Summary
Engage with our client’s customers to understand their personal circumstances and recommend the best course of action - whether that is agreeing a repayment plan, signposting to free debt advice or dispute resolution.
Wage
£22,308 a year
Training course
Customer service practitioner (level 2)
Hours
Monday - Friday, 8.00am - 6.00pm & Saturday, 9.30am - 12.30pm
37 hours 30 minutes a week
Possible start date
Monday 10 March
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
* Manage contact via email, Whatsapp, Web chat and conversational SMS within Contact Centre environment
* Proactively Negotiate payment offers via email, whatsapp, web chat and SMS
* Assist with the handling of client and customer queries
* Effectively process and respond to customer post
* Communicate effectively with customers and 3rd parties in writing and act appropriately where the customer may be suffering financial hardship & require clear and easy to follow directions
* Ensure negotiations are conducted within compliance guidelines set down by governing & regulatory bodies
* Work to achieve monthly Key Performance Indicators on an individual basis
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 Apprentice Standard
* End Point Assessment
* Level 2 Functional Skills in English & maths if required
* Training will be delivered with a blend of online & onsite assessor visits every 4 - 6 weeks
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
* Customer care skills
* Excellent Communication Skills
* Strong IT Skills
* Confident using IT Systems
* Conscientious and hard working
* Excellent Team Player
* Self Motivated
* Can work independently
* Can work as part of a team
* Excellent verbal communication
* Fast paced environment
* Motivated to achieve targets
* Strong customer focus
Other requirements
This role is office based - Hybrid working is not available. Enhanced employers pension contributions, Enhanced maternity & paternity leaves, A day off for your birthday, Free breakfast on a Monday & Friday, Employee wellness scheme, Free onsite parking.