This vacancy is for a Customer Service Apprentice based in Hapton, Burnley. The successful applicant will have the opportunity to undertake valuable work experience whilst gaining on the job qualifications.
Possible Start Date: 15/02/2018
Programme Duration: 12 months
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• To be the first point of contact for all queries to the Customer Service department, ensuring that a high quality of service is delivered at all times to both our external and internal customers • Managing own performance against key performance indicators including but not limited to; call and email activity, response times, ticketing system management, adherence to the returns process, courier claims process - within the guidelines set by the Customer Service General Manager • Maintaining profitable relationships between Exertis, its’ customers and third party service providers such as couriers. Ensuring that high levels of service are provided at all times • Ensuring compliance with ISO processes, escalating changes or deviations through the appropriate channels and using the correct version of all documentation • Processing all transactions in accordance with the company policy – escalating ‘out of policy’ issues to the General Manager • Taking accountability for opportunities and training to develop skills, knowledge and behaviour according to the personal development plan (PDP) agreed with the Customer Service Team Manager / Team Leader • Maintaining a high performing work ethic in line with company values and management expectations • Resolving internal and external issues promptly and professionally - escalating to the Customer Service Team Leader / Manager where necessary • Working towards performance objectives agreed with the Customer Service Team Manager / Team Leader and taking appropriate action on any feedback on performance • Demonstrating high levels of motivation to drive towards key performance indicators on a daily, weekly and monthly basis contributing towards consistently high levels of team morale • Attending side by side coaching sessions with the Customer Service Team Leader / Manager. Agreeing and completing SMART objectives to increase productivity and improve performance in line with Exertis quality standards • Attending daily team meetings to learn about important messages to set themselves up for the day ahead • Building internal relationships to encourage synergy with other departments such as Commercial, Sales, Credit Control and Logistics • Demonstrating strong awareness of and commitment to Ethics and Compliance and the Group Business Conduct Guidelines.
- Minimum of 3 GCSEs at Grade D or above including English or equivalent
Provide support for managers and other staff members in the workplace. They perform a variety of tasks that require good communication and organisational skills. They often have industry or employer-specific responsibilities. You need to build good customer relationships, the ability to manage expectaqtions, resolve concerns and respond promptly.You should be able to acquire information by asking effective questions, collecting information, consulting with others ands demonstrate research skills. You should also be able to admit liability by admitting to mistakes, take accountability and ownership and warn of potential problemsYou will need to have excellent communication and people skillsA confident and positive attitudeWord processing skillsGood verbal communication and listening skillsAbility to follow instructions and organise yourself to complete tasks fully and on timeAbility to use initiative to think through problems to find solutionsLiterate with good written communication Ability to check for accuracy and give attention to detailAbility to answer, speak confidently and take messages on the phoneKnowledge of spread sheets, word processing and databasesAbility to use initiativeCalm under pressureMotivatedGood personal organisationTeam worker
The ability to work as an individual as well as part of a team and be respectful to team members at all times. Be an excellent communicator at all levels, via telephone and face to face. Be able to use their own initiative.
For the successful candidate there will be the opportunity for progression within the company, leading to possible Full-Time roles.The opportunities in the world of business are endless. Many apprentices start in business administration, customer service or accountancy, which are great stepping stones into lots of exciting careers. You can go on to specialise in a particular field and into management. You will find people who started in administration working in all professional areas and at all levels. If you are good at IT, have an eye for detail and enjoy working with others then a Business Apprenticeship could give your career a great start.
Training to be provided Customer service• BTEC Diploma in Customer Service embedded in the BTEC •Employer Rights and Responsibilities. • Functional Skills Mathematics and English, • Personal Learning and Thinking Skills.
Interview and Start date to be confirmed
Training 2000 offer a wide range of apprenticeships, study programmes and training courses throughout the North West. They also offer specialist dental training across the UK.
For more information about this vacancy please contact the provider Training 2000 on 01254 54659 or
email: email@example.com (Ref ID:79714)
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