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IT Customer Service Apprentice

Job Req ID:  269025
Posting Start Date:  22-Jul-2022

Solihull, West Midlands, GB, B91 3LT

Contract Type:  Full Time
Job Advertisement: 

Job Title: IT Customer Service Apprentice

Location: Serco ITS, 31 Homer Road, Solihull B91 3LT

Working Week: 37 hours per week, Monday – Friday, shifts between 08:00 – 18:00

Salary: Up to £12,500 per annum plus benefits & 25 days annual leave

Apprenticeship Qualification: L3 IT Solutions Technician

Expected Apprenticeship Duration: 18 months minimum


Serco is one of the world’s largest providers of public services to governments, with over 400 sites in the UK alone. Serco operates in five main sectors; Defence, Justice and Immigration, Transport, Health, and Citizen Services. At Serco, apprenticeships play an important role in developing the critical and specialised skills needed to deliver the excellent public services that the UK relies on. In 2020, approximately 400 apprenticeships were running in the organisation at any one time.

Serco has a strong commitment to apprentices and training and as a successful Serco apprentice you will be provided with unparalleled support throughout the duration of your programme. You will develop the skills you need for the job by working alongside your colleagues and getting hands on experience. With having an amazing track record with taking on huge numbers of apprentices' they really know what they are doing!!

As an IT Customer Service Apprentice, you’ll be resolving queries and providing support to the wider business through chat, email and telephone.

As part of the apprenticeship scheme, you will be enrolled onto our Level 3 apprenticeship programme, which will be delivered on site at Serco. There are a range of development pathways within the organisation and the opportunity to gain full training support and encouragement from the Serco team.

In this role, you’ll work towards your Level 3 Information Communications Technician qualification, delivered by our expert training team at Baltic Apprenticeships.

A Typical Day in the Job:

  • Providing 1st line helpdesk support to customers
  • Log and respond to tickets on the helpdesk
  • Work towards delivering a high-quality IT support service in line with target SLAs
  • Understands the relationship between work processes and the business
  • Answer all contacts within contractual SLAs and meet all other SLA and KPI targets

Full training and support will be provided by your workplace mentor and from the team at Baltic Apprenticeships.

Desired Qualities, Skills and Knowledge

  • Keen interest in IT
  • Good communication skills
  • Eagar to learn
  • Organisation skills
  • Customer Service skills
  • Can use your own initiative  
  • Grade C/4 or equivalent in Maths and English Language or English Literature is required for this role


Application timeline:


Expected Interview/Assessment Date: 23 September 2022

Expected Start Date: October 2022


Why Serco?


Meaningful and vital work:  You’ll provide efficient IT support to the wider business ensuring they can continuously provide vital public services with the support of our systems and technology.


A world of opportunity: Our Apprenticeship Programmes encourage internal advancement and active support is given to all employees’ Continuous Professional Development.


Great people: You’ll find yourself working with a variety of highly motivated, supportive, and experienced colleagues, where no two days are the same.  






All Serco employees must ensure that their current line manager is aware of their application.  For confidential enquiries please contact MyHR. Serco are Disability Confident Leader employers and are committed to employing and retaining people with disabilities.  Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.


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About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 

Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Silver Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. 

At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.

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