Level 3 Customer Service Specialist Apprentice

Summary

An excellent opportunity to gain customer service experience with a busy enforcement agency, dealing with debtors, instructing clients and enforcement agents.

Annual wage: £13,440 a year
Minimum wage rates (opens in new tab)
Training course: Customer service specialist (level 3)
Hours: Monday - Friday, shifts to be confirmed.
35 hours a week
Possible start date: Thursday 26 September
Duration: 1 Year 3 Months
Positions available: 1

Work

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

What you’ll do at work

Negotiate payment arrangements with debtors referring appropriate cases to the Vulnerability Team
Assist debtors to make card payments via our online payment facility
Actively pursue debtors for payment via pro-active phone calls where contact numbers are available
Maintain the Enforcer database by accurately recording all interactions and the outcomes
Deal with telephone queries, email, live webchat and correspondence from debtors, EA’s and clients
Allocate work to EA’s
Take follow up action on EA reports e.g. DVLA enquiries, company house searches etc.
Trace absconded debtors using online tracing applications, social media etc.
Use of credit bureau data to identify cases suitable for insolvency and charging order proceedings

Where you’ll work

UNIT 7

WHITE OAK SQUARE

LONDON ROAD

SWANLEY

BR8 7AG

Training

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.

College or training organisation

REWARDS TRAINING RECRUITMENT CONSULTANCY LIMITED

Your training course

Customer service specialist (level 3)

Equal to A level

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

Your training plan

Level 3 Customer Service Specialist Apprenticeship Standard
Functional Skills Qualification in English & maths (Level 2) if required
Personal Learning & Thinking Skills
Employment Rights & Responsibilities

You will have monthly meetings with your trainer via video call, during working hours.

Your employer will also allow you time, during working hours, to work towards your apprenticeship

Requirements

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

IT skills
Organisation skills
Resilient
Confident
Pro-active
Driven

About this company

Established in 1980 Whyte & Co is a progressive civil enforcement company whose management team have many years of experience within the enforcement industry.

https://www.whyte.co.uk/ (opens in new tab)

After this apprenticeship

Good prospects of a full-time position subject to satisfactory performance

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