Overview
The Customer Service Apprentice is responsible for dealing with customers over the phone. They will alsp conduct a range of administration duties which support the needs of the business and their customers, not limited to:
i) Answering incoming calls, entering bookings for servicing & repair appointments and responding to any email enquiries.
ii) Phoning existing customers to discuss bookings and contract information – not cold calling.
iii) Processing card payments on our Online Virtual Payment Terminal
iv) Inputting data onto our database and Excel.
v) As the role progresses there will be opportunities to create invoices, carry out basic bookkeeping and reconcile payments made to engineers.
They will also:
- Support the Operations Manager with customer renewals.
- Accept customer orders/payments and positively and promote the Company and its products to increase customer loyalty and contribute to the profitability of the business.
- Support all members of the team to ensure all needs of the business are met.
- The Jobholder will always present a good image to the customer and deal positively with customer complaints, speedily resolving these in the most cost effective way (within scope and where possible), to ensure high levels of customer satisfaction are maintained.
- All duties shall be carried out in accordance with the Company’s policy on Health and Safety.
The Customer Service Apprentice is fundamental to the operation of the business being one of the first points of call for our customers.
The nature of this office based role necessitates the Jobholder to work within a fast paced environment. The job holder needs to be confident and firm but polite on the phone.
At all times, the Customer Service Apprentice will be polite and present a positive image to the customer and take a proactive approach to eliminating and resolving/directing customer enquiries and complaints.
The Jobholders work and working practices will be subject to checks within the Companies Quality Assurance system and as a consequence they will be receptive to sharing best practice, and receiving coaching and training to address skills gaps and development needs.
As a member of the Operations team they will participate in any information gathering exercise/team discussions/meetings or other such initiatives which the Company may instigate to further the best interest of the business.
About the Employer
Specialising in gas repairs and installations First Call Gas has over 20 years experience in the industry making the company an obvious choice for all your heating needs. With engineers covering the entire region First Call can be on hand with little or no notice. Backed by a 24 hour, 365 days a year call centre customers can have peace of mind that help is only a phone call away. Whether it’s the First Call Premier Care Plan you need or that troublesome boiler you want replacing First Call can guarantee the highest of standards. First Call Gas are based in Cleckheaton, West Yorkshire, but we provide all our services including central heating, gas fitting, plumbing, boiler repair and much more throughout Bradford, Wakefield, Huddersfield, Halifax, , Harrogate, Wetherby, York, Morley, Pudsey, and Leeds.
Things to Consider
You will also attend Leeds City College (Printworks campus) once per month, in addition to workplace visits from your Assessor.
Training to be Delivered
Training provider
LUMINATE EDUCATION GROUP
Training course
Customer service practitioner (level 2)
Training schedule
You will also attend Leeds City College (Printworks campus) once per month, in addition to workplace visits from your Assessor.
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