Customer Services Apprentice VAC000748512
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37.5HPW Mon-Fri, 9am-5pm
Possible start date
21 Dec 2015
30 Nov 2015
Intermediate Level Apprenticeship
Are you a people person? Then this great opportunity to join FirstGroup as a Customer Services Agent on a 12 months fixed term contract could be the perfect fit for you.
Your role will be based Norwich where you will learn to deliver excellent customer service. You will receive ongoing support and development that will equip you with the skills and knowledge required for a successful career within customer service.
If you are a successful candidate for this position, you will be trained to provide a positive and efficient service to the customer.
Some of your duties might be to:
To aim to close any enquiries at first point of contact
To act as an ambassador for First Group at all times
To be the first point of contact for First Bus users or stakeholders
Triaging contacts, logging enquiries and complaints accurately and efficiently
Responding to all customer service requests, which may include Lost Property, Fare/ timetable information, Ticket Sales/ Refunds and Compensation requests
Following complaints and enquiries through to resolution, ensuring an appropriate and satisfactory outcome.
Adherence to process maps for all activity types
Providing face to face assistance to customers arriving at reception
To maintain and accurately update the Customer Service database of complaints
Day to day team working with Customer Service and other First staff
Ensuring adherence to the Staff Handbook and First values at all times
To undertake any additional duties at the request of your line manager, which is deemed to be within your competency/developmental capability
To adhere to all FirstGroup policies and procedures.
To undertake any training and development activities at the request of your line manager.
To comply with all Group Injury Prevention policies and support new initiatives.
This is an overview of the potential duties the role may include.
Your training will be provided by learndirect one of the largest training organisations in the UK. They help train over 20,000 apprentices each year.
Requirements and prospects
Professional and polite telephone manner/verbal skills
Trustworthy with experience of financial responsibility
Resilient and able to remain calm under pressure
Customer focused attitude with the ability to display empathy
Ability to problem solve and use all resources / tools available
Ability to multi-task and manage a varied workload
Commitment to providing exceptional customer service at all times
Displays a team focused attitude whilst also working under own initiative
Sale of tickets and appropriate recording
Exceptional communication skills
You will be a polite, presentable and articulate individual.
You should be able to engage with clients and work to schedules.
Literacy & Numeracy – minimum of 5 GCSES (minimum of Grade C in English language and Maths) – or equivalent
When you have successfully completed your Apprenticeship you may be given to work full time in your current role with an increased annual salary of £15,800 with the possibility of moving onto your Customer Service level 3 apprenticeship.
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