Apprentice Customer Success Representative

Forfront is an innovative software company based in Epsom, Surrey. Since 1998, we've been delivering sophisticated digital solutions to both public and private sector organisations. Our flagship product, e-shot™, is a trusted communications and engagement platform used by local councils, NHS trusts and central government departments.

Forfront is an innovative software company based in Epsom, Surrey. Since 1998, we've been delivering sophisticated digital solutions to both public and private sector organisations.

Our flagship product, e-shot™, is a trusted communications and engagement platform used by local councils, NHS trusts and central government departments. It helps teams inform and engage citizens, promote initiatives, share policy updates and more — all in a secure, accessible and impactful way.

We proactively help customers to improve their digital communications whilst making sure we are always available to help when needed.

• Acts as a routine contact point for customers, receiving and handling requests for support
• Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution
• Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate
• Maintains records, informs users about processes and advises relevant persons of actions taken
• Identifies opportunities to promote features and functions to customers
• Uses application management software and tools to collect agreed performance statistics
• Assists in devising permanent or temporary corrections and workarounds for issues
• Assists with account administration and back office tasks
• Collaborates with development and other resources to resolve issues

Many members of our team are ex-apprentices and this role has the potential to develop into a number of other technical or customer-facing roles and will include on the job training to support your apprenticeship and development of new skills.

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Administrative skills
• Team working
• Initiative

• English GCSE, grade 4 (Essential)
• Maths GCSE, grade 4 (Essential)