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Customer Service Apprentice

Location
Abingdon OX14 1UQ, UK
College
Inspire ATA Ltd
Hours
Full Time
Salary
£165 Weekly
Posted
13th April 2022
Start Date
As soon as possible
Expires
26th May 2022 12:00 AM
Contract Type
Fixed term contract
Job ID
1229004
Job Reference
Gigaclear 2
Start date
As soon as possible
  • Contract type: Fixed term contract
  • Contract length: 13 Months
  • NQTs Considered:
  • Job ID: 1229004

The Customer Operations Advisor role is responsible for delivering an exceptional customer service to Gigaclear customers. Working alongside the Customer Operations Management Team to develop a premium service experience at each customer touch point – first time every time. The main purpose of the role is to handle customer queries relating but not limited to general customer enquires through any stage of the customer journey, providing technical support, co-ordinating field and installation processes, assisting with account and billing queries, and working with the wider business to see through any escalated cases through to resolution.

Key Accountability & Responsibilities

  • Acting as the first point of contact for all customer queries, and handling communications professionally and efficiently through a mixture of channels, including but not limited to phone, email, webchat, online forums, and social media.
  • Providing a premium experience to Gigaclear customers and internal stakeholders, taking ownership of queries through to resolution and whenever possible looking to resolve at first contact.
  • Providing reactive and proactive customer communications through written and verbal case management.
  • Supporting the booking of installations, ensuring all parties are aligned so we deliver a first-class service experience either through our own engineers or that of 3rd party contractors.
  • Meet agreed individual and team KPIs including customer satisfaction and related service level agreements.
  • Review and assist with managing failed customer visits, ready for service issues (RFSI) and failed installations through to a successful outcome with varying teams.
  • To assist in escalation and complaint management, with support from the Customer Operations management team.
  • Building relationships, supporting and liaising with all internal departments as required, enabling everyone involved to deliver a premium customer experience in all instances.
  • Managing own workload effectively and supporting team when needed.
  • Taking ownership and personal accountability of any queries or issues that are raised.
  • Providing timely and proactive updates and information to customers, avoiding the need for repeated contacts to Gigaclear. Ensuring they are delivered within any agreed SLAs.
  • Developing own knowledge of Gigaclear products and processes, providing feedback to the management team to help make improvements, when required.
  • Maintain all CRM and other related systems, ensuring information is updated in a clear and concise manner at every touch point.
  • Be an ambassador of the Gigaclear brand, turning around any negative experiences through listening, displaying empathy with a calm and methodical approach, in turn delivering premium customer service.

Desired skills

  • Proven experience in the delivery of premium customer service within a varied and dynamic environment.
  • A disciplined approach to problem solving – taking ownership of issues and ensures quality processes are maintained.
  • Telecommunications, logistics and field service delivery experience would be advantageous.
  • Knowledge of Microsoft Office 365, in particular; Outlook, Excel, Word.
  • Strong interpersonal skills allowing effective communication with internal and external stakeholders at all levels.
  • Exceptional verbal and written communication skills.
  • Methodical and disciplined approach to problem solving with the ability to remain calm under pressure.
  • Excellent organisational skills, a self-starter and able to undertake tasks on own initiative.
  • Proven ability in complaints handling with the ability to remain positive and turn negative situations around.
  • A strong and confident communicator with the ability to negotiate.
  • Excellent time-management skills, with the ability to work under pressure, assimilating information quickly and acting decisively in an environment of changing priorities.

Personal qualities

  • Bright and eager to learn
  • Willing to follow instruction
  • Enthusiastic and helpful

Desired qualifications

  • 5 GCSEs at grades A*-C/9-4 or Level 2 equivalents including English and maths.

Future prospects

  • This is an great opportunity for the applicant to gain excellent Customer Service experience in a live working environment.

Things to consider

  • All applications must be made through Apprenticeship vacancies. Do not contact the employer direct as this may result in your application not being considered.
  • Please google the location prior to applying
  • Apprentices are paid for their normal working hours and training that's part of their apprenticeship
  • The Apprenticeship National Minimum Wage guide (ANMW)
  • You will be employed by Inspire ATA, and be placed at Gigaclear for the duration of your apprenticeship.

Training to be provided

  • Customer Service Practitioner level 2 (Standard)
  • Functional Skills if required
  • Knowledge, skills and behaviours
  • End Point Assessment
  • Training in workplace, 20% off the job training

Safeguarding Statement:

Inspire ATA Ltd is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment.We particularly welcome applications from under represented groups including ethnicity, gender, transgender, age, disability, sexual orientation or religion.