Customer Service Apprentice Post Office

You’ll be part of a team responsible for delivering a great service to our customers in one of our largest customer support centres. It’s an exciting time to come at work at Post Office as things are really changing. You’ll be given the opportunity through your apprenticeship to thrive here and grow your career.

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Closing date: 25 Sep 2017

Apprenticeship summary

  • Weekly wage

    £141.75 - £246.75

    Wages explained

    The current National Minimum Wage rates are £4.05 an hour for 16 - 17 year olds, £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).

  • Working week

    5 days to be worked out of 7 including weekends

    Total hours per week: 35.00

  • Apprenticeship duration

    13 months

  • Possible start date

    16 Oct 2017

  • Date posted

    11 Sep 2017

  • Apprenticeship level

    Intermediate Level Apprenticeship

  • Reference number

    VAC001308459

  • Positions

    2 available

As a Support Services Apprentice your role will be to:

  • Provide a quality service to the customer, ensuring all necessary actions are taken to fully satisfy the customer’s requirements ensuring the delivery of a first class customer experience on every contact.
  • Offer assistance to customers in a multi-channel environment via social media, web chat, email and telephone. This will include making and receiving outbound/inbound telephone calls via a telephony system within a fast paced contact centre environment.
  • Take ownership of customer enquiries and complaints and manage through to resolution, ensuring all case details are captured using case management applications.
  • Handle sometimes complex and sensitive queries, appeals, high profile and complaints and providing advice and information to the customer’s satisfaction.
  • Produce customer correspondence using plain English and a high standard of grammar.
  • Work within agreed targets and compliance requirements, including quality and adherence guidelines. 
  • Manage customer call backs, referrals and building relationships.
  • Assist with multi-channel marketing campaigns and promotions.
  • Share knowledge gained with colleagues to improve the experience to the customer
  • Carry out general administration duties.

Requirements and prospects

Desired skills

  • Excellent verbal and written communication skills with the ability to influence and negotiate, whilst providing the highest levels of customer service.
  • Positive attitude, energy, enthusiasm and flexibility are essential.
  • At all times act as an ambassador of POL/contact centre and maintaining professional and ethical working practices
  • Provide an excellent quality service to our customers, ensuring that all necessary actions are taken to fully satisfy their requirements
  • Ability to work to tight deadlines and solve problems/make decisions
  • Ability to work individually and as part of a team, using own initiative to resolve problems and make decisions.
  • Good planning and organisation skills with the ability to work within structured processes, managing tasks efficiently and effectively.

Personal qualities

  • The ideal apprentice will be friendly, polite, determined, remain calm under pressure and have a good telephone demeanour.

Qualifications required

  • No formal qualifications for this apprenticeship are required, however GCSE English and maths would be an advantage.

Future prospects

If by the end of the programme the apprentice has met the required standards of the role, and a suitable role becomes available, they will be eligible to apply for a role at Post Office.

Things to consider

You will be required to move around different teams in different areas of the Centre.

About the employer

At Post Office, we aspire to be at the very heart of customers’ choice by becoming the most trusted provider of essential services to every person in the land. We’re the UK's largest retail network and the largest financial services chain in the UK with more branches than all of the UK’s banks and building societies put together. We also have growing direct channels such as contact centres and online - meaning we’re there for more customers, in more ways. We are proud to have: - Over 370 years of service - More than 170 products and services - Over 11,500 Post Office branches nationwide run by local people - Over 17 million customer visits & 47 million transactions per week

Employer

Post Office

Address

1.

Future Walk

Chesterfield

S49 1PF

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Training provider

  • Customer Service Level 2 NVQ includes technical certificate and functional skills
  • PLTS, ERR workbook
  • Candidate will have full rights and responsibilities as standard employee
  • In addition to this full training will be provided to support you in your role.

Apprenticeship framework

Customer Service

Training provider

CHESTERFIELD COLLEGE

Applications for this apprenticeship are being processed by Chesterfield College

Contact

Leah Shortt 01246 500681


Before you apply

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Closing date: 25 Sep 2017