Customer Services Practitioner Apprenticeship WESSEX INTERNET LTD

Wessex Internet prides itself on delivering excellent customer service and understands that our customers aftersales experience is vital in building a trusting and loyal relationship. Following completion of a full training programme you will be expected to support our customers with a range of queries via email and telephone.

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Closing date: 31 Mar 2023

Apprenticeship summary

  • Annual wage

    £14,000.00

    Wage range £14,000 - £16,000 depending on experience to be agreed on offer of employment.

  • Working week

    Monday – Friday, 9:00am – 5:30pm

    Total hours per week: 40

  • Expected duration

    15 Months

  • Possible start date

    03 Apr 2023

  • Date posted

    03 Mar 2023

  • Apprenticeship level

    Intermediate
    Level 2 (GCSE)

  • Reference number

    VAC1000139858

  • Positions

    1 available

What will the apprentice be doing?

  • Understand the SLA (Service Level Agreement) targets and assist the team in striving to achieve these.
  • Answer incoming customer service calls and own the query through to resolution. These queries could include billing issues, overage charges, package amendments or contract terminations.
  • Following all set processes for customer support, escalating issues to the Network Operations Centre Manager.
  • Ensuring all correspondence is documented in Salesforce accurately on the business customer relationship management system and actions are followed up to ensure customer expectations are achieved, ensuring that the teams SLAs are adhered to throughout.
  • Handle overflow calls from other departments, ensuring the best customer journey is kept in mind.
  • Propose and implement change as appropriate to ensure company targets are hit.
  • Provide basic technical support before escalating to the relevant teams.
  • The role includes the need for growth of the existing network in the form of product upgrades and expansion of their service packages, to ensure a fully rounded package is maintained to all customers.

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

The apprenticeship training is delivered through a combination of workplace learning and regular college attendance. This training will teach you the knowledge, skills and behaviours set out in the Customer Service Practitioner Level 2 Standard. Functional Skills in Maths and English may also be required depending on current level.   

What is the expected career progression after this apprenticeship?

On successful completion of the apprenticeship there will be excellent career pathways with permanent contracts on offer.

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Problem solving skills, Administrative skills, Team working, Initiative, Non judgemental, Patience, Confident, Positive approach to work, Positive approach to challenge, Confident in call handling

Qualifications

GCSE or equivalent English (Grade A*-C or 9-4) Desired
GCSE or equivalent Maths (Grade A*-C or 9-4) Desired

Things to consider

Opportunities to progress your career - We are a young, fast-growing business that is proud of our team of homegrown specialists. Whether you want to step up to lead a team, or expand your skills in a new area, we will help you reach your potential. Free breakfast – including fruit, snacks, teas & coffees available throughout the day. Regular social events. Free onsite parking. Our offices are in rural Dorset. You need to be able to drive, or at least to organise your own transport to our office. On completion of your 6 month probation, you will be eligible for the following staff benefits: • The option to buy or sell an additional 5 days holiday • Private medical insurance • Life Insurance • Income Protection • Cycle to work scheme • Tech Scheme • 75% discount to Wessex Internet package You MUST be prepared to commit to your work and training for the duration of the apprenticeship. You will be required to have a telephone interview with Yeovil College prior to your application being passed on. If a suitable candidate is found prior to the advertised closing date, it may close earlier so please apply early to avoid disappointment.

About the employer

Wessex Internet is a dynamic and fast-growing Internet Provider in the South West that is changing the way full fibre broadband is rolled out in rural areas. We believe that the countryside deserves lightning-fast broadband and are passionate in delivering a fantastic service to thousands of customers. We believe in building a great place to work, where everyone’s contribution is valued, and everybody has the chance to raise their ideas and make a difference every day.

Employer

WESSEX INTERNET LTD

Address

The Old Laundry,

Ranston,

DT11 8PU

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Training

Training provider

YEOVIL COLLEGE

Contact

wendy Jenkins

wendy.jenkins@yeovil.ac.uk

01935845392

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

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