Customer Service Centre Apprenticeship

Job Description

Reporting to Team Leader, you will support the Customer Service Centre Manager and Team Leaders to ensure the delivery of a highly customer focused and cost-effective customer service.

What you'll do at work:

• Be responsible for handling a variety of customer enquiries via the telephone, digital channels and electronically, responding to service requests and conducting surveys
• Liaise with internal and external colleagues and customers, promoting the CSC and the organisation positively
• Receive customer service and repairs enquiries, over the telephone, digital and electronically; diagnosing problems, advising customers, arranging appointments, liaising with colleagues and contractors as appropriate and taking payments in accordance with quality and performance standards.
• Keep accurate records and updating systems to enable reporting against performance indicators
• Take ownership and responsibility for dealing with customer enquiries through to a satisfactory resolution within performance targets

Where you'll work:

Unit 4040
Lakeside
Birmingham
West Midlands
B37 7YN

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider:
SOLIHULL COLLEGE AND UNIVERSITY CENTRE

Training course:
Customer service specialist (level 3)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents

• Business focused service delivery:
  • Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
  • Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
  • Find solutions that meet your organisations needs as well as the customer requirements
• Providing a positive customer experience:
  • Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
  • Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
  • Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
  • Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
  • Demonstrate a cost conscious mind-set when meeting customer and the business needs
  • Identifying where highs and lows of the customer journey produce a range of emotions in the customer
  • Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
• Working with customers/customer insights:
  • Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
  • Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
• Customer Service performance:
  • Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
  • When managing referrals or escalations take into account historical interactions and challenges to determine next steps
• Service Improvement:
  • Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
  • Make recommendations based on your findings to enable improvement
  • Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice