- GMFJ Reference
259780
- Wages
£16,000 p/a
- Hours
37.50 per week
- Date Posted
23/04/2025
- Start Date
26/05/2025
- Approx. Duration
14 months
- Location
Bristol
- Status
Now Taking Applications
- Sector
Business & Administration
- Opportunity Type
Advanced Level 3
- Apprenticeship Standard
Customer service specialist (ST0071)
- Employer
HBXL
Description
This role is designed to support our Customer Success team in improving efficiency and enhancing customer satisfaction. You will be responsible for triaging technical support queries, helping customers get set up with coaching, managing diaries, and identifying opportunities for upselling and retention. You will also work closely with marketing to develop case studies and testimonials.
Key Responsibilities:
- Triage Tech Support: Handle initial support queries, determining the level of assistance required before escalation.
- Customer Onboarding & Coaching Calls: Contact existing customers to schedule coaching sessions for CSM and ensure they are set up for success.
- Diary Management: Manage calendars and appointments for CSM, ensuring efficient scheduling.
- Legacy Calls: Reach out to previous customers to explore re-engagement opportunities.
- Increase Contact Points: Identify opportunities for customer engagement through proactive outreach.
- Content Support: Free up CSM time for coaching, and for the creation of training videos and other resources, by managing additional tasks.
- Customer Health Monitoring: Track customer engagement, usage metrics, and health scores to pre-emptively address concerns.
- CRM Management: Maintain up-to-date records of customer interactions in our CRM system.
- Marketing Collaboration: Work with marketing to gather testimonials and develop case studies to showcase customer success stories.
For more information about this vacancy please contact Next Level on 07717376008 (Ref ID: 259780)
Company website : https://www.hbxlgroup.co.uk/
- 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
GCSE maths and english are desirable.
Next Level will work closely with you to complete your Level 3 Customer Specialist. We can hire apprentices at any time and hold regular workshops for those on the course.
These workshops occur once every 2 weeks online.
You will get specific 1-2-1 tutoring and regular reviews between your tutor, manager, and yourself to ensure you are meeting deadlines and staying on top of your work. These may be online or in person at your place of work.
If required, we can also provide Functional Skills in maths and English throughout your apprenticeship.
- Logical
- Team working
- Creative
- Initiative
- Patience
- Trustworthiness
- Creative
- We would be looking to keep successful apprentices employed within HBXL, with the potential for completing further apprenticeships to increase your skills.
- If staying on with HBXL is separate from your career journey, there will be many other options you could explore with your qualification. Your practical skills learnt during this apprenticeship may be transferrable elsewhere.
Please note this role may include some home working.