Customer Support Specialist; Apprenticeship

Customer Support Specialist - Apprenticeship

Reports to: Head of Customer Support Services

Location: Hybrid - 2 days on-site (Newmarket), 2 days WFH

Hours: 8:30 am - 5 pm with 30 minutes for lunch - 32 hours across a 4-day week (no salary sacrifice)

Salary: £16,640 – £26,500, determined by age, relevant experience, and previous apprenticeship training

Product: Wonde -

Beyond unifies three technology-driven brands, Wonde, Evouchers and Secure Schools. Each brand shares a vision to reduce the friction of adapting technology, to help customers navigate an often overwhelming area and provide powerful solutions that make their everyday life easier. The three brands run independently with the autonomy to continue to prosper, although as part of the Beyond team, you’ll join a wider, supportive environment where you’ll be able to pull on the expertise and capabilities of the group.

We do not limit ourselves to standing still. We look ahead and strive to disrupt the sector we operate in. We believe technology should not be complicated or overwhelming. It should do what it says - quickly, safely and efficiently.

Wonde is an innovative and fast‑growing ed‑tech scale‑up that is on a mission to deliver cutting‑edge technologies to improve ways of working for the education sector. Our goal is to ensure the focus is always on the learning outcomes for the students. We do this by transforming how school data is maintained, managed and accessed by third‑party applications (apps) via our simple API platform.

We are trusted by over 30,000 schools globally in the security and reliability of their technology and data. We’re committed to changing the lives of students, teachers and parents and want the help of talented individuals who will support our journey in driving better outcomes for the education sector.

This is an apprenticeship opportunity designed for individuals who are looking to build their career within Customer Service & Technical Support while gaining structured learning and development alongside hands‑on experience. As part of this role, you will undertake the Level 3 Customer Service Specialist Apprenticeship, a nationally recognised programme designed to provide end‑to‑end customer service development for specialist roles.

The apprenticeship lasts 17 months, consisting of:

• 13 months of practical training, delivered alongside your day‑to‑day responsibilities.
• 4 months dedicated to End‑Point Assessment (EPA) preparation and completion.

This apprenticeship is open to candidates who meet UK apprenticeship eligibility criteria. Throughout the programme, you will receive structured training, dedicated mentoring and protected off‑the‑job learning time. Your learning will directly support your development in Customer Service, stakeholder management, communication and service excellence - all within a live, evolving environment. You will apply your learning in real time, building the knowledge, skills and behaviours required to succeed as an Associate Technical Support Specialist while contributing meaningfully to the team from day one.

As a Customer Support Specialist (Apprentice), you will be the go‑to person for customer & technical engagement with schools. You will ensure the Wonde software is installed correctly and assist stakeholders with integration support and requirements. You need not worry about previous technical experience - we’re looking for a people person with the desire to learn, grow and support others. You’ll work closely with and be supported by the wider Customer Support Services Team to learn how best to navigate your role and develop your expertise over time.

• Act as the first point of contact for integration queries, working towards first‑contact resolution while developing your understanding of best practice support principles.
• Use our ticketing platform, Zendesk, to accurately log, manage and respond to support requests in line with service standards.
• Collaborate and partner with schools to arrange appointments, complete integrations, and troubleshoot issues,…