Customer Service Apprentice

Apprenticeship Preventx Ltd; Sheffield; On-site; GBP 16,000 - GBP 20,000; Full time

Job summary

A customer service company in Sheffield is seeking a Customer Service Apprentice to enhance their skills in a structured learning environment. You will be responsible for managing customer queries and ensuring high levels of service delivery. This role involves call handling, administration tasks, and the completion of a Customer Service Practitioner level 2 apprenticeship. The company guarantees support and development to aid your professional journey within the customer service sector.

Benefits

Mentoring and support

Structured learning and development programme

Qualifications

• Must have a full UK driving license.
• Must be at least 18 years of age.
• Capability to achieve GCSE qualifications during initial assessment.

Responsibilities

• Manage all customer queries and complaints effectively.
• Answer high volumes of calls within agreed targets.
• Process requests via Amey's software.
• Monitor web events and run regular reports.
• Provide management reports and assist in training delivery.

Skills

Customer service

Attention to detail

Communication

Administration

Education

Entry level 3 in Maths and English or equivalent

Job description

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

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 contractors.
• 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 clients and on-site staff.
• Escalating customer requests / queries / complaints as appropriate.
• Understanding relevant contract response times and Service Level Agreements in the transacting of queries/requests/complaints.

• 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 for existing and new clients.
• Proactively following up to see cases through to completion, and making proactive outbound telephone calls.
• Ensuring a high level of attention to detail in all work tasks, i.e., cases, reports, requests.
• Adhering to Amey company policy and Customer 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 analysis 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.

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 licence.

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.

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

About the Training

As part of your apprenticeship, you will be enroled 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.

About the Employer

Amey is a leading infrastructure services and engineering company. Our 11,000 people are behind the critical services the country relies on every day and we each take personal pride in our public service. Our unique engineering and operations experience, together with data driven insight from our consulting business, delivers better results for our clients. We are trusted partners of Government – both national and local – managing assets and complex projects that are vital to the country.