Summary
Working from our Head Office in Leicester, this is an exciting opportunity for a pleasant, hardworking, conscientious & adaptable individual to become a key member of our Partner Support team and provide high-quality service and support to our customers and colleagues, whilst working towards an Advanced Level 3 Customer Specialist qualification.
Wage
£18,000 a year
Training course
Customer service specialist (level 3)
Hours
Monday - Friday, 9.00am - 5.00pm - 1 hour lunch.
35 hours a week
Possible start date
Monday 7 April
Duration
1 year 3 months
Positions available
1
Work
As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.
What you’ll do at work
This is a fabulous opportunity for anyone looking to enter into financial services. We are looking for a hard working, well organised apprentice with lots of initiative, excellent IT skills, an eye for detail and a great attitude to become part of our team.
Experience of working under pressure, prioritising and working to deadlines is essential. You will provide first line telephone, email and messaging support for the Network, delivering outstanding, proactive customer service.
The role after training includes:
* Performing day-to-day operations within the customer service team
* Making and receiving telephone calls
* Use of Microsoft office suite i.e. excel, word etc.
* Undertake product demonstrations via the telephone or via teams
* Administration support
* Maintain accurate records on the database.
* Liaise with colleagues to maintain product knowledge
* Research and keep updated on industry developments.
* Responding to customer queries
* Assisting all members of the team as and when required
Ensuring that the policies of the company are observed, and that good practice is encouraged, particularly in the areas of Health and Safety, Equal Opportunities, and confidentiality
The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by the organisation which is relevant to your post within the company to meet the overall business objectives.
Where you’ll work
First Floor Office, 6 Merus Court
Meridian Business Park
Leicester
LE19 1RJ
Training
An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.
College or training organisation
C.M.S. VOCATIONAL TRAINING LIMITED
Your training course
Customer service specialist (level 3)
Equal to A level
Course contents
* Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
* Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
* Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
* Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
* Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
* Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
* Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
* Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
* Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
* Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
* Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
* Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
* Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
* Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
* Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
* Service Improvement: Make recommendations based on your findings to enable improvement
* Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
Your training plan
Level 3 Customer Service Specialist Apprenticeship Standard, which includes:
* Level 2 Functional Skills in maths and English (if required)
* Full, on-the-job training will be provided by the employer, with 20% off the job training as a requirement
* End-Point Assessment (EPA)
* This apprenticeship is delivered in the workplace and 20% of your working time will be dedicated towards training and learning new skills
Requirements
Essential qualifications
GCSE or equivalent in:
* maths & English (grade 5/ C or above)
Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.
Skills
* Communication skills
* IT skills
* Attention to detail
* Customer care skills
* Administrative skills
* Team working
* Initiative
Other requirements
The position may close early if the right applicant is found so apply asap. Ongoing employee development and training * Competitive Salary * Health & wellbeing programme * Options to buy/sell holiday