Summary
Fidelity EPoS are looking for an enthusiastic, customer service driven person to perform a first line support role. A keen interest in technology is important however a customer service first attitude is key to this role. The successful candidate will need a calming nature under pressure.
Annual wage
£12,480 a year
Training course
Customer service practitioner (level 2)
Hours
Monday - Friday, 8.30am - 5.00pm.
37 hours 30 minutes a week
Possible start date
Friday 28 February
Duration
1 year
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
Inbound support
* Respond to inbound support enquiries promptly, with accuracy, and attention to detail.
* Record all enquiries, communication, and information in Zoho, SharePoint or relevant systems to assist you and colleagues with the best resolution and collaborative effort.
* Make use of data within our systems to achieve our best results and manage enquiries and communication to our customers.
* Ensure you are focused and efficient following the support processes for your allocated role in the helpdesk
Proactive support
* Manage and support the backlog of issues within SLA and communicate with our customers managing expectation.
* Take responsibility for enquiries allocated to you and their resolution or management within SLA. Ensuring you are proactive in giving our customer the best service.
* Escalate enquiries on a course to exceed SLA or damage customers expectation.
* Create proactive and longer-term solutions to frequent issues or issues that could be prevented by:Request or arrange training
* Request or arrange documentation
* Request or arrange hardware or software upgrades
* Request or arrange system configuration changes
* Request or arrange software development changes
Where you’ll work
Unit 5
Priory Tec Park
Saxon Way
Hessle
HU13 9TP
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
MCARTHUR DEAN TRAINING 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
Level 2 Customer Service Practitioner Apprenticeship Standard:
* Functional skills in maths and English (if required)
* End-Point Assessment (EPA)
* One to one tutor assessor support in the workplace
* Attending weekly classes covering health and safety and equality and diversity and working towards completing the EPA
Requirements
Desirable qualifications
GCSE in:
* English and Maths (grade GCSE - grades 4/C)
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
* Customer care skills
* Administrative skills
* Analytical skills
* Logical
* Team working
* Creative
* Initiative