Customer Service Specialist Level 3 Apprenticeship - Preventx Ltd, Sheffield, S9 2EQ
| Posting date: | 19 April 2024 |
|---|---|
| Salary: | £6.78 per hour |
| Hours: | Full time |
| Closing date: | 19 May 2024 |
| Location: | Sheffield, South Yorkshire |
| Remote working: | On-site only |
| Company: | Barnsley College |
| Job type: | Apprenticeship |
| Job reference: |
Summary
Preventx is the UK’s leading provider of remote sexual health services, through innovative digital platforms and our own in-house laboratory which prides itself on providing excellence and quality to customers and service users alike.
Our mission is to empower people to take control of their health and wellness, through easy to access and cutting-edge digital healthcare services. In partnership with NHS trusts and local authorities, Preventx provides public services through freetest.me, SH.UK and SHL.UK. We are growing our private, paid service, test.me for people who can’t or don’t wish to use the public sector offerings.
APPLICANTS MUST BE 18+ TO APPLY DUE TO THE NATURE OF THE ROLE.
Job Description:
To act as a point of contact within the Commercial Team for existing NHS and Local Authority customer accounts.
Provide high-quality and professional customer support in line with Preventx’s service standards to both internal and external customers.
Act as a referral point to deal with a wide range of customer contacts and queries across a range of channels (including email; telephone; virtual and in-person) and appropriate escalation for more complex or technical requests, complaints, and queries outside of establish service/product knowledge.
Key Responsibilities:
• Develop an understanding of the business, its values and service culture and uphold this through the services provided.
• Understand and adhere to organisational policies and procedures.
• Operate efficiently; in a highly organised and professional manner as the primary point of contact for multiple Partner Service Professionals.
• Liaise with current Partner Service Professionals to maintain strong, long-lasting relationships.
• Monitor the performance of services against the predefined KPIs and report to Account Managers underperforming services before they become an issue.
• Address or redirect Partner Service Professionals queries to Account Managers/relevant teams in a timely manner (e.g. queries regarding service use, development and online portal management).
• Support Account manager in the scheduling and provision of Quarterly/regular reports highlighting the overall service performance in line with service delivery and contract requirements and timelines.
• Through engagement with Partner Service Professionals identify and communicate to Account managers opportunities to upsell new services and grow the service delivery with existing partner services.
• Deal confidently and professionally with challenging client requests and escalate requests that cannot be met, in a timely manner.
• Operate within Data Protection; GDPR and organisational requirements by respecting and treating all data in strictest confidence.
• Coordinate with multiple internal colleagues to ensure consistent service delivery and advice.
• Supporting Account Managers and wider Commercial team in providing support to multiple clients concurrently, meeting challenging deadlines.
• Demonstrate a high level of personal organisation and administrative support.
Qualifications required:
• GCSE qualifications grades A-C; subjects to include including Maths and English
Desired skills:
• Operationally conversant with MS systems including Outlook; Word; Excel; Teams
• Experience in a fast-paced office environment
• Good communication skills with a pleasant, friendly and confident manner
• Able to prioritise and multi-task with good organisational skills
• Able to work well and remain calm under pressure with a flexible “can do” approach
• Able to work within and across differing organisational teams
Desired Personal Skills:
• Friendly, approachable
• High level of integrity
Training:
•To achieve apprenticeship framework (Functional Skills, NVQ and Technical Certificate) within the specified time frame for Customer Service Specialist Level 3
• Attend the apprenticeship induction programme
• Attend all of the training sessions for the programme whenever necessary, 6 hours off the job training per week.
• Undertake any other required development work as part of the apprenticeship programme as requested
• Any other duties as deemed appropriate by senior staff.
Apprenticeship: Customer Service Specialist Level 3
Duration: 15 months
Career progression to the right candidate.
Our mission is to empower people to take control of their health and wellness, through easy to access and cutting-edge digital healthcare services. In partnership with NHS trusts and local authorities, Preventx provides public services through freetest.me, SH.UK and SHL.UK. We are growing our private, paid service, test.me for people who can’t or don’t wish to use the public sector offerings.
APPLICANTS MUST BE 18+ TO APPLY DUE TO THE NATURE OF THE ROLE.
Job Description:
To act as a point of contact within the Commercial Team for existing NHS and Local Authority customer accounts.
Provide high-quality and professional customer support in line with Preventx’s service standards to both internal and external customers.
Act as a referral point to deal with a wide range of customer contacts and queries across a range of channels (including email; telephone; virtual and in-person) and appropriate escalation for more complex or technical requests, complaints, and queries outside of establish service/product knowledge.
Key Responsibilities:
• Develop an understanding of the business, its values and service culture and uphold this through the services provided.
• Understand and adhere to organisational policies and procedures.
• Operate efficiently; in a highly organised and professional manner as the primary point of contact for multiple Partner Service Professionals.
• Liaise with current Partner Service Professionals to maintain strong, long-lasting relationships.
• Monitor the performance of services against the predefined KPIs and report to Account Managers underperforming services before they become an issue.
• Address or redirect Partner Service Professionals queries to Account Managers/relevant teams in a timely manner (e.g. queries regarding service use, development and online portal management).
• Support Account manager in the scheduling and provision of Quarterly/regular reports highlighting the overall service performance in line with service delivery and contract requirements and timelines.
• Through engagement with Partner Service Professionals identify and communicate to Account managers opportunities to upsell new services and grow the service delivery with existing partner services.
• Deal confidently and professionally with challenging client requests and escalate requests that cannot be met, in a timely manner.
• Operate within Data Protection; GDPR and organisational requirements by respecting and treating all data in strictest confidence.
• Coordinate with multiple internal colleagues to ensure consistent service delivery and advice.
• Supporting Account Managers and wider Commercial team in providing support to multiple clients concurrently, meeting challenging deadlines.
• Demonstrate a high level of personal organisation and administrative support.
Qualifications required:
• GCSE qualifications grades A-C; subjects to include including Maths and English
Desired skills:
• Operationally conversant with MS systems including Outlook; Word; Excel; Teams
• Experience in a fast-paced office environment
• Good communication skills with a pleasant, friendly and confident manner
• Able to prioritise and multi-task with good organisational skills
• Able to work well and remain calm under pressure with a flexible “can do” approach
• Able to work within and across differing organisational teams
Desired Personal Skills:
• Friendly, approachable
• High level of integrity
Training:
•To achieve apprenticeship framework (Functional Skills, NVQ and Technical Certificate) within the specified time frame for Customer Service Specialist Level 3
• Attend the apprenticeship induction programme
• Attend all of the training sessions for the programme whenever necessary, 6 hours off the job training per week.
• Undertake any other required development work as part of the apprenticeship programme as requested
• Any other duties as deemed appropriate by senior staff.
Apprenticeship: Customer Service Specialist Level 3
Duration: 15 months
Career progression to the right candidate.