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Apprentice Customer Operations Advisor GIGACLEAR PLC

Are you a school/college leaver considering your options, unsure exactly what you want to do? We can help you figure this out whilst you're gaining a Level 2 Customer Service Practitioner Apprenticeship! You'll learn how we handle, resolve and provide first-class customer service to our broadband customers via phone, email and social media.

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Closing date: 06 Jan 2023

Apprenticeship summary

  • Annual wage

    £17,000.00

    You'll receive a starting salary of £17,000pa. On completion of the apprenticeship (circa 16 -18 months) this will increase to £21,000pa. You will also then benefit from salary increases of £500 every 6 months up to £24,000 quarterly bonus awards.

  • Working week

    37.5 hours per week working on a rotational shift pattern from Monday – Friday, between the hours of 8am and 8pm. Weekend hours and bank holiday hours 10am – 5pm. Weekend working and 8pm finishes are approximately every 7 weeks on a rota. Days and shifts to be confirmed.

    Total hours per week: 37.5

  • Expected duration

    16 Months

  • Possible start date

    30 Jan 2023

  • Date posted

    29 Sep 2022

  • Apprenticeship level

    Intermediate
    Level 2 (GCSE)

  • Reference number

    VAC1000091319

  • Positions

    2 available

What will the apprentice be doing?

You'll be fully trained in the following key duties:

  • Acting as the first point of contact for all customer queries, and handling communications professionally and efficiently through a mixture of channels, including but not limited to phone, email, online forums, and social media
  • Providing a premium experience to Gigaclear customers and internal stakeholders, taking ownership of queries through to resolution and whenever possible looking to resolve at first contact
  • Providing reactive and proactive customer communications through written and verbal case management
  • Supporting the booking of installations, ensuring all parties are aligned so we deliver a first-class service experience either through our own engineers or that of 3rd party contractors
  • Meet agreed individual and team KPIs including customer satisfaction and related service level agreements
  • Review and assist with managing failed customer visits, ready for service issues(RFSI)and failed installations through to a successful outcome with varying teams
  • To assist in escalation and complaint management, with support from the Customer Operations management team
  • Building relationships, supporting and liaising with all internal departments as required, enabling everyone involved to deliver a premium customer experience in all instances
  • Managing own workload effectively and supporting team when needed
  • Taking ownership and personal accountability of any queries or issues that are raised
  • Providing timely and proactive updates and information to customers, avoiding the need for repeated contacts to Gigaclear,  ensuring they are delivered within any agreed SLAs
  • Developing own knowledge of Gigaclear products and processes, providing feedback to the management team to help make improvements, when required
  • Maintaining all CRM and other related systems, ensuring information is updated in a clear and concise manner at every touch point
  • Be an ambassador of the Gigaclear brand, turning around any negative experiences through listening, displaying empathy with a calm and methodical approach, in turn delivering premium customer service

 

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

Level 2 Customer Service Practitioner standard.

Duration:

  • 13 months practical training period, plus 3 months for End-Point Assessment (EPA)

Delivery model:

  • Work-based training with your employer
  • 5 days college attendance for key knowledge components
  • Approximately 12 on-site assessment visits per year
  • Level 1 Functional Skills in maths and English (7 days at college for each, if required)
  • Off the job training will count for at least 6 hours per week within an apprentice’s time at work

Qualifications included:

  • Level 1 Functional Skills in English and maths

End-Point Assessment (EPA):

  • Practical observation
  • Apprentice showcase
  • Professional discussion

What is the expected career progression after this apprenticeship?

Permanent role within the organisation. We are keen to talk with people who are looking for an opportunity to learn about a company from the ground up, which will then help them make a decision on their exact career path – something we can discuss, advise, support and provide further development and training on.

For example this may be down the technical path - think home networking, hardware, routers, wi-fi, etc, perhaps leading to a career in network engineering or even broader IT / Technology support, Maybe you are already money motivated, have been told you have the “gift of the gab” and a career in sales is something you have already thought about? Like any business of circa 600 employees and growing there are numerous departments with future potential opportunities. 


Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Organisation skills, Customer care skills, Problem solving skills, Logical, Patience, Confident communicator, Interpersonal skills, Positive attitude, Active problem solver

Qualifications

GCSE or equivalent min 4 subjects including English and maths (Grade A*-C/9-4 (or equivalent)) Desired

Things to consider

Please apply as soon as possible for this role. Should the right candidate be found prior to the closing date, then the vacancy may be closed early. Any new person applying for apprenticeship roles where Abingdon and Witney College deliver the training will be required to attend an Apprenticeship Assessment and Information Session at Witney or Abingdon campus. This will consist of a series of initial assessments (required prior to any apprenticeship offer), completion of essential paperwork, the opportunity to find out more about the apprenticeship process, the training included, and a forum for your questions. As a new Apprenticeship applicant you will only have to undergo this process once. If you would like to talk to us about the assessments or if you would need any extra support to attend the Apprenticeship Assessment and Information Session please call us on 01235 216216. By applying for this vacancy you are giving Abingdon and Witney College permission to undertake a Learner Record Service check on your previous qualifications. We make every effort to ensure that applicants from non-traditional academic backgrounds or those who may not have the formal GCSE entry requirements can access apprenticeships where possible.

About the employer

Gigaclear is a fast growing, game changing builder and provider of pure fibre broadband services to residential customers and businesses in England. We have an ambition to make a significant difference to the broadband landscape in rural England and improve our customers lives through the provision of world class broadband services.

Employer

GIGACLEAR PLC

Address

Windrush Court

Abingdon

OX14 1SY

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Training

Training provider

ABINGDON AND WITNEY COLLEGE

Contact

apprenticeships@abingdon-witney.ac.uk

01235 216216

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)


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