Summary
If you are passionate about customer service and you enjoy helping people who are in financial difficulties, then we would love you to be part of our Recoveries Team! As a successful candidate, you will have an excellent opportunity to join our award-winning company that can offer great career progression opportunities.
Wage
£20,319 a year
Training course
Customer service practitioner (level 2)
Hours
Shift patterns between our operational hours of Monday - Friday, 8.00am - 6.00pm, Saturday, 9.30am - 12.30pm (you will be required to work every alternative Saturday).
37 hours 30 minutes a week
Possible start date
Monday 10 February
Duration
1 year 5 months
Positions available
2
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
CRS is an award-winning, innovative UK Debt Collection Agency who are working on behalf of some of the largest UK financial insurance and utility companies.
Your duties and responsibilities include:
* Working within a high-volume inbound contact centre, showing ownership and accountability, offering solutions to help and benefit customers
* Maintain high service standards and continually improve the service to customers
* Work well within a dynamic team environment
* Negotiate, investigate and resolve issues whilst proactively seeking solutions
Where you’ll work
CREDIT RESOURCE SOLUTIONS
G MILL
DEAN CLOUGH MILLS
HALIFAX
HX3 5AX
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
INTEC BUSINESS COLLEGES LIMITED
Your training course
Customer service practitioner (level 2)
Equal to GCSE
Course contents
* Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
* Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
* Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
* Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
* Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
* Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
* Demonstrate patience and calmness.
* Show you understand the customer’s point of view.
* Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
* Maintain informative communication during service recovery.
Your training plan
* Customer Service Practitioner Level 2 Apprenticeship Standard
* End Point Assessment
* Level 2 Functional Skills in maths and English
* Delivery method and location of training to be confirmed
Requirements
Desirable qualifications
GCSE or equivalent in:
* English (grade A* - C / 9 - 4)
* Maths (grade A* - C / 9 - 4)
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
* Confident telephone manner
* Excellent Customer Service
* Excellent listening skills
* Good problem solver
* Dedicated
* Hard working
* Confident individual
* Team player
* Enthusiastic & self motivated
* Able to work in a busy role
* Remain calm under pressure
* Flexible & Proactive
Other requirements
The role offers an uncapped bonus scheme. 5% employee pension contributions. Breakfast provided twice a week. Free onsite Parking. Access to Employee assistance programme. Given a day off on your Birthday