Digital Response Apprentice

Summary

Engage with our client’s customers to understand their personal circumstances and recommend the best course of action - whether that is agreeing a repayment plan, signposting to free debt advice or dispute resolution.

Wage: £22,308 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday - Friday, 8.00am - 6.00pm & Saturday, 9.30am - 12.30pm
37 hours 30 minutes a week
Possible start date: Monday 10 March
Duration: 1 year 5 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

Manage contact via email, Whatsapp, Web chat and conversational SMS within Contact Centre environment
Proactively Negotiate payment offers via email, whatsapp, web chat and SMS
Assist with the handling of client and customer queries
Effectively process and respond to customer post
Communicate effectively with customers and 3rd parties in writing and act appropriately where the customer may be suffering financial hardship & require clear and easy to follow directions
Ensure negotiations are conducted within compliance guidelines set down by governing & regulatory bodies
Work to achieve monthly Key Performance Indicators on an individual basis

Where you’ll work

CREDIT RESOURCE SOLUTIONS

G MILL

DEAN CLOUGH MILLS

HALIFAX

HX3 5AX

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

INTEC BUSINESS COLLEGES 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

Customer Service Practitioner Level 2 Apprentice Standard
End Point Assessment
Level 2 Functional Skills in English & maths if required
Training will be delivered with a blend of online & onsite assessor visits every 4 - 6 weeks

Requirements

Desirable qualifications

GCSE or equivalent in:

English (grade A* - C / 9 - 4)
Maths (grade A* - C / 9 - 4)

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

Customer care skills
Excellent Communication Skills
Strong IT Skills
Confident using IT Systems
Conscientious and hard working
Excellent Team Player
Self Motivated
Can work independently
Can work as part of a team
Excellent verbal communication
Fast paced environment
Motivated to achieve targets
Strong customer focus

Other requirements

This role is office based - Hybrid working is not available. Enhanced employers pension contributions, Enhanced maternity & paternity leaves, A day off for your birthday, Free breakfast on a Monday & Friday, Employee wellness scheme, Free onsite parking.

About this company

CRS are an award winning, innovative UK Debt Collection Agency who work on behalf of some of the largest UK financial services companies. We differentiate ourselves within the marketplace by having unparalleled technology, systems and people. Due to continuous growth, we are looking for excellent people to join our team

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

After this apprenticeship

Career progression includes Team Leader and Team Management Progression on successful completion of the Apprenticeship

Ask a question

The contact for this apprenticeship is:

INTEC BUSINESS COLLEGES LIMITED

Tracey North

tracey.north@intecbusinesscolleges.co.uk

07580997408

The reference code for this apprenticeship is VAC1000301782.

Apply now

Closes in 11 days (Thursday 6 March at 11:59pm)

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