Summary
Comprehensive administration support role in Customer Services, supporting Engineers, Dispatchers and Service Management for all service activities of the region to ensure the highest level of customer service is delivered and all KPIs are achieved.
Annual wage
£18,500 a year
You will get an annual salary, 25 days' holiday + bank holidays, NUS Card, Pension, Private Medical Insurance, Life Assurance 6x your annual salary and access to a wide range of discounts and offers.
Training course
Customer service specialist (level 3)
Hours
Monday - Friday, 8.00am- 4.00pm or 9.00am - 5.00pm to be agreed with your line manager. No evenings or weekend work.
37 hours 30 minutes a week
Possible start date
Monday 7 April
Duration
2 years
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
* To provide full and comprehensive Automated Systems administration support for Engineers, Dispatchers, and Customers for all service activities of the UK to ensure the highest level of customer service is delivered, and all KPIs are achieved
* To ensure correct and swift processing of all work recorded in SAP and ensure that all incoming planned and unplanned work is reviewed, planned, prioritised, assigned and completed
* To allocate existing engineering resources in order to meet customer expectations in a timely and cost effective manner
Where you’ll work
Sherbourne House
Sherbourne Drive Tilbrook
Milton Keynes
Buckinghamshire
MK7 8HX
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 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
Achieve a level 3 Customer Service Specialist apprenticeship qualification, which will incorporate providing a full and comprehensive administration support for Engineers, Dispatchers and Service Management, for all service activities of the region to ensure the highest level of customer service is delivered and all KPIs are achieved.
Requirements
Essential qualifications
GCSE or equivalent in:
* English (grade 4-9)
* Maths (grade 4-9)
* Other (grade 4-9)
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
* Organisation skills
* Administrative skills
* Initiative
* Adaptability
* Integrity
Other requirements
This will be a desk based role.