Customer Support Specialist Apprentice

Summary

Fidelity EPoS are looking for an enthusiastic, customer service driven person to perform a first line support role. A keen interest in technology is important however a customer service first attitude is key to this role. The successful candidate will need a calming nature under pressure.

Annual wage: £12,480 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday - Friday, 8.30am - 5.00pm.
37 hours 30 minutes a week
Possible start date: Tuesday 28 January
Duration: 1 year
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

Inbound support

Respond to inbound support enquiries promptly, with accuracy, and attention to detail.
Record all enquiries, communication, and information in Zoho, SharePoint or relevant systems to assist you and colleagues with the best resolution and collaborative effort.
Make use of data within our systems to achieve our best results and manage enquiries and communication to our customers.
Ensure you are focused and efficient following the support processes for your allocated role in the helpdesk

Proactive support

Manage and support the backlog of issues within SLA and communicate with our customers managing expectation.
Take responsibility for enquiries allocated to you and their resolution or management within SLA. Ensuring you are proactive in giving our customer the best service.
Escalate enquiries on a course to exceed SLA or damage customers expectation.
Create proactive and longer-term solutions to frequent issues or issues that could be prevented by:Request or arrange training
Request or arrange documentation
Request or arrange hardware or software upgrades
Request or arrange system configuration changes
Request or arrange software development changes

Where you’ll work

Unit 5

Priory Tec Park

Saxon Way

Hessle

HU13 9TP

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

MCARTHUR DEAN TRAINING LIMITED

Your training course

Customer service practitioner (level 2)

Equal to GCSE

Course contents

Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
Demonstrate patience and calmness.
Show you understand the customer’s point of view.
Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
Maintain informative communication during service recovery.

Your training plan

Level 2 Customer Service Practitioner Apprenticeship Standard:

Functional skills in maths and English (if required)
End-Point Assessment (EPA)
One to one tutor assessor support in the workplace
Attending weekly classes covering health and safety and equality and diversity and working towards completing the EPA

Requirements

Desirable qualifications

GCSE in:

English and Maths (grade GCSE - grades 4/C)

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
IT skills
Attention to detail
Organisation skills
Customer care skills
Administrative skills
Analytical skills
Logical
Team working
Creative
Initiative

About this company

We are experts in electronic point of sale for retail and hospitality businesses across the UK. Our EPoS solution will help you make business improvements, increase your profitability and improve your customer experience. We work with medium-sized single-site businesses and medium and large multi-site organisations or groups. If you have a mix of hospitality and retail, even better, you are in the right place.

After this apprenticeship

The successful candidate will be given the opportunity of full-time employment upon completion of the apprenticeship and potentially progression onto Business Admin Level 3

Ask a question

The contact for this apprenticeship is:

MCARTHUR DEAN TRAINING LIMITED

Julie Curtis

julie@mcarthurdean.co.uk

01482 210093

The reference code for this apprenticeship is VAC1000286066.

Apply now

Closes in 25 days (Tuesday 14 January at 11:59pm)

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