Customer Service Apprentice

Working Hours: Monday to Friday, 9.00 am to 5.30 pm, full time, flexibility on hours may be required.
Location: Watford
Reports to: Customer Service Manager 
Contract Type: Full-time Apprenticeship leading to permanent position
Salary Band: £11,000 - £13,000

 

Purpose of Job

  • Managing inbound and outbound calls and emails in a timely manner
  • Route calls to appropriate resource
  • Provide customers with accurate and relevant product and service information
  • Respond to questions accurately
  • Identify and overcome objections
  • Identify and escalate priority issues
  • Qualify leads and convert them to accounts
  • Organising meetings between customers and Employer Engagement Advisers
  • Manage and resolve customer issues and complaints
  • Highlight unresolved issues directly to your Manager
  • Enter new customer information into system accurately and timely
  • Update existing customer information accurately and timely
  • Record details of enquiries, comments and complaints
  • Record details of actions taken within our system to ensure we always have a clear up to date communication trail with our clients.
  • Complete call logs
  • Produce call reports
  • Exceed all KPIs and Targets and meet all deadlines
  • Manage administration within the expected timelines set out to you
  • Communicate and coordinate with internal departments where needed and build working relationships across all departments

Note: These duties are a guide to the work the post holder will initially be required to undertake.  Amendments may be made from time to time as the role evolves and to meet changing circumstances and these do not form part of the contract of employment.

 

The following Knowledge and Skills, Experience and Personal Attributes will be tested either through your Application or at Interview, or both.

 

Knowledge and Skills

Essential

 

Desirable

 

CV

Interview

Qualification in English (GCSE 4-9/A8 to C, or Functional Skills L2)

 

 

Excellent communication skills – listening, verbal and written

 

 

Good problem analysis and problem solving skills

 

 

Excellent organisation skills

 

 

Keen eye to detail

 

 

Competent in using MS Word, MS Excel, MS Outlook

 

 

Ability to multi-task, set priorities and manage time effectively

 

 

Experience

Essential

 

Desirable

 

CV

Interview

Accurately inputting data into a variety of systems

 

 

Previously worked in a Customer Service role dealing with customer queries

 

 

Worked within the education/training sector

 

 

 

Personal Attributes

Essential

 

Desirable

 

CV

Interview

A team player able to support team targets as well as your own individual targets.

Able to work effectively in the designated team, wider office teams, as well as independently. Also keeping others informed, duly taking into account discretion, sensitivity & confidentiality

 

 

Confident in dealing with customer queries and complaints

 

 

Flexible, adaptable and resourceful – ability to respond according to tasks and situations appropriately as they arise.

 

 

Organisation & Motivation – able to work in a structured manner, prioritising tasks and coping with peaks and troughs calmly and responsibly, and to target

High energy level maintained at all times

 

 

 

Discretion & Confidentiality – must be able to demonstrate and exercise discretion and confidentiality in terms of all data and data subjects; high level of sensitivity to and awareness of parameters of role, as well team and wider relationships.

 

 

Commitment & Time-Keeping – able to demonstrate full attendance and punctuality.

 

 

 

This is an initial outline and will be reviewed as part of our Continuous Professional Development process.

How to Apply 

To apply please send your CV and covering letter to This email address is being protected from spambots. You need JavaScript enabled to view it. or send to 21 Station Road, Watford, WD17 1AP. Please state the role you are applying for.