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Rental Support Agent Apprentice - Customer Service Level 2 NEXUS VEHICLE MANAGEMENT LTD.

As a Rental Support Agent for Nexus you will be responsible for supporting our customers via a telephone, email and live chat, providing exceptional customer service whilst maintaining extensive knowledge of Nexus and the Rental Sector.

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Closing date: 28 Oct 2022

Apprenticeship summary

  • Annual wage

    £14,000.00

  • Working week

    Total Weekly Working Hours: 37.5 hours (inclusive of off the job training). Working Days and times: Monday to Friday shifts are between 7.30am and 6.30pm.

    Total hours per week: 37.5

  • Expected duration

    16 Months

  • Possible start date

    07 Nov 2022

  • Date posted

    07 Jul 2022

  • Apprenticeship level

    Intermediate
    Level 2 (GCSE)

  • Reference number

    VAC1000063544

  • Positions

    4 available

What will the apprentice be doing?

Key Responsibilities and Tasks

  • Maintain knowledge of all aspects of Nexus and Managing Partner queries, ensuring first time resolution via telephone where ever possible.
  • Focused on achieving optimal productivity versus quality, ensuring overflow calls into the wider Contact Centre are kept to a minimum.
  • Respond to customer and supplier queries via multiple channels including telephone.
  • Support the wider contact centre with non-telephony related queries whenever staffing dictates this is required (training will be provided).
  • Investigate customers or supplier queries, providing first time resolution where possible.
  • Achieve personal quality and productivity standards whilst promoting a positive, long-lasting impression of Nexus.
  • Maintain positive relationships with our customers by displaying extensive knowledge of Nexus, our services and the rental sector to ensure repeat business and customer satisfaction.
  • Escalate immediately any issue deemed detrimental to the company or in possible breach of Health & Safety regulations to the line manager.
  • Treat all customers, be they internal or external, with courtesy and respect.
  • Actively contribute towards achieving team & department targets through best practice sharing and building strong relationships with your peers.
  • Ensure that all calls are answered within target time and meet the quality standards set by the business.

What training will the apprentice take and what qualification will the apprentice get at the end?

Mode of delivery: Delivered entirely in the work place

Course content:

A Level 2 Apprenticeship is delivered entirely in the workplace where you will gain knowledge, understanding and skills on the job. An Assessor from Leeds City College will visit you on a regular basis to complete your college work.

Units of study

●        Understanding the organisation.

●        Meeting regulations and legislation.

●        Systems and resources.

●        Product and service knowledge.

●        Influencing skills.

●        Personal organisation.

●        Dealing with customer conflict and challenge

●        Developing self.

●        Being open to feedback.

●        Team working.

 

Functional Skills qualifications:

Level 1 Functional Skill in English

Level 1 Functional Skill in Maths

Level 1 Functional Skill in ICT

+ Employment Rights and Responsibilities

+ Personal Learning and Thinking Skills

What is the expected career progression after this apprenticeship?

Depending on out come of Apprenticeship. Potential opportunity to progress. 


Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Customer care skills, Administrative skills, Team working, Approachable, Confident

Qualifications

GCSE or equivalent English (Grade C/4 or above) Essential
GCSE or equivalent Maths (Grade C/4 or above) Essential

Things to consider

Please review the current Apprenticeship National Minimum Wage guide (ANMW): https://www.gov.uk/national-minimum-wage-rates. Any further customer service-related skills such as business studies are desirable.

About the employer

Nexus is the leading provider of B2B vehicle rental in the UK via our network which is made up of over 200 vehicle rental suppliers. We also provide software, fleet and rental management services to our clients. We are an innovative, growing, technology-led business that manages our clients’ rental via IRIS, our rental management software, delivering service excellence through our system capabilities and expertise. We provide our clients with access to over 500,000 rental vehicles across more than 2,000 rental locations in the UK.

Employer

NEXUS VEHICLE MANAGEMENT LTD.

Address

141 Richardshaw Lane

Stanningley

Pudsey

LS28 6AA

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Training

Training provider

LUMINATE EDUCATION GROUP

Contact

Leeds City College

apprenticeships@leedscitycollege.ac.uk

0113 2846464

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)


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