Customer Service Apprentice - Greenford

GLOBAL BANKING SCHOOL LTD

Greenford, UB6 0HE

Closes in 17 days (Wednesday 9 October)

Posted on 11 September 2024

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Contents

Summary

As a Customer Service apprentice, you will be trained to provide excellent customer service by managing and responding to inbound queries from students. The role will offer a great opportunity to learn the fundamentals of customer service, telephony systems, and collaboration with internal teams.

Annual wage
£18,000 a year

Minimum wage rates (opens in new tab)

Training course
Customer service specialist (level 3)
Hours
Mon-Fri (Times TBC)

40 hours a week

Possible start date

Thursday 10 October

Duration

1 Year 6 Months

Positions available

2

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

Main Responsibilities

  • Learning to handle inbound and outbound queries via telephone and email across UK offices.
  • Assisting in recording customer data accurately in all relevant telephony systems.
  • Developing the ability to resolve student enquiries at the first point of contact ("First Time Fix") and learning how to manage complex enquiries through the SysAid student service portal.
  • Training to provide high-quality service while adhering to operational Service Level Agreements (SLAs).
  • Supporting the wider Customer Services team by helping identify issues and trends in student enquiries, reporting these back to supervisors.
  • Collaborating with the team on various tasks and ad-hoc projects.
  • Learning to identify internal and external resources that may help students.
  • Understanding how to handle confidential information with discretion and escalate more complex issues to specialist staff.
  • Working flexibly, occasionally assisting with evening or weekend shifts, under supervision.

 

Where you’ll work

Global Banking School, Horsenden House, 891 Greenford Road

Greenford

UB6 0HE

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

METAGEDU APPRENTICESHIPS LTD

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

    The successful candidate will complete a Customer Service Specialist Level 3 Apprenticeship standard: -

    Level 3 Customer Service Specialist Standard
    Functional Skills Level 2 in Maths – if applicable
    Functional Skills Level 2 in English – if applicable

    Requirements

    Essential qualifications

    GCSE or equivalent in:

    • Maths (grade 4-9)
    • English (grade 4-9)

    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

    • Communication skills
    • Attention to detail
    • Organisation skills
    • Customer care skills
    • Problem solving skills
    • Administrative skills
    • IT skills
    • Team working

    Other requirements

    Starting salary of £18,000 progressing up to £25,000 upon completion + performance based bonus.

    About this company

    Global Banking School (GBS) is a dynamic and fast growing Higher Education provider with campuses across the UK.  We are a vibrant and diverse family of committed staff bringing life-changing learning to a wider range of communities. Applying evidence-based research and corporate case studies to classroom learning, we provide higher education that has real impact and real world relevance.

    After this apprenticeship

    Excellent progression available within the company. The successful applicant will undertake more responsibilities as the Apprenticeship develops with a strong view to securing permanent employment on completion.

    Ask a question

    The contact for this apprenticeship is:

    METAGEDU APPRENTICESHIPS LTD

    The reference code for this apprenticeship is VAC1000276258.

    Apply now

    Closes in 17 days (Wednesday 9 October)

    When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.

    After signing in, you’ll apply for this apprenticeship on the company's website.