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Available opportunity

Customer Experience Apprentice

Salary

£220 per week

Opportunity type

Apprenticeship

Available hours

40 hours per week

Closing date

Job Description

Purpose of role:

A Customer Experience Associate is a critical part of our mission to deliver timely, accurate and professional customer service to all customers.

Customer Experience Apprentices will assist customers via, email, chat and phone calls. Apprentices will utilise a variety of software tools to navigate customer accounts, research and review policies and communicate effective solutions.

Responsibilities:

Learning to apply a range of skills in order to provide an excellent service to:

  • Customers including responding customer to emails & Online ‘Live Chat’, Processing online payments and assisting with some basic administrative duties
  • Learning to work effectively as part of a team as well as on own initiative, developing excellent communication skills
  • Learning to deal with all queries in an effective and efficient way
  • Learning how to accurately maintain records, both manual and computerised
  • Meeting agreed to targets and helping to support the delivery of the team’s objectives
  • Effectively using business IT platform and internet services as appropriate
  • Gaining a good understanding of the procedures and policies
  • Maintaining excellent levels of attendance at college/tutor sessions

Security

  • Comply and familiarise yourself with current and updated security procedures
  • Take responsibility for protecting the company against fraud or theft

Continuous Improvements

  • Active involvement with Company Continuous Improvement (CI) initiatives
  • Regularly uses company intranet to communicate effectively to others

Learning and Growth

  • Study towards a Level 2 Qualification as a Customer Service Practitioner
  • Complete agreed staff training, appraisals and personal development plans

Reports to the Line Manager first and Operations Director. Working alongside: Commercial teams, Warehouse, Accounts, IT & Purchasing

There may be other tasks that are deemed appropriate by your line manager that is a requirement of your position that is not listed within this job description.

Skills Required

  • Able to work to deadlines with good time management
  • Able to work independently, and part of a team
  • Ability to use initiative
  • Ability to work speedily and accurately
  • Working as part of a team
  • GCSE Maths grade A-C (4-9)
  • Some experience of working with Microsoft Office & Excel
  • Interest in tech products

Personal Qualities

  • Attention to detail
  • Punctual & reliable
  • Sense of urgency
  • Willingness to learn
  • Well organised with the ability to multitask

GCSE Grade C (4/5 or higher) for English & Maths. ICT is recommended but not essential