We are immediately seeking a Customer Service Apprentice to support IRS’ contracted clients throughout the Midlands and surrounding area with delivery of Refrigeration, Air Conditioning and Ventilation services. Working out of our spacious modern offices in Bromsgrove under supervision of the Service Desk Manager and alongside a team of existing Co-Ordinators to deliver a high-quality prompt diagnosis and rectification 24/7-365 breakdown service as well as detailed and pro-active planned maintenance services to a wide range of commercial and industrial clients.
We are offering an exciting opportunity for a motivated individual to join our team as a Customer Service Apprentice. As part of this apprenticeship, you will assist in managing and coordinating service requests that come through our busy office, gaining valuable experience in customer service, administration, and problem-solving. You will play a vital role in ensuring excellent service delivery and learning the key skills needed to excel in a customer-focused environment.
You will join us on a full time, permanent basis. This is an office-based role working 39 hours per week Monday to Friday.
About IRS
Established in 1990 and currently experiencing a successful period of controlled growth, IRS carries out Service, Maintenance and Installation works on Refrigeration, Air Conditioning and Ventilation equipment at many sites across the Midlands region and beyond. Our current portfolio of contracts ranges from small commercial businesses up to large commercial and industrial businesses.
If you’re looking for a role that encourages and rewards hard work, flexibility, commitment and initiative and to be part of a team of like-minded individuals with a great working environment in a business that is going places, then IRS may be a great choice for you.
Main Duties and Responsibilities
* Act as the first point of contact for all reactive service requests, ensuring accurate intake and prioritisation.
* Assist in assigning service tasks to the appropriate engineers, ensuring compliance with service-level agreements (SLAs).
* Record and update service request details and outcomes in the service management system.
* Maintain real-time tracking of service request statuses and escalate issues as needed to ensure resolution within target times.
* Help communicate effectively with internal teams and customers regarding service request statuses and resolutions.
* Support in requesting and updating quotes for remedial work and issuing purchase order numbers for materials and services.
* Assist in scheduling engineers based on availability and proximity to service request sites.
* Ensure that engineers have the necessary information, tools, and materials to perform their service tasks effectively.
* Contribute to the continuous improvement of service processes, policies, and procedures.
* Provide excellent customer service by responding to inquiries in a professional and empathetic manner.
* Offer administrative support to Directors and line managers when needed.
* Provide additional support to the team on the service desk during peak times, sickness, or holidays.
Essential Skills and Qualifications:
* No prior experience necessary—just a passion for customer service and a willingness to learn.
* Strong organisational and time-management skills.
* Good communication skills, both written and verbal.
* Ability to work independently and as part of a team.
* Excellent attention to detail.
* Comfortable using technology, including computers, email, and phones.
* Customer-focused with a positive and can-do attitude.
* Adaptable and able to stay calm under pressure.
* Based locally and available to work from our office.
* Willingness to handle challenges with a calm demeanor.
* Proactive approach to problem-solving and eager to take initiative.
* Strong commitment to continuous improvement.
This apprenticeship is an excellent opportunity to develop your career in customer service while gaining hands-on experience in a busy office environment. We look forward to supporting you on your journey to success.
Package
* Apprenticeship
* 25 days annual leave plus Bank Holidays.
* Refer a friend scheme, up to £750 per successful referral.
* Death in service policy
* Childcare voucher scheme
* Eyecare voucher scheme
* Profit Share Scheme
Applying
* All applications to be submitted to Nicola Dempsey – Nicola@irs.co.uk
* Please ensure you forward a fully up to date CV along with a letter of introduction so that we can really get to know you and what you could offer IRS.
* All candidates will be required to provide valid proof of Right to Work in the UK and ID at interview.
* May seek references on request.
Seniority level
* Internship
Employment type
* Full-time
* Industries: Industrial Machinery Manufacturing
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