Phosters (FM) Ltd are an established total facilities management service provider, offering a multitude of building maintenance services across the UK. We were named as Worcestershire Apprentice Employer of the Year 2019 as a result of our continued success since our programme first started. Following our win, Phosters apprentices now also have the opportunity to act as apprenticeship ambassadors at local apprenticeship events and open days. Our apprenticeship programme is designed to be both structured and varied, and aims to give apprentices a wide breadth of knowledge and professional certainty to get to the next stage of their career or studies, alongside gaining their formal qualification. We pride ourselves on the level of support we offer our apprentices and try to make their transition from education to the workplace as smooth as possible. All apprentices complete a comprehensive induction programme which includes health & safety, GDPR, effective communication skills and first aid at work.
This opportunity will be based within our Helpdesk department which has rapidly expanded over the last few years due to a rapid increase in clients. There are different positions within the department but we also allow apprentices to explore other areas of the business should a particular area interest them. Whilst there is no guarantee of further employment, Phosters have a commendable track record of offering apprentices full time employment after the completion of their apprenticeship and also the potential to enroll in further training through apprenticeships. We have a 100% track record of all apprentices going on to complete at least a second apprenticeship.
Responsibilities:
1. Deliver outstanding customer service across a variety of channels, including telephone, email, intranet systems and in-house platforms.
2. Be the first point of call when contacting the business, ensuring all calls are answered within the set KPIs.
3. Liaising with your designated client base.
4. Record customer requests using the agreed format, ensuring all information is passed to the appropriate departments.
5. Undertake general administration to support the department, ensuring all service standards are met.
Training will take place in the workplace, and you'll be working towards a Level 2 Customer Service Practitioner apprenticeship standard.
Working Hours: Monday - Friday 8AM-5PM (could be flexible if travel is an issue) with one hour for lunch.
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