Swiss Post Solutions Limited, Apprentice Administrator, 2nd Tier Support Planner/Scheduler

Positions: x1

Weekly wage: 

Working week: 
Monday to Friday, shifts between 7am - 7pm (40 hours)

Apprenticeship duration: 
20 months 

Apprenticeship level: 
Advanced Level 3 Apprenticeship

Welwyn Garden City, AL7 1GN


Employer description 
Swiss Post Solutions is a leading provider of business process outsourcing and innovative document management services.


Full description
A great opportunity has arisen for a Apprentice Administrator, 2nd Tier Support Planner/Scheduler to work for Swiss Post Solutions Limited who are a leading provider of business process outsourcing and innovative document management services.

This position would be suitable someone who has a keen interest in ICT.

Full training will be provided with opportunities for the right candidate to learn other aspects of the core components used within Swiss Post Solutions.

The candidate will also have the opportunity to broaden their knowledge by a day release college or higher education course/apprenticeship standard  .


Duties to include:


Main targets of the role

Fielding and distributing support requests from service management via SCP
Analysing Support Tickets and scheduling them accordingly to the appropriate developers, Training will be provided.
Resolving issues where possible before assigning to team


Main tasks

  • Manage/plan/schedule/Prioritize and distribute incoming task requests
  • Ensure team work to 48 hour response timeframe for all incoming requests
  • Obtain developer quotes for fixes and feedback to client service teams
  • Quotations are required for amendments requested by Client to their applications, which are provided by different software developers, so these Quotes are consolidated into one single Quote before we pass it on to Client Services team.
  • Communicate to management on a daily basis using reporting tools from SCP and SSRS to confirm deliverables will be satisfied and to escalate issues when required.



  • Proactively manage task queue and ensure response/resolution SLAs are met.
  • To liaise effectively and appropriately with Developers and other departments to ensure fast and good
  • communication at all time.
  • Ensure Change Requests are raised and authorized in preparation for CAB


Future Prospects
Further opportunities maybe available for the right candidate on completion of any agreed training to progress within the development team.


Working Hours
Shifts between 7am – 7pm Monday to Friday (i.e. 8am – 5pm, 7am – 4pm etc) with a 1 hour lunch break

Skills required

  • Able to work under pressure and deliver results on time.
  • Knowledge of English, excellent communication skills
  • Competent in Microsoft packages including, Outlook, Word, 

Personal qualities

  • Ability to communicate effectively with a wide range of people throughout the business
  • Good team player who can develop and maintain excellent working relationships
  • Work accurately, under pressure, to tight deadlines with the ability to remain calm
  • Self-motivated


Qualifications required

  • GCSEs A-C in Maths and English or equivalent (Key Skills or Functional Skills level 2)


Training provided

Qualification:  Business Administration Apprenticeship
Level: 3
Duration: 20 months
Course Type: Apprenticeship Standard

Apprenticeship Delivery: Work based qualification. A tutor will visit you every 4-6 weeks in your work place.

Units Covered:
The Apprenticeship programme is made up of different units.  Apprentices will be assessed on their knowledge, skills and behaviours throughout the apprenticeship and tracked online using an e-portfolio.


These are grouped into 3 themes which complement each other and are as follows:

  • Core Business & Administration
  • Managing Self & Personal Skills
  • Using Resources & Achieving Results.



  • After each theme is complete, a Mock End Point Assessment is carried out to ensure apprentices are prepared for the End Point Assessment at the end of the programme.
  • After a minimum of 372 days and successful delivery of the programme, the end point assessment will take place. The end-point assessment is a synoptic assessment of the skills, behaviours and knowledge that have been developed throughout the apprenticeship.
  • End-Point Assessments will involve an independent assessor carrying out final assessments with the apprentice, to ensure that the competences and learning within the ‘Apprenticeship Standard’ have been met. 
  • Apprentices can achieve a pass, merit or distinction dependent on how well they perform in their End-Point Assessment.


Functional Skills: 
Apprentices also work towards a Level 2 qualification in English and maths in the first half of the programme if they have no prior exemption (GCSE’s A – C or equivalents in English and Maths).


To support your application, please send your certificates to Natalie at

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