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Customer Service Specialist Apprentice
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About the Role
The post holder is expected to effectively carry out various administration and support tasks in the efficient delivery of excellent customer service to all service users (tenants, landlords, and letting agents).
About Us
We are TDS. We were established in 2003 to operate tenancy deposit schemes across the UK and to provide dispute resolution services in relation to tenancy deposits.
We now operate tenancy deposit schemes in England and Wales, Scotland, and Northern Ireland from our head office in Hemel Hempstead and our other offices in Glasgow and Belfast.
In 2022 we also launched the New Homes Ombudsman Service. We are collaborative and forward-thinking with our colleagues and customers at the heart of everything we do. With our proven success, it is necessary to expand our team to ensure the services we offer continue to make a difference.
Principal Responsibilities
- Provide excellent customer service to all service users and clients
- Answer incoming telephone calls from tenants, landlords, and letting agents
- Respond to enquiries via the email inbox
- Resolve customer enquiries on the first contact
- Manage cases to a conclusion
- Update and maintain customer database and other relevant in-house systems
- Handle data sensitively
- Complete admin/ad-hoc tasks as required
About the Apprenticeship
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
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
- Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
- Business focused service delivery: 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
- Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
- Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
- Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
- Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
- Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
- Providing a positive customer experience: 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
- Working with customers/customer insights: 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
- Customer Service performance: 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
- Service Improvement: Make recommendations based on your findings to enable improvement
- Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
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An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.
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Essential Qualifications
- GCSE in:
- Maths and English (grade 4/C or above)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Earnings
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
Career Progression
All job roles are advertised internally and upon successful completion of the apprenticeship, the apprentice will be eligible for a suitable position within the company should there be a vacant role.
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