set up jobs, order parts, and learn to use CRM and business systems while developing valuable teamwork, communication and administration skills.

About the Employer

Advanced Control Solutions Ltd (ACS) has been delivering specialist Building Management System (BMS) controls and commercial heating services since 1991. Based in Pirbright, Surrey, ACS supports a diverse range of clients across London and the South East, including NHS Trusts, local authorities, facilities management companies, and property developers.

As an approved Trend Partner, ACS has built a strong reputation for providing high-quality engineering services, exceptional customer support, and long-term client relationships. Our success is driven by our people, and we are committed to investing in employee development through ongoing training, mentoring, and career progression opportunities.

At ACS, our culture is built around five core values:

- Support – helping colleagues and customers succeed.

- One Team – working collaboratively to achieve shared goals.

- Positivity – approaching challenges with a can-do attitude.

- Honesty – acting with integrity and professionalism.

- Accountability – taking ownership of our responsibilities and actions.

As a Administration Apprentice, you will become part of a friendly and supportive Helpdesk team, gaining valuable experience in customer service, scheduling, administration, and business systems. You'll work alongside experienced colleagues, learn industry-leading software, and have opportunities to develop your skills across different areas of the business whilst working towards a recognised qualification.

What You'll Do

As an Administration Apprentice, you will join our Helpdesk Team and play an important role in supporting the day-to-day coordination of engineer activities and customer requests. This is an excellent opportunity to gain practical business experience while working towards a recognised apprenticeship qualification.

Main Duties and Responsibilities:

Answer incoming telephone calls from customers and engineers in a professional and friendly manner.
Manage and monitor the helpdesk email inbox, responding to queries where appropriate and forwarding emails to the relevant departments.Create, update and maintain job records within the company CRM and business management systems.
Raise new jobs and ensure all relevant information is accurately recorded.
Order, track and book in parts required for engineer visits and customer jobs.
Approve purchase orders in line with company procedures and authority levels.
Provide regular updates to customers regarding job status and progress.
Maintain accurate records and documentation in line with company procedures.
Work closely with colleagues across different departments to ensure effective service delivery. Including scheduling and coordinating engineer appointments and workloads.
Develop knowledge of company products, services and internal processes.
Learn to use a range of software tools, including CRM systems, Microsoft Office applications and helpdesk management systems.
Support the wider administration team with general office duties as required.
Deliver excellent customer service at all times.
Work collaboratively as part of a team, building strong communication and organisational skills.
Complete all apprenticeship training requirements and apply learning within the workplace

What We're Looking For:

A positive attitude and willingness to learn.
Good communication and interpersonal skills.
Strong attention to detail.
Basic IT skills and an interest in learning new software systems.
Ability to work effectively as part of a team.
Good organisational and time management skills.
A commitment to providing excellent customer service.
A proactive approach to problem-solving and learning new tasks.

Training Outcome

Upon successful completion of the Level 3 Business Administration Apprenticeship, there may be an opportunity to progress into a permanent full-time position within the Helpdesk team. The skills and experience gained could lead to further career development in areas such as Helpdesk Coordination, Service Administration, Customer Service, Scheduling, Operations Support, or Team Leadership.

The role provides a strong foundation for a long-term career within the business, with opportunities to take on increased responsibility, develop specialist knowledge, and continue professional training and development.

Skills Required

Communication skills
IT skills
Attention to detail
Organisation skills
Customer care skills
Problem solving skills
Presentation skills
Administrative skills
Logical
Team working
Initiative
Non judgemental
Patience

Qualifications

Desired - GCSE - English - 4-9
Desired - GCSE - Maths - 4-9

Course Information

Course: Business administrator (level 3)

Level: 3

Route: Business and administration

Apprenticeship Level: Advanced

Working Arrangements

Working Week: Monday to Friday, 08.30 am to 17.00 pm.

Expected Duration: 1 Year 6 Months

Training Provider: WEIR TRAINING LIMITED

This employer is part of the Disability Confident scheme, committed to employing disabled people.

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