Service Desk Operator Apprentice

Summary

FISco are looking to offer excellent training and support to an apprentice who would like to be part of a small team providing a Facilities Service Desk for all FISco clients, across their UK estates. This involves direct telephone and email contact with the customers and suppliers, who will be located in a number of sites throughout the country.

Annual wage

£15,000 a year

Minimum wage rates (opens in new tab)

The pay may be negotiated and may rise after a probation period has been successfully completed.

Training course

Customer service practitioner (level 2)

Hours

Monday - Friday between 8.30am - 5.30pm.

40 hours a week

Possible start date

Monday 2 September

Duration

1 Year

Positions available

1

Work

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

What you’ll do at work

The apprentice will work towards the Customer Service Practitioner Apprenticehsip level 2, this will be group training twice a month, some in-person and some remote in addition to 1-1 training and reviews every 4 weeks. Functional skills if required is offered, both in person and remotely.

Where you’ll work

100 Berkshire Place

Wharfedale Road, Winnersh

Wokingham

RG41 5RD

Training

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation

WEST BERKSHIRE TRAINING CONSORTIUM

Your training course

Customer service practitioner (level 2)

Equal to GCSE

Course contents

Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.

Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or

Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.

Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.

Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.

Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.

Demonstrate patience and calmness.

Show you understand the customer’s point of view.

Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.

Maintain informative communication during service recovery.

Your training plan

This training plan has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

Requirements

Essential qualifications

GCSE or equivalent in:

English (grade 4 or C)

Desirable qualifications

GCSE or equivalent in:

maths (grade 4 or C)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
IT skills
Customer care skills
Team working
Motivated
Flexible
Ambitious
Can-do Attitude

Other requirements

The start date is flexible, as the most important thing is finding the right candidate so school and college leavers should still apply. If you are taking exams this summer please use your predicted grades.

About this company

With many years of experience within the award winning management team the company procures and manages over one hundred workplace services and products, from cleaning, catering, building maintenance and compliance testing to document management, energy, travel, transport and service charge negotiation. The list goes on… There is a strong culture of partnering to satisfy our Customers by understanding their changing needs, commitment to continuous improvement, innovation and sourcing and implementing solutions that result in best value and best practice. This helps our Clients to achieve and keep a competitive edge in their chosen markets. At the hub of our business is a bespoke, FISco owned information management system, Taskye. It measures everything we do in delivering a service or product and provides real time data to our Client and suppliers. There is no hiding place and so we have to keep performing to keep our Customers. Our business model is unique. No one else does what we do and how we do it! Mission Statement “Our mission is to integrate our customer’s requirements with best practice and best in class solutions that differentiate us from being average, or the norm in our industry. We aim to make the process from customer request to satisfactory completion as convenient, quick and cost effective as possible. We do this by selectively employing, training and supporting our staff to optimise their contribution. We utilise bespoke software systems to monitor and inform on all key activities and we promote a culture using intellect that challenges all aspects of our business to provide best practice and continuous improvement. By adopting this approach to our goals, we can provide our customers with value for money to give them a competitive edge in the quality and cost of the services and products we deliver, whilst offering our staff job satisfaction and reward, our suppliers beneficial business and our company an acceptable financial return.”

http://www.fiscouk.com/ (opens in new tab)

After this apprenticeship

Personal training and development are encouraged and supported

Ask a question

The contact for this apprenticeship is:

WEST BERKSHIRE TRAINING CONSORTIUM

Rachel Eaves

07922 426414

The reference code for this apprenticeship is VAC1000249915.

Apply now

Closes in 4 days (Wednesday 31 July at 11:59pm)

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