Customer Service Apprentice EXERTIS (UK) LTD

The Customer Service Advisor is the first point of contact for all queries to the Customer Service department, ensuring that a high quality of service is delivered at all times to both our external and internal customers

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 30 Sep 2017

Apprenticeship summary

  • Weekly wage

    £198.40

  • Working week

    Monday to Friday

    Total hours per week: 40.00

  • Apprenticeship duration

    12 months

  • Possible start date

    02 Oct 2017

  • Date posted

    31 Aug 2017

  • Apprenticeship level

    Intermediate Level Apprenticeship

  • Reference number

    VAC091059414

  • Positions

    1 available

Key Responsibilities

  • To be the first point of contact for all queries to the Customer Service department, ensuring that a high quality of service is delivered at all times to both our external and internal customers
  • Managing own performance against key performance indicators including but not limited to; call and email activity, response times, ticketing system management, adherence to the returns process, courier claims process - within the guidelines set by the Customer Service General Manager
  • Maintaining profitable relationships between Exertis, its'; customers and third party service providers such as couriers. Ensuring that high levels of service are provided at all times
  • Ensuring compliance with ISO processes, escalating changes or deviations through the appropriate channels and using the correct version of all documentation
  • Processing all transactions in accordance with the company policy - escalating 'out of policy'; issues to the General Manager
  • Taking accountability for opportunities and training to develop skills, knowledge and behaviour according to the personal development plan (PDP) agreed with the Customer Service Team Manager / Team Leader
  • Maintaining a high performing work ethic in line with company values and management expectations
  • Resolving internal and external issues promptly and professionally - escalating to the Customer Service Team Leader / Manager where necessary
  • Working towards performance objectives agreed with the Customer Service Team Manager / Team Leader and taking appropriate action on any feedback on performance
  • Demonstrating high levels of motivation to drive towards key performance indicators on a daily, weekly and monthly basis contributing towards consistently high levels of team morale
  • Attending side by side coaching sessions with the Customer Service Team Leader / Manager. Agreeing and completing SMART objectives to increase productivity and improve performance in line with Exertis quality standards
  • Attending daily team meetings to learn about important messages to set themselves up for the day ahead
  • Building internal relationships to encourage synergy with other departments such as Commercial, Sales,Credit Control and Logistics? Demonstrating strong awareness of and commitment to Ethics and Compliance and the Group Business Conduct Guidelines.

Requirements and prospects

Desired skills

  • Demonstrating initiative
  • Prioritising and organising work load
  • Adapting to change

Personal qualities

  • Punctual
  • Well presented
  • Friendly
  • Professional

Qualifications required

  • 5 GCSE';s or Equivalent at grades A*-C including Maths and English

Future prospects

This could lead to a full-time permanent position upon completion of the apprenticeship programme.

About the employer

Welcome to Exertis, one of Europe';s largest and fastest growing technology distribution and specialist service providers. We partner with 360 global technology brands and over 28,850 retailers and resellers.

Employer

EXERTIS (UK) LTD

Address

Altham Business Park

Shorten Brook Way

Accrington

BB5 5YJ

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Training provider

  • Level 2 NVQ in Customer Service

Apprenticeship framework

Customer Service

Training provider

NELSON AND COLNE COLLEGE

Applications for this apprenticeship are being processed by Nelson & Colne College

Contact

Aaron Hamilton


Other information

The current National Minimum Wage for an apprentice is £3.50 an hour. This rate applies to apprentices under 19 and those aged 19 or over who are in their first year. Apprentices must be paid at least the minimum wage rate for their age if they are aged 19 or over and have completed their first year. The minimum wage rates are £5.60 an hour for 18-20 year olds and £7.05 for anyone aged 21 and over. Apprentices are paid for their normal working hours and training that’s part of their apprenticeship (usually one day per week).

Employer's Application Instructions

Apply via GetMyFirstJob - applications come through to the provider, are prescreened by a telephone interview.


This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 30 Sep 2017