Summary
We are excited to offer a fantastic opportunity for a Level 2 Customer Service Apprentice to join our dynamic Sheffield team.
Wage
£23,926 a year
Training course
Customer service specialist (level 3)
Hours
Mon-Fri, 8am -4.30pm
37 hours 30 minutes a week
Possible start date
Monday 1 September
Duration
1 year 3 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
The role holder will provide first line support for Amey Contracts, employees and partners and be responsible for maintaining client relationships through a quality standard level of customer service. As a critical point of contact, the role holder represents Amey both internally and externally, therefore the role holder will also be responsible for upholding Amey’s values at all times.
Day to day task management
* Management for all customer queries/requests/complaints received in Customer Services from Amey employees, clients and contracts.
* Answering high volumes of calls within agreed targets for each contract.
* Ensuring excellent levels of customer service and service delivery are maintained and exceeded
* Process calls, e-mail, and web requests via Amey’s chosen software.
* Job ownership of all processed requests through to completion.
* This will include progress chasing and liaison with client and on-site staff
* Escalating customer requests / queries / complaints as appropriate
* Understanding relevant contract response times and Service Level Agreements in the transacting of customer queries/requests/complaints.
General Customer service activities
* General Administration tasks that are required for normal functioning and out of scope projects for Customer Services.
* Completion of all shift responsibilities such as: monitoring of web events, e-mail events, and external web applications systems and running of daily/weekly/monthly reports.
* Demonstrate confidence in daily responsibilities and system use to existing and new clients.
* Proactively following up to see cases through to completion, and making proactive outbound telephone calls
* Ensuring high level of attention to detail in all work tasks, i.e., cases, reports, requests
* Adhering to Amey company policy and Customers Services processes
* Record and report any ‘non-compliance’ issues to a Team Leader/Manager as soon as practicable
* To provide regular management information reports as and when required.
* Assist in the delivery of targeted Customer Services training to new employees as and when required
* Assistance in the creation and analysation of performance/improvement reports, to be sent to the Customer Services Manager at the end of each month.
* Scheduling responsive and planned appointments for field-based operatives across the business
Collaborative Working:
* Drive and promote the Amey cultures and values from within the team.
* Liaising with and directing field-based operatives across the business.
* Working within Group Shared Services (GSS) to promote best practice.
Where you’ll work
Ecclesfield Depot,
S35 9YR
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
MBKB 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
A 100% tailored training and assessment program will be delivered to support you throughout your Apprenticeship, (15 months including endpoint assessment) All online delivery over teams/zoom [latforms. Topics covered include –
* Knowing your customers
* Understanding the organisation
* Meeting regulations and legislation
* Systems and resources
* Your roles and responsibilities
* Customer experience
* Product and service knowledge
* Interpersonal skills
* Communication
* Dealing with customer conflict and challenge
More training information
* L3 Customer service specialist Apprenticeship Standard
Requirements
Essential qualifications
GCSE in:
* 3 including mathematics, English and science (grade 4/C or above)
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
* Problem solving skills
* Presentation skills
* Administrative skills
* Number skills
* Analytical skills
* Logical
* Team working
* Creative
* Initiative
* Non judgemental
* Patience