Customer Support Analyst Apprentice - 12021 XN LEISURE SYSTEMS LIMITED

To use sound judgment and take decisions within established procedures for each service request including logging, processing and follow-up, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximize customer satisfaction.

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Closing date: 30 Sep 2017

Apprenticeship summary

  • Annual wage

    £8,500.00

  • Working week

    9am-5:30pm, Monday-Friday

    Total hours per week: 37.50

  • Apprenticeship duration

    15 months

  • Possible start date

    02 Oct 2017

  • Date posted

    06 Jul 2017

  • Apprenticeship level

    Advanced Level Apprenticeship

  • Reference number

    VAC001269529

  • Positions

    1 available

To work as part of a team delivering a first class, professional customer service in a 1st line support position.  

Responsibilities

  • Logging and progressing 1st line Support Calls
  • Follow up “customer care” calls
  • Promote the latest products and services to the customer base
  • Logging calls from emails onto the support desk system
  • Maintaining remote access/support documents and customer records on CRM
  • Set, maintain and exceed customer service standards 
  • To encourage feedback on services provided and recognize the changing needs of the service, and make recommendations to your line manager for service improvements
  • To progress all outstanding calls and ensure they are resolved within the relevant time scales

Requirements and prospects

Desired skills

Qualities/ essential requirements 
•    Confident
•    Focused
•    Passionate
•    Dedicated
•    Team player
•    Excellent communicator
•    Hard worker

Personal qualities

Someone with an enthusiastic and professional attitude and a commitment to learning new skills.

Qualifications required

3 x GCSE (or equivalent) at grades A-C in any subject plus GCSE English and Maths (or equivalents) at grade D or above

Future prospects

Benefits Potential full time role at the end of the season

About the employer

Xn Leisure Systems Limited (Xn) is a company demonstrating over 4 decades experience in delivering award winning IT solutions within the leisure sector, with thousands of users who benefit from partnering with an organisation offering a wealth of industry knowledge and expertise. Xn is engaged in a program of continuous strategic investment in people, product development and services. Xn mirrors the friendly, people-orientated nature of the leisure sector whilst stimulating innovation and focused performance amongst our personnel. Xn’s Mission Statement: “Xn Leisure aims to ensure adding value is at the heart of our vision to be a partner, not just a supplier, within our sector and realise it is people and relationships, built on integrity and commitment that provides customer loyalty.”

Employer

XN LEISURE SYSTEMS LIMITED

Address

85D

Park Drive

Abingdon

OX14 4RY

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Training provider

Approximately 11% of training takes place in the QA learning centre classroom. 9% is done in the workplace, through online training, face-to-face meetings with your QA Technical Skills Coach, or developing your portfolio. The remaining time will be spent on your workplace activity.

Apprenticeship standard

Digital Industries > Infrastructure Technician

Training provider

QA LIMITED

Applications for this apprenticeship are being processed by QA Limited

Contact

0345 074 7825 apprenticeships@qa.com


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Closing date: 30 Sep 2017