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Apprentice Customer Service Administrator I M Med Ltd

A leading specialist company that supports NHS Trusts and hospitals with an extensive portfolio of decontamination products is looking to attract an apprentice Customer Service Administrator to join their team.

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Closing date: 30 Sep 2021

Apprenticeship summary

  • Weekly wage

    £173.25 to £334.13

    Wages explained

    Apprentices are paid for their normal working hours and training that's part of their apprenticeship (usually one day per week).

    Minimum Wage Rates
  • Working week

    Monday - Friday, 8.30am - 5.00pm or 9.00am - 5.30pm (1 hour lunch)

    Total hours per week: 37.50

  • Expected duration

    15 months

  • Possible start date

    14 Oct 2021

  • Date posted

    01 Jun 2021

  • Apprenticeship level

    Advanced
    Level 3 (A level)

  • Reference number

    VAC001718594

  • Positions

    1 available

With mentoring support, the main objectives of this role will be to provide support and information to clients via telephone and email. Also, to undertake a variety of Administrative and Project tasks to support the business needs under the direction of the Office & Contracts Manager.

Department:

  • Administration

Responsible to:

  • Office & Contracts Manager

Duties will include:

  • Answer incoming telephone calls from clients and prospects
  • Provide assistance and assessment of client queries
  • Send out information to clients e.g. sales literature, safety data sheets, technical packs, reports, etc.
  • Assist in processing client orders i.e. Sales Orders
  • Assist in processing purchase orders
  • Assist with supporting IM Med Service Engineers
  •   Entering job requirements, tasks, notes on the Service System
  •   Forwarding job information to Service Engineers
  •  Providing support information to Service Engineers
  •  Ordering test materials e.g. surrogates, etc
  • Assist in preparing client validation reports
  • Monitoring receipt of lab reports for inclusion in reports
  • Assist in checking status and progressing of reports
  • Preparing insertion sets e.g. calibration certificates, Test Persons Certificates
  • Preparing reports for submission to clients

General requirements:

  • Will be required to attend training courses when IM Med believes it is necessary for them to fulfil their role within the Company
  • May be requested to attend client meetings, exhibitions or promotional events to support the Sales Team

Administration requirements:

  • Assistance in the maintenance of Company Files
  • Assistance in preparing quotations, tender documents, client questionnaires and forms
  • Assistance with the updating of Company Information Systems e.g. ServiceBasic duties
  • Answer incoming telephone calls from clients and prospects
  • Provide assistance and assessment of client queries
  • Send out information to clients e.g. sales literature, safety data sheets, technical packs, reports, etc.
  • Assist in processing client orders i.e. Sales Orders
  • Assist in processing purchase orders
  • Assist with supporting IM Med Service Engineers
  • Entering job requirements, tasks, notes on the Service System
  • Forwarding job information to Service Engineers
  • Providing support information to Service Engineers
  • Ordering test materials e.g. surrogates, etc
  • Assist in preparing client validation reports
  • Monitoring receipt of lab reports for inclusion in reports
  • Assist in checking status and progressing of reports
  • Preparing insertion sets e.g. calibration certificates, Test Persons Certificates
  • Preparing reports for submission to clients

General requirements:

  • Will be required to attend training courses when IM Med believes it is necessary for them to fulfil their role within the Company
  • May be requested to attend client meetings, exhibitions or promotional events to support the Sales Team

Administration requirements:

  • Assistance in the maintenance of Company Files
  • Assistance in preparing quotations, tender documents, client questionnaires and forms
  • Assistance with the updating of Company Information Systems e.g. Service, CRM, SharePoint, etc.
  • Complete company administrative forms e.g. complaint forms, nonconformance forms, etc.

Projects:

  • Validation Services
  • Improving customer response
  • Re-structuring report compilation process
  • Introducing better control of process
  • Determining KPIs for the process and implementing them

Systems integration:

  • Goal is to have an integrated system for all aspects of the Company operation (software based) including accounts, stock control, purchasing, sales order processing, CRM and service
  •  Assessment of software packages
  • Implementation of the integration plan
  • Validating functionality
  • Introducing training plan, materials and support documentation
  • Will be expected to be involved in project work and take responsibility with supervision
  • Responsible for ensuring to follow Company Policies and Procedures (includes quality and health & safety)

Requirements and prospects

Desired skills

  • Knowledge of Office practice
  • CRMs (desirable)
  • Service Management Systems (desirable)
  • To be computer literate in: Word, PowerPoint, Excel
  • Good keyboard skills (essential)
  • Self- motivated
  • Willingness to undertake training via an Apprenticeship
  • Flexible and approachable
  • Work well with others
  • Experience of sales order processing (not essential)
  • Experience of purchase order processing (not essential)

Personal qualities

  • Effective interpersonal skills
  • Written/Oral communication – via written, telephone and email
  • Numeracy
  • Assertiveness
  • Objectivity
  • Methodical approach
  • Proactive approach
  • Ability to work as part of a team
  • Work with minimal supervision

Desired qualifications

  • GCSE’s including English, maths and preferably in a Science or Technical subject A*-C / 9 - 4 or above

Future prospects

  • The successful individual will have the opportunity to progress and grow within a well-respected company with the position available at the end of the apprenticeship for the right candidate

Things to consider

  • You will be required to be flexible and adaptable in your daily routine to meet changing business needs
  • Maybe required to perform other duties assigned to you that may reasonably fall within your ability to meet the needs of IM Med
  • The Customer Service Administrator may be required to attend additional training to meet business needs and is expected to be willing to develop their own professional skills
  • Ability to approach work in a methodical and organised manner. Ability to work on own initiative within given guidelines

Work environment:

  • While performing the duties of this job the employee will be in a small open plan office environment
  • The employee will on occasion visit other parts of the premises e.g. warehouse, stores and test area so may have limited exposure to caustic and acidic chemicals, heat and moving fork lift trucks.  The noise level in the environment is moderate

Physical Demands:

  • While performing the duties of this job the employee is regularly required to use hands to finger, handle or feel.  The employee is frequently required to stand; walk; reach with hands and arms; and talk or hear.  The employee will be required to climb stairs.  The employee is required to be able to lift up to 10kgs and occasionally heavier weights (providing they are capable)
  • The vision requirements include working with Laptop Computers and digital displays otherwise normal vision is sufficient for moving around the client’s site

About the employer

iM Med, the decontamination specialists, supports NHS Trusts and hospitals with an extensive portfolio of decontamination products, solutions and services, delivering real cost savings throughout the endoscope and surgical instrument decontamination journey, compliance and equipment maintenance.

iM Med is proud to continually support all those involved in decontamination within NHS Trusts and hospitals.

Our focus is on enabling patient safety for healthcare providers, whilst delivering real cost savings throughout the endoscope and surgical instrument decontamination journey. This is why we provide a complete decontamination strategy.

Employer

I M Med Ltd

Address

Ground Floor

1B

Pembroke Avenue

Cambridge

CB25 9QP

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Training

Training provider

CAMBRIDGE REGIONAL COLLEGE

Applications for this apprenticeship are being processed by Cambridge Regional College

Contact

Camilla 07814507777

The employer will provide close mentoring support working alongside the Office & Contracts Manager.

Includes off the job training as part of the Apprenticeship – attendance in-college/ or via remote online Teams tutorials.  

The apprentice would be assigned an assessor through the College, who would typically come out to visit in the workplace to assess workplace competence.

  • Level 3 Customer Service Specialist Apprenticeship
  • Functional Skills Maths and English Level 2 (exemptions apply)

First week induction:

  • Policies and procedures
  • Organisation Mission and Values

Other workplace training:

  • Relevant regulations and policies

Training delivered via college:

  • Communication
  • Event Management
  • Project Management
  • Ethical Issues in the workplace
  • Technology use in business
  • Understanding business stakeholders
  • The knowledge side would be provided via an online portal VLE (Virtual Learning Environment), and assignments/ evidence of work/ portfolio would be checked via an online Smart Assessor

Apprenticeship standard

Customer service specialist

Level 3 (A level)


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