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.
Closing date: 31 Mar 2023
Apprenticeship summary
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Annual wage
£14,000.00
Wage range £14,000 - £16,000 depending on experience to be agreed on offer of employment.
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Working week
Monday – Friday, 9:00am – 5:30pm
Total hours per week: 40
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Expected duration
15 Months
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Possible start date
03 Apr 2023
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Date posted
03 Mar 2023
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Apprenticeship level
Intermediate
Level 2 (GCSE) -
Reference number
VAC1000139858
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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
Qualifications
GCSE or equivalent Maths (Grade A*-C or 9-4) Desired
Things to consider
About the employer
Employer
WESSEX INTERNET LTD
https://www.wessexinternet.com/careers
Address
The Old Laundry,
Ranston,
DT11 8PU
Training
Apprenticeship standard
Customer service practitioner
Level 2 (GCSE)
Before you apply
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