Hours: Monday to Friday 8:30am - 5:00pm, 37.5 hours per week
Pay:Apprentice National Minimum Wage, plus bonus opportunity of up to 20% annual salary based on individual and business performance
Location:Sewell Head Office, HU7 0DG
Role Overview
We are looking for an enthusiastic individual with an interest in customer service and administration to join our Customer Care Team.
We will develop your skills, knowledge and train you to deliver a world class customer experience. The role is based in a fast-paced Customer Care Team within Sewell Facilities Management so you will also gain a general understanding of maintenance activity including reactive and planned maintenance, and meeting tight deadlines to ensure the delivery of service level agreements.
The successful candidate for this role will be enrolled in a Level 3 Customer Service Specialist Apprenticeship.
To learn more about Sewell Group and Sewell Facilities Management, please follow the link below:
Key Responsibilities
Answer incoming customer calls for the Sewell Customer Care Team
Log tasks and requests as required from incoming calls
Respond to urgent and serious tasks, ensuring they are communicated to the relevant people
Provide updates to clients regarding tasks that cannot be completed by the estimated completion date
Provide proactive and regular updates to customers upon scheduling and dealing with planned and reactive maintenance tasks
Process all web requests and emails from internal and external customers
Manage and coordinate reactive and planned works, including liaising with the wider FM teams and subcontractors
Monitor completion of works and ensure relevant paperwork is collated, logged on CAFM and filed electronically
Asset management administration and record keeping, including reviewing reports and certification for the collection of further information relevant to Sewell FM jobs and facilities, and liaising as necessary
Collate reports internally and externally, relevant to the performance of Sewell FM reactive services
Raise reactive tasks from planned maintenance visits when required
Manage Mobile Maintenance Team and Facilities Office Team holidays, including arranging cover for the Mobile Maintenance Team
Diary management for the Maintenance TeamAt times, the Apprentice may shadow other colleagues within in FM to learn about the wider aspects of the business such as commercial and our operational.
Requirements
As well as exhibiting our company behaviours of being Positive, Professional, Customer Focused, a Team Player and Doing the Right Thing, the successful candidates will have the following:
Healthy GCSE and literacy grades (in line with apprenticeship requirements) to enable registration and progressive completion of a Level 3 Customer Service Specialist Apprenticeship
A vibrant, positive and professional attitude and be smart in appearance
Strong belief in delivering great customer service
Excellent telephone manner
Excellent organisational and communication skills and the ability to prioritise a variety of tasks
Be computer literate (Microsoft Office)
A positive approach to learning, development and progression within a Customer Services environment
A flexible and diligent working attitude
Willingness to support wider business teams
Have the ability to work both as a team member and alone in a busy and fast paced working environmentSewell Group is an equal opportunities employer, recruiting within the guidelines of the Equality Act 2010. We are committed to the promotion of diversity and equal opportunity, as an employer and in the delivery of our products and services.
As a committed safe employer, an enhanced DBS (criminal record) check will be carried out for the successful candidate of this role.
Benefits
Annual bonus opportunity
25 days holiday (plus Bank Holidays), rising with length of service to 30 days
Being a Co-Owner of Sewell Estates, learn more here: Employee Ownership - Sewell Group ((url removed))
Auto Enrolment pension
Staff discounts
High Street & Retail discount schemes
Bike 2 Work Scheme
Technology Scheme
Paid Parental Leave and Sickness Absence scheme