Customer Service Apprentice

Amey Lg Ltd; Sheffield; On-site; GBP 26,000; Full time

Job summary

A leading infrastructure solutions provider in Sheffield is seeking a Customer Service Apprentice. This full-time role involves managing customer queries and delivering exceptional service. The apprenticeship offers support from a partnered college for professional development. Applicants should possess strong interpersonal skills, be organized, and able to multi-task in a busy environment. This position includes a salary of £25,536 and various benefits like training opportunities and holidays.

Benefits

Competitive salary

24 days leave plus bank holidays

Flexible working options

Training opportunities

Pension scheme

Qualifications

• Must achieve minimum of entry level 3 in Maths and English.
• Full UK driving license is required.
• Experience in a fast-paced environment is preferred.

Responsibilities

• Deliver effective customer-facing services for requests/queries.
• Manage customer queries and escalate as needed.
• Process calls and e-mails via company software.

Skills

Excellent interpersonal skills

Organisational skills

Multi-tasking

Education

Entry level 3 in Maths and English

GCSE/functional skills qualifications

Job description

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We are excited to offer a fantastic opportunity for a Customer Service Apprentice to join our Sheffield Local Authority account based in Sheffield.

Starting Salary: £25,536.00 (Subject to review)

Location: Ecclesfield Depot, Sheffield, S35 9YR

Working hours per week: Monday - Friday 8:00 - 4.30. 40hr/week

As part of your apprenticeship, you will be enrolled onto a Customer Service Practitioner level 2 apprenticeship which will take approximately 15 months to complete. You will be fully supported by our partnered college to achieve this qualification, having 1-2-1 advice and support, e-learning materials, and a whole team of experts on hand for advice and technical knowledge at your office.

Join our vibrant, inclusive community in Sheffield Local Authority working on diverse projects that make a real positive impact across the UK.

The contract has already transformed 75 per cent of the city’s roads within the first five years, turning them from some of the worst in the country to the best. We are now maintaining the infrastructure at its improved standard for the remaining years of the contract.

We are improving and maintaining 1,180 miles of road, 2,050 miles of pavement, 68,000 streetlights, 36,000 highway trees, 28,000 street signs, 72,000 drainage gullies, 480 traffic signals, 18,000 items of street furniture, 2.9 million sqm of grass verges and over 600 bridges and highway structures.

What you will do:

The main purpose of the Customer Service Operator is to deliver effective and efficient customer facing services, by processing maintenance, undertaking compliance related tasks and resolving customer requests/queries/complaints.

Management for all customer queries/requests/complaints received in Customer Services from Amey employees, clients and contracts.

Answering high volumes of calls within agreed targets for each contract.

Ensuring excellent levels of customer service and service delivery are maintained and exceeded

Process calls, e-mail, and web requests via Amey’s chosen software.

Job ownership of all processed requests through to completion. This will include progress chasing and liaison with client and on-site staff.

Escalating customer requests / queries / complaints as appropriate.

Understanding relevant contract response times and Service Level Agreements in the transacting of customer queries/requests/complaints.

General Customer service activities

General Administration tasks that are required for normal functioning and out of scope projects for Customer Services.

Completion of all shift responsibilities such as, monitoring of web events, e-mail events, and external web applications systems and running of daily/weekly/monthly reports.

Demonstrate confidence in daily responsibilities and system use to existing and new clients.

Proactively following up to see cases through to completion, and making proactive outbound telephone calls.

Ensuring high level of attention to detail in all work tasks, i.e., cases, reports, requests.

Adhering to Amey company policy and Customers Services processes.

Record and report any ‘non-compliance’ issues to a Team Leader/Manager as soon as practicable.

To provide regular management information reports as and when required.

Assist in the delivery of targeted Customer Services training to new employees as and when required.

Assistance in the creation and analysation of performance/improvement reports, to be sent to the Customer Services Manager at the end of each month.

Scheduling responsive and planned appointments for field-based operatives across the business.

What you will bring:

If you do not have GCSE/functional skills qualifications, you must achieve a minimum of entry level 3 in Maths and English during initial assessment

Full UK driving license.

Multi-tasking in a fast-paced environment.

Excellent interpersonal skills.

The ability to work under pressure and deliver within tight deadlines, to prioritise own workload and work with initiative.

Exceptional organisational skills particularly in time and diary management.

Applicants must be at least 18 years of age to be eligible for consideration, due to the nature of the work associated with this account.

Please note that successful applicants will be required to undergo random drug and alcohol testing in line with our commitment to maintaining a safe and compliant working environment.

Please ensure you upload your certificates, predicted grades, or achieved qualifications with your application, as we will shortlist based on this information.Any offer of employment is conditional upon meeting the required academic criteria. If you experience any issues uploading documents, please contact our People Services team.

Our benefits are designed to help you thrive at work and in your home life. You will have the flexibility to choose benefits and development opportunities that are best for you.

Remuneration - Enjoy a competitive annual salary with the potential for yearly reviews to ensure you’re rewarded for your contributions.

Career Growth: Throughout your programme, you will receive first-class mentoring and a structured learning and development programme to enable your professional and personal development.

Training Opportunities: Unlock your potential with comprehensive training, including fully funded leadership programs tailored to your personal growth.

Holidays - Enjoy 24 days leave plus bank holidays and the opportunity to buy more.

Pension - Generous pension scheme, with extra contributions from Amey.

Flexible working - Work-life balance and flexibility are key for our success. We empower our people to make choices that are right for them, with hybrid, part-time and flexible work patterns open for discussion.

Flexible benefits – Customise your benefits with options such as insurance benefits, Cycle2Work scheme and access to discounted gym membership.

Exclusive Discounts - Access our online portal filled with discounts from leading retailers, healthcare services, and more, helping you save on the things that matter.

Give Back to community - Two Social Impact Days each year, for volunteering and fundraising opportunities.

Family friendly policies for new parents or if you provide care for a dependant.

Membership of our Affinity Networks who connect, support and inspire diverse communities within Amey.

About Amey

We are a leading provider of full life-cycle engineering, operations, and decarbonisation solutions, for transport infrastructure and complex facilities.

>Our purpose is to deliver sustainable infrastructure solutions that enhance life and protect our shared future.

Every day our teams across the UK and internationally do truly important work shaping some of the most complex environments that impact generations to come.

To find out more visit our website amey.co.uk/careers

Application Guidance and Diversity & Inclusion

At Amey we constantly evolve how we work to reflect the different needs and backgrounds of our employees. We welcome applications from all suitably qualified candidates, regardless of their race, gender, disability, religion/belief, sexual orientation, or age. We believe everyone deserves an opportunity to shine.

As a disability confident leader, we’re proud to guarantee applicants with a disability an interview if they meet the minimum requirements for the role.

Please contact our recruitment team at [e-mail] to discuss any access needs, reasonable adjustments or additional support that you may require at any point during the recruitment process.

Apply today

***We may close this vacancy early if we receive sufficient applications. Please apply as soon as possible***