Customer Service Apprentice

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We are excited to offer a fantastic opportunity for a Customer Service Apprentice to join our Sheffield Local Authority account based in Sheffield.

Starting Salary: £25,536.00 (Subject to review)

Location:

Ecclesfield Depot, Sheffield, S35 9YR

Working hours per week:
Monday - Friday 8:00 - 4.30. 40hr/week

As part of your apprenticeship, you will be enrolled onto a Customer Service Practitioner level 2 apprenticeship which will take approximately 15 months to complete. You will be fully supported by our partnered college to achieve this qualification, having 1-2-1 advice and support, e-learning materials, and a whole team of experts on hand for advice and technical knowledge at your office.

Join our vibrant, inclusive community in Sheffield Local Authority working on diverse projects that make a real positive impact across the UK.

The contract has already transformed 75 per cent of the city’s roads within the first five years, turning them from some of the worst in the country to the best. We are now maintaining the infrastructure at its improved standard for the remaining years of the contract.

We are improving and maintaining 1,180 miles of road, 2,050 miles of pavement, 68,000 streetlights, 36,000 highway trees, 28,000 street signs, 72,000 drainage gullies, 480 traffic signals, 18,000 items of street furniture, 2.9 million sqm of grass verges and over 600 bridges and highway structures.

What you will do:

The main purpose of the Customer Service Operator is to deliver effective and efficient customer facing services, by processing maintenance, undertaking compliance related tasks and resolving customer requests/queries/complaints.

Management for all customer queries/requests/complaints received in Customer Services from Amey employees, clients and contracts.

Answering high volumes of calls within agreed targets for each contract.

Ensuring excellent levels of customer service and service delivery are maintained and exceeded

Process calls, e-mail, and web requests via Amey’s chosen software.

Job ownership of all processed requests through to completion. This will include progress chasing and liaison with client and on-site staff.

Escalating customer requests / queries / complaints as appropriate.

Understanding relevant contract response times and Service Level Agreements in the transacting of customer queries/requests/complaints.

General Customer service activities

General Administration tasks that are required for normal functioning and out of scope projects for Customer Services.

Completion of all shift responsibilities such as, monitoring of web events, e-mail events, and external web applications systems and running of daily/weekly/monthly reports.

Demonstrate confidence in daily responsibilities and system use to existing and new clients.

Proactively following up to see cases through to completion, and making proactive outbound telephone calls.

Ensuring high level of attention to detail in all work tasks, i.e., cases, reports, requests.

Adhering to Amey company policy and Customers Services processes.

Record and report any ‘non-compliance’ issues to a Team Leader/Manager as soon as practicable.

To provide regular management information reports as and when required.

Assist in the delivery of targeted Customer Services training to new employees as and when required.

Assistance in the creation and analysation of performance/improvement reports, to be sent to the Customer Services Manager at the end of each month.

Scheduling responsive and planned appointments for field-based operatives across the business.

What you will bring:

If you do not have GCSE/functional skills qualifications, you must achieve a minimum of entry level 3 in Maths and English during initial assessment

Full UK driving license.

Multi-tasking in a fast-paced environment.

Excellent interpersonal skills.

The ability to work under pressure and deliver within tight deadlines, to prioritise own workload and work with initiative.

Exceptional organisational skills particularly in time and diary management.

Applicants must be at least 18 years of age to be eligible for consideration, due to the nature of the work…