Summary
This rewarding role in the Accommodation Team involves handling customer service tasks for long- and short-term alternative accommodation bookings. The ideal candidate has customer service experience, is efficient, organised, and comfortable working on the computer and phone, with strong communication skills.
Wage
£19,000 a year
Training course
Customer service specialist (level 3)
Hours
Mon-Fri (9am - 5:30pm)
40 hours a week
Possible start date
Monday 10 March
Duration
1 year 6 months
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
Main Responsibilities:
· Take accurate instructions from all instructing principles covering customer requirements.
· Source appropriate rental accommodation through portals
· Coordinate bookings between all parties in the appropriate manner and within pre-arranged timescales as per ICAB’s Service Level Agreements.
· Complete all necessary paperwork of accommodation bookings on Microsoft Word and Excel and ensure the audit trail on internal claims handling software package is completely up to date at all times.
· Work primarily on the phone, (50% of working day) handling many different claims at any one time (up to approximately 50 rental files at a time rising during surge times) whilst keeping paperwork up to date on corresponding claims.
· Organise extensions / cancellations of bookings and serving notice in an appropriate time scale.
· Managing and keeping up to date on multiple claims at any one time and ensuring they are in line with policy terms and department process.
· Manage and respond to external and internal emails in a timely fashion.
· Handle customer escalations in a positive way and refer unresolved issues to your line manager.
· Answer the phone and take appropriate messages for the Accommodation team and any other staff members.
· Undertake any other reasonable office duties as requested by Managers / Directors.
· It is a requirement to perform all duties under ISO standards.
· The ideal candidate will be able to demonstrate the ability to ability to work under pressure and multi-task.
Where you’ll work
Insurance Claims Accomodation Bureau Ltd, Heronslea House, High Street
Bushey
WD23 3HH
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
METAGEDU APPRENTICESHIPS LTD
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
The successful candidate will complete a Customer Service Level 3 Apprenticeship standard.
Requirements
Essential qualifications
GCSE or equivalent in:
* Maths (grade 4-9)
* English (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
* Attention to detail
* Organisation skills
* Customer care skills
* Problem solving skills
* Administrative skills
* IT skills
* Team working
Other requirements
Starting salary of £19,000