Customer Care Apprentice In Touch Games Ltd

A Customer Care Apprentice is required to provide a high quality standard of customer care to the MFortune & Pocketwin customer base. You will be identifying customer needs and providing effective customer support. You will also comply with all audit, regulatory and company regulations and policies.

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Closing date: 24 Sep 2017

Apprenticeship summary

  • Weekly wage


  • Working week

    Shift work ( 9.00 - 20.00 )

    Total hours per week: 35.00

  • Apprenticeship duration

    12 months

  • Possible start date

    02 Oct 2017

  • Date posted

    06 Sep 2017

  • Apprenticeship level

    Intermediate Level Apprenticeship

  • Reference number


  • Positions

    2 available

Duties include:

  • Maintain excellent customer service at all times, taking full responsibility for customer issues and resolving them on first contact where possible.
  • Demonstrate a high standard of customer engagement/care/excellence skills to provide quality support to all customers.
  • Promote the company’s services to both existing and new customers.
  • Compliance with all company procedures and regulatory requirements, particularly in respect of data protection.
  • Compliance with laid down health and safety and security procedures.
  • Maintain up to date knowledge of new policies and procedures.
  • Responsible for accurate and appropriate data entry on customer accounts.
  • Possess a fun and approachable attitude towards all customers, whilst being fair, impartial, reasonable, consistent and open-minded.
  • Manage and maintain a fun environment whilst answering customer questions and maintaining an appropriate tone within the chat room for all players to enjoy, ensuring conversation flows in a lively environment making sure all customers feel at home and welcome.
  • Keep the chat room a safe area free from harassment, vulgar language and other inappropriate behaviour and/or content.
  • Live Support: To give accurate and concise information in a professional manner and deal with in the same manner as a call, taking security into consideration.

Requirements and prospects

Desired skills

  • Customer care / excellence / listening skills to identify customer needs.
  • Interacting with others in a way that gives them confidence in the intentions of the company.
  • Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing work; self-imposing standards of excellence rather than having standards imposed.
  • Accomplishing tasks by considering all areas involved, showing concern for all aspects of the job; accurately checking processes and tasks.
  • Strong organisational skills.

Personal qualities

  • The ability to work using your own initiative whilst also being part of a close knit team.
  • Customer relationship building.
  • Communicating with customers both verbally and in writing.
  • Effective completion of duties and reporting as specified by Line Manager.

Qualifications required

5 GCSEs graded A-C including English Language and maths or equivalent

Future prospects

The company hope to retain and further train talented staff.

Things to consider

If you are under compulsary school leaving age, by law, you can only be employed in certain permitted occupations including office work, except in premises licensed for the sale of intoxicating liquor, betting or gaming. Therefore, you must be 18 or above to apply for this vacancy. The shift patterns may vary and are not strictly 9 - 5, the minimum time spent working per week will be 35hrs (allowing 1hr for lunch). Additional working hours are available. Worried about getting into college? Don’t be! Halesowen College offers a free coach service to and from campuses for all students, including apprentices. There are various stops and routes with-in the local area, follow the link for more info:

About the employer

To provide a high quality standard of customer care to the MFortune & Pocketwin customer base. Identifying customer needs and providing effective customer support. Compliance with all audit, regulatory and company regulations and policies.


In Touch Games Ltd


Fountain House

Great Cornbow


B63 3BL

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Training provider

You will be expected to attend Halesowen College 1 day per week to work towards your L2 Diploma in Customer Service.

Apprenticeship framework

Customer Service

Training provider


Applications for this apprenticeship are being processed by Halesowen College


Deborah Maley 0121 602 7784

Before you apply

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Closing date: 24 Sep 2017