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Apprentice Customer Service Executive INNTEL LTD

The Customer Service Executive will provide customer service support to all of Inntel’s clients regarding supplier/Inntel complaints, issues and feedback. There is also the requirement in the role for data analysis, report production and collation, service level monitoring and supporting clients with our online booking tools.

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 16 Dec 2022

Apprenticeship summary

  • Annual wage

    £10,004.80

    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 to Friday, shifts are either 9:00-17:30, 9:30-18:00 or 10:00-18:30. We are flexible to account for employee’s travelling times and methods. 30 minute unpaid lunch break per day and 15 minute paid break in the morning or afternoon.

    Total hours per week: 40

  • Expected duration

    18 Months

  • Possible start date

    06 Jan 2023

  • Date posted

    29 Jul 2022

  • Apprenticeship level

    Advanced
    Level 3 (A level)

  • Reference number

    VAC1000071350

  • Positions

    1 available

What will the apprentice be doing?

  • Manage complaints on behalf of clients and Inntel Client Relationship Managers regarding all supplier/Inntel complaints and feedback issues.
  • Investigating and documenting to ISO standard to ensure all complaints resolved in a timely and customer satisfactory standard.
  • Administration of Inntel booking errors that have resulted in charges by way of producing a summary sheet for sign off and creating a booking on Ezi to settle the charges.
  • Support with any system service issues (LOGiC helpdesk) from clients via email, over the phone or using the website chat service bringing them to a satisfactory conclusion.
  • Produce and collate monthly client reports e.g. complaints / phone stats / SLA.
  • Assist in the preparation of client presentations, proposals and other business development documents.
  • Assist with client and internal queries, client reports and managing Customer Service Questionnaires.
  • Carry out an annual review the Customer Service process and identify potential improvements to enhance the service offering.

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

  • The apprentice will be working towards the Customer Service Specialist Level 3 apprenticeship standard.
  • All delivered within the work place via online training and at Colchester Institute Campus.

What is the expected career progression after this apprenticeship?

  • Previous Customer Service Executives have moved into roles such as Business/Data Analysists, Online Support, Client Relationship Executives, or the role could lead onto areas of product development or project management.

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Organisation skills, Analytical skills, Team working, Interpersonal skills, Desire to learn negotiation, Understands confidentiality

Qualifications

GCSE or equivalent maths and English (Grade 9-4/A*-C) Essential

Things to consider

The role is heavily computer based but we encourage screen breaks and walking meetings to step away from the computer. Our office is based in a rural location, we are about 15 minutes’ walk from the local railway station, there are bus routes but they aren't as frequent as they are in urban areas. Please consider your travel arrangements when applying for this role.

About the employer

Inntel are a Business Travel and Meetings and Events Agent. Inntel was established in 1984 and is now the largest independent meetings and travel management company in the UK with a spacious and modern HQ in Feering, near Kelvedon (just off the A12). Currently we employ approx. 90 employees. For over 30 years we’ve been selecting venues, managing events, sourcing travel and accommodation, exceeding the expectations of hundreds of companies along the way. We provide our clients with a broad range of meetings and travel related services including venue finding, accommodation, travel bookings and event management. Our reputation has been built on integrity, excellence in customer service and delivering a quality product. Although we deploy best-in-class technology to make processes slicker, Inntel is about people first. We have an excellent reputation in our industry for our friendly and professional people, the high standard of our customer service and the effort we put into understanding our clients’ different needs and creating a tailor-made solution for them. The most important word in the whole of the last sentence is ‘people’ – because the quality of any service is dictated by the people providing it. So we understand the importance of finding the right people and treating them well.

Employer

INNTEL LTD

Address

INNTEL HOUSE

THRESHELFORDS BUSINESS PARK

INWORTH ROAD

CO5 9SE

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Training

Training provider

COLCHESTER INSTITUTE

Contact

Colchester Institute - Apprenticeship Team

ci.apprenticeships@colchester.ac.uk

01206 712043

Apprenticeship standard

Customer service specialist

Level 3 (A level)

Employer's Application Instructions

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 16 Dec 2022