Apprentice Customer Care Executive

Summary

Restore Information Management are seeking highly motivated individuals to join our busy team. You will play a pivotal role in maintaining client relationships, resolving queries, and identifying opportunities. Working on a shared portfolio, you will take ownership & accountability for assigned queries, ensuring exceptional service & satisfaction.

Wage: £26,500 a year
Minimum wage rates (opens in new tab)
Training course: Customer service specialist (level 3)
Hours: Monday to Friday 8.30am to 5.00pm
40 hours a week
Possible start date: Monday 17 March
Duration: 1 year 3 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

We are seeking a highly motivated Account Manager to join our team and oversee a portfolio of accounts. You will play a pivotal role in maintaining client relationships, resolving queries, and identifying opportunities to maximize revenue across the Restore PLC portfolio. Working on a shared portfolio, you will take ownership and accountability for assigned queries, ensuring exceptional service and satisfaction.

This position requires collaboration with the Service Delivery, Regional Customer Care Teams, and National Account Managers, making you the first escalation point for customers while managing a large shared list of accounts.

Protect and retain client accounts to maintain strong customer relationships
Ensure key performance indicators (KPIs) are consistently met
Respond to customer inquiries promptly and effectively
Accurately report critical information to your line manager
Coordinate resolution plans across various Restore departments

Start dates and conditional offers are subject to DBS and criminal record checks being cleared.

Where you’ll work

Connect 84 DC3c Integra

61

Bowburn

Durham

DN6 5NP

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

SEETEC BUSINESS TECHNOLOGY CENTRE 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

On the job training delivered by the employer
Apprentices without Level 2 English and maths will need to achieve this level prior to taking the end point assessment
For those with an education, health and care plan or a legacy statement
The apprenticeships English and mathematics minimum requirement is Entry Level 3
Allocation of an apprenticeship delivery coach who will carry out regular training
Assessment and support visits to ensure you acquire new learning, knowledge skills and behaviours to progress and develop
Identify, track and support 6 hours off the job training activities
Quarterly formal progress review meetings, identifying learning achievements and next steps

Requirements

Essential qualifications

GCSE in:

Maths and English (grade A*-C/ 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
Presentation skills
Administrative skills
Logical
Team working
Initiative

Other requirements

Start dates and conditional offers are subject to DBS and criminal record checks being cleared.

About this company

Restore PLC use over 30 years’ experience to provide information management to over 6000 customers across the UK, who trust us with over 22 million boxes of their valuable data and to process over 1 million mail items per month.

http://www.restore.co.uk/informationmanagement (opens in new tab)

Company benefits

• Life assurance scheme • Employee Assistance programme • Annual leave entitlement • Pension % • High street discount programme

After this apprenticeship

For the right person this role will open up other opportunities within various departments in Restore PLC.

Ask a question

The contact for this apprenticeship is:

SEETEC BUSINESS TECHNOLOGY CENTRE LIMITED

Apprenticeship Recruitment Team

apprenticeships@seetec.co.uk

The reference code for this apprenticeship is VAC1000300888.

Apply now

Closes in 26 days (Monday 3 March at 11:59pm)

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