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Customer Experience Apprentice
RUNCORN
£15.1k/yr
Posted 1 day ago
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Role Overview
You will play a pivotal role in ensuring that our customers receive seamless, high-quality support across multiple communication channels, including live chat, email, social media, and phone. This is a fantastic opportunity for somebody just starting out in this sector to develop experience alongside learning.
As an apprentice, you will be responsible for addressing customer enquiries, troubleshooting issues, providing product information, and ensuring an exceptional customer experience.
Key Responsibilities
- Multi-Channel Support: Providing exceptional customer support across a variety of communication channels, including live chat, email, phone, social media platforms (e.g., Facebook, Twitter, Instagram), and self-service portals.
- Customer Engagement: Build strong relationships with customers by offering timely, empathetic, and efficient responses to enquiries. Ensure that each interaction is aligned with company values and enhances the customer experience.
- Problem Resolution: Troubleshoot and resolve a wide range of customer issues, including product enquiries, service concerns, technical support, billing questions, and complaints. Utilise your problem-solving skills to resolve complex issues promptly.
- CRM Management: Use our Customer Relationship Management (CRM) tool Salesforce to manage customer interactions, log support tickets, track case progress, and update customer records.
- Omni-Channel Consistency: Ensure that the customer experience is consistent and seamless across all channels. Resolve issues effectively, regardless of the platform the customer chooses to contact us through.
- Collaboration with Teams: Work closely with cross-functional teams (IT, Claims and Operations) to ensure quick resolution of complex issues. Share insights and feedback to continuously improve the customer experience.
- Feedback Collection: Gather customer feedback during interactions and help identify recurring issues or areas for improvement in processes, products, or services.
- Maintain Performance Metrics: Meet or exceed established performance metrics, including response times, customer satisfaction ratings, first contact resolution, and ticket closure rates.
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Requirements
- Skilled in the use of multiple IT packages and systems relevant to the organisation in order to: write letters or emails, create proposals, perform financial processes, record and analyse data. Examples include MS Office or equivalent packages. Able to choose the most appropriate IT solution to suit the business problem. Able to update and review databases, record information and produce data analysis where required.
- Produces accurate records and documents including: emails, letters, files, payments, reports and proposals. Makes recommendations for improvements and present solutions to management. Drafts correspondence, writes reports and able to review others' work. Maintains records and files, handles confidential information in compliance with the organisation's procedures. Coaches others in the processes required to complete these tasks.
- Exercises proactivity and good judgement. Makes effective decisions based on sound reasoning and is able to deal with challenges in a mature way. Seeks advice of more experienced team members when appropriate.
- Builds and maintains positive relationships within their own team and across the organisation. Demonstrates ability to influence and challenge appropriately. Becomes a role model to peers and team members, developing coaching skills as they gain area knowledge.
- Demonstrates good communication skills, whether face-to-face, on the telephone, in writing or on digital platforms. Uses the most appropriate channels to communicate effectively. Demonstrates agility and confidence in communications, carrying authority appropriately. Understands and applies social media solutions appropriately. Answers questions from inside and outside of the organisation, representing the organisation or department.
- Completes tasks to a high standard. Demonstrates the necessary level of expertise required to complete tasks and applies themself to continuously improve their work. Is able to review processes autonomously and make suggestions for improvements. Shares administrative best-practice across the organisation e.g. coaches others to perform tasks correctly. Applies problem-solving skills to resolve challenging or complex complaints and is a key point of contact for addressing issues.
- Takes responsibility for initiating and completing tasks, manages priorities and time in order to successfully meet deadlines. Positively manages the expectations of colleagues at all levels and sets a positive example for others in the workplace. Makes suggestions for improvements to working practice, showing understanding of implications beyond the immediate environment (e.g. impact on clients, suppliers, other parts of the organisation). Manages resources e.g. equipment or facilities. Organises meetings and events, takes minutes during meetings and creates action logs as appropriate. Takes responsibility for logistics e.g. travel and accommodation.
- Uses relevant project management principles and tools to scope, plan, monitor and report. Plans required resources to successfully deliver projects. Undertakes and leads projects as and when required.
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Benefits
- Your earnings can increase over time with an apprenticeship. Find out about potential future pay.
- Ongoing professional development and growth opportunities.
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Skills
Communication skills
IT skills
Customer care skills
Problem solving skills
Team working
Salesforce
Live chat
Email
Social media
Phone support
Customer Relationship Management