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Customer Service Representative Apprentice

Location London Salary £18, 137 PA

The Opportunity:
Our client is seeking enthusiastic, reliable and bright candidates wishing to gain knowledge and experience in frontline customer service.

The Level 3 Customer Service Specialist Apprenticeship that we are offering, will allow you to kick-start your career in an industry that is constantly evolving, dynamic and transformational.

The steps you take will provide you with valuable first-hand experience, knowledge, skills and qualification to help really drive your career forward. We are here to guide and support you every step of the way!

The service team is a seamless extension of the company’s brand, committed to service excellence and passionate about delivering relationship-based service, rather than transaction-based interactions. The company aims to provide high-touch experience for their customers each and every time, personifying what it means to be a trusted advisor in answering questions, solving problems and recommending plans and upgrades that meet customer needs.

The purpose of this role is to deliver exceptional customer experience to consumer and business clients, breaking the mould from the telecom industry’s notoriously poor customer service.

Due to the critical nature of the company’s infrastructure, a Customer Service Representative will need to work both quickly and carefully by providing front line technical support to their customers; turning a potentially unhappy customer into a happy one.

As an Apprentice Customer Service Representative, you will gain the knowledge and understanding required to run through all potential questions and concerns which may come from customers, and to understand how best you are able to help them and potentially rectify their concerns.

About the company:
Our Brand purpose is: ‘Better internet for everyone’…

How do YOU deliver this?
We take pride in our work. We are passionate about what we do, but don’t take ourselves too seriously. We use smart simplicity and a little bit of cheekiness to create disruption.

We have high standards. We deliver a service that is fast, reliable and fairly priced. We strive to exceed expectations, managing the needs of our customer now and for the future… The behaviours we exhibit to bring our strategy to life are:

•WE ARE SAVVY: We are agile, focused and we outsmart the competition.
•WE ARE AUDACIOUS: We are willing to take on what others deem impossible and stand for our beliefs.
•WE ARE JUST: We are fair and trustworthy, we don’t make claims that can’t be substantiated.

We are an equal opportunities employer that values diversity in our team, we welcome applications from all backgrounds.

About the role:
Full availability/ Flexibility will be required as the customer services team work a rotating shift pattern, this including some weekend work to provide the coverage our customers require.

Duties and Responsibilities:
•Gain the knowledge and understanding required to take inbound customer queries over the phone, email, and eventually social media and chat.
•Gain the knowledge and understanding required to adhere to strict GDPR compliance.
•Gain the ability to troubleshoot technical issues with customers.
•Gain the ability to handle billing queries.
•Gain the skills required to organise installations and service calls with the field based engineers.
•Gain the skills required to liaise with other departments to ensure customer issues are resolved as soon as possible.
•Gain the ability to positively impact on Customer retention.
•Gain the ability to advise customers and prospective customers on the product and services that fit their needs so they get the best out of their full fibre connection.

Start date: As soon as possible
Reporting to: Customer Service Supervisor & Head of Customer Service
Salary: £8.72 p/hr or £18,137.60 per annum

Working hours: 40 hours across 5 days, days varied

Location: London

Personal Specification:
•Ideally seeking candidates to have at least a Grade C or above in Maths and English and a keen interest in the field/area.
•Desire to work in an agile, fast paced environment and go the ‘extra mile’ to support the delivery of a great customer experience.
•Be a self-starter
•Be open, honest, and transparent.
•Excellent attention to detail.
•Love learning and developing new skills.
•Resilience and empathy for people.
•Remain nice and calm under pressure
•Have a genuine interest in technology.

Measured on:
The Customer Services Team are measured on:

•Positive CSAT /RSAT - Trustpilot, NPS scores
•First call resolution
•Quality Assurance targets
•AHT on calls
•Away Time

Our client is an equal opportunities employer that values diversity in their team, they welcome applications from all backgrounds.

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