- GMFJ Reference
85544
- Wages
£3.70 p/h
- Hours
35.00 per week
- Date Posted
10/05/2018
- Start Date
06/08/2018
- Approx. Duration
12 Months
- Location
Penryn
- Status
Now Taking Applications
- Sector
Business & Administration
- Opportunity Type
Intermediate Level 2
- Employer
FibreCRM
Description
The Customer Success Apprentice will report to the Director, and be mentored by the Project Manager/Data Privacy Lead. The apprentice will work as part of a small multi-tasked/skilled team, focusing his/her time on tasks/roles such as:
- Engaging with customers to deliver over the phone (screen shared) CRM training.
- First line technical support to existing CRM customers (email and telephone).
- First responder telephone support for incoming calls.
- On occasion, the apprentice may be required to travel and work as part of the team at relevant trade shows and exhibitions.
- Playing an active part in weekly company meetings and contributing to the development and shape of the business.
- Other appropriate activities may be required, as FibreCRM is a fast-moving development environment and the team assumes responsibility and roles as and when the business needs flexibility. As the team is relatively small, a multi-skilled and adaptable mentality is essential (for example, when colleagues are on annual leave or at events off-site).
For more information about this vacancy please contact Truro and Penwith College on 01872 305500 (Ref ID: 85544)
Company website : www.fibrecrm.com
Essential:
- A great communicator, comfortable around people and able to interact with professional people.
- A reasonable level of technical ability.
- Familiar with Microsoft Office products.
- Ability to communicate confidently over the telephone.
- High quality writing skills, specifically when composing and/or replying to emails.
Desirable:
- A basic understanding of why an accountancy practice may require. very high levels of professional support from its service providers (FibreCRM for example).
- Software development and/or coding skills (and passion!).
Essential:
- GCSE Maths, English at Grades C or above (or equivalent).
Desirable:
- A relevant technical or software related qualification.
- Day 1 Recap key messages from induction on how to successfully complete the apprenticeship. Employee Rights and Responsibilities. Learner will develop an understanding of the role of organisations and industries, as well as gaining an understanding and awareness of employer’s expectations and employees’ rights and obligations.
- Day 2 Managing personal performance and development: SMART targets; Professional development; Career development goals; Work-life balance; Feedback; Learning styles; Time management.
- Day 3 Communication in a business environment: Clear, effective and professional written, verbal and non-verbal communication. Apprenticeship Assessment/ Programme Review visit at workplace.
- Day 4 Customer service and Sales: Maximising sales (upselling & cross selling); Sales techniques; Feature and benefits; Needs and expectations; Brand promises; Service offer; Service knowledge; Equality and Diversity.
- Day 5 Business awareness and change: Business structures and models; External and internal factors that may impact on a business; Goals, objectives and how these align with strategy; change implementation.
- Day 6 Equality and Diversity: Understanding equality and diversity; Benefits of E&D; Legal implications. Apprenticeship Assessment/ Programme Review visit at workplace.
- Day 7 Teamwork: Developing good work relationships; Making a positive contribution to the business; Dealing with conflict.
- Day 8 Project development (½ day): Identification of project; Developing business case; Developing project plan.Health and Safety. Legislation requirements.
- Day 9 Project development (½ day): Reviewing project progress; Developing project.Study ½ day. Apprenticeship Assessment/ Programme Review visit at workplace.
- Day 10 Presentation skills: Project review; Presentation skills; Presentation software.
- Day 11 Project presentations. Learner project presentations to employer audience. *Presentation of certificates for unit examination achievements.* Time/duration dependant on cohort group size.
Essential:
- A strong communicator (verbal and written).
- Friendly, confident and outgoing personality.
- Ability to engage with both colleagues and external customers.
- Reliable, consistent and responsible.
Desirable:
- Experience of working within a team (whether that be in work, education or personal interests or hobbies).
On successful completion of the apprenticeship there is a possibility of a future job role.
Working Times are 9am to 4.30pm. Wage to be reviewed after 6 weeks, and could be increased based on performance. On occasion the apprentice may be required to travel and attend trade shows/exhibitions in various major cities around the UK, as part of the FibreCRM team. This will most often involve an overnight stay, for 1 or 2 nights.