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Customer Service Advisor Apprentice Go North East Limited

The team aims to build customer loyalty by delivering an excellent experience to Go North East customers and help the company develop its customer base. Our team assist customers across a number of channels including Facebook, Twitter, live web chat, e-mail and telephone.

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Closing date: 06 Dec 2021

Apprenticeship summary

  • Weekly wage

    £228.00

  • Working week

    Hours of work – 38 hours per week within a rota, covering times of operation between 9am and 5pm Monday to Friday. The post may involve some remote working from home, for which the necessary equipment and training will be provided.

    Total hours per week: 38.00

  • Expected duration

    15 months

  • Possible start date

    20 Dec 2021

  • Date posted

    26 Aug 2021

  • Apprenticeship level

    Intermediate
    Level 2 (GCSE)

  • Reference number

    VAC001752652

  • Positions

    2 available

The team aims to build customer loyalty by delivering an excellent experience to Go North East customers and help the company develop its customer base.

In this role you be involved in:

  • Assisting customers across a number of channels including Facebook, Twitter, live web chat, e-mail and telephone.
  • Liaising with approximately 2500 messages across our multiple channels every week and aiming to support our customers efficiently. 
  • To help ensure that Go North East is at the forefront of customer service excellence by personally delivering excellent levels of service to our customers using effective communication skills and techniques to ensure they choose to travel with us again.
  • To be the customers champion taking personal responsibility for each complaint taken, managing the investigation and reply process from start to finish maximising customer retention and loyalty through effective and timely problem resolution.
  • To be aware of trends and common themes in complaints and make suggestions as to proactive measures to deal with future similar situations.
  • To support the promotion of the company’s services and products through opportunities presented in customer services or as part of a dedicated telemarketing campaign.
  • To have a clear understanding of the customer’s expectations of our services and a desire to provide our customers with a first class service.

Requirements and prospects

Desired skills

  • A passion for delivering the highest levels of service.
  • Strong organisational skills and a high attention to detail.
  • A strong understanding of Social Media and other platforms of digital communications.
  • First-rate customer service - including listening and communication skills, as well as understanding, patience and empathy.
  • Confident approach and a real sense of ownership to own any complaints or queries and see them through to a positive resolution for the customer.
  • Excellent spelling and grammar.
  • A positive approach to customer experience.
  • The ability to learn quickly and adapt to new systems and software.
  • Effective time management.
  • Excellent IT skills.

Personal qualities

  • Hardworking
  • Driven to achieve
  • Team player
  • Willingness to learn
  • Ability to use initiative

Desired qualifications

  • 4/C In English, maths and ICT, or equivalent

Future prospects

  • Advance to a Level 3 apprenticeship
  • Possibility of full time employment on successful completion of apprenticeship.

About the employer

Around 200,000 people use Go North East bus services every day to travel around this wonderful region. Travelling to work or education, to visit friends and family, to have a night out, or to visit one of the region's many tourist and leisure attractions. For over 100 years, Go North East has connected the region's towns and villages with the cities of Newcastle, Durham and Sunderland and currently operates across Northumberland, Tyne and Wear, County Durham and into Tees Valley. Employing over 2,000 local people, with a fleet of almost 700 buses and coaches and an annual turnover of £100m, the company is the regional subsidiary of the Go-Ahead Group plc, one of the UK's leading providers of passenger transport. Go North East has a reputation for being passionate about service and innovation and a strong reputation for being a flexible and innovative partner – with both the private and public sector. The company is dedicated to engaging with local communities through its innovative, branded bus routes which not only engender community pride but business success.

Employer

Go North East Limited

Address

117 Queen Street

Gateshead

NE8 2UA

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Training

Training provider

GATESHEAD COLLEGE

Applications for this apprenticeship are being processed by Gateshead College

Contact

Emily Jefferson 0191 4902361 emily.jefferson@gateshead.ac.uk

  • Level 2 Customer Service Practitioner
  • Functional Skills if required 

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)


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