Apprentice Customer Experience Advisor

Overview

Join Johnson Controls and dive into the world of fire and security technology! We’re talking fire detection, security alarms, CCTV and access control. All the cool stuff that keeps people safe.

Based within our Customer Support Centre in Central Manchester, our Apprentice Customer Experience Advisor will learn all areas of customer support to master the full customer experience. If you are passionate about creating phenomenal customer experiences, this is the apprenticeship for you.

• You will be working within our Business to Business (B2B) customer enquiries team where they support our customers. In this role you will be responsible for being the initial face of our business by answering inbound calls from our customers
• You will also be working in our B2B complaints team. In this role you will be responsible for managing and resolving customer issues, ensuring high satisfaction levels through effective communication and problem-solving skills while maintaining positive client relationships
• You’ll ensure that all enquiries are handled efficiently and with a customer first approach. You’ll work alongside a number of customer service departments to resolve any queries and to ensure our customers receive the very best service from Johnson Controls
• Working within a team of experts you will be provided with on-going training and fantastic career progression opportunities, you will become a product and brand expert enabling you to forge a lasting and rewarding future, with a market-leading brand in a secure and expanding marketplace
• Promoting the brand to all existing and potential customers and providing accurate information on product, policies, and procedures
• Updating our Customer Relationship Management systems to ensure we retain accurate and timely information needed to resolve queries quickly
• Supporting customers through periods of dissatisfaction, offering high effective problem-solving skills needed to de-escalate and resolve dissatisfaction
• Liaising with customers who are raising a complaint or wanting to cancel their contract via a variety of communication methods to resolve the customers issues and retain their business
• Feeding back outcomes to ensure that pro-active steps are taken to improve the customer journey