Apprentice Customer Service Executive
| Dyddiad hysbysebu: | 27 Tachwedd 2024 |
|---|---|
| Cyflog: | £24,000 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 27 Rhagfyr 2024 |
| Lleoliad: | M33 2AU |
| Gweithio o bell: | Ar y safle yn unig |
| Cwmni: | Lifetime Training |
| Math o swydd: | Prentisiaeth |
| Cyfeirnod swydd: | VA/243068-37853 |
Crynodeb
Fusion Occupational Health are on the lookout for a new Apprentice Customer Service Executive to join their Manchester based team!
As a Customer Service Executive, you will be providing administration support to the Account Management team, acting as the primary point of contact between Fusion OH and our clients. This is a varied role where no one day is ever the same, suited to a candidate who has a drive to learn, a passion for going above and beyond to deliver outstanding service, and the enthusiasm to innovate new ideas and take ownership of their role.
Whilst previous experience in customer service and knowledge of the Occupational Health Sector would be advantageous, we welcome applications from all backgrounds and levels of experience.
Key Responsibilities:
1. Customer Support
- Manage and respond promptly to customer enquiries via phone, email, and via our ticketing system.
- Provide accurate information about products, services, and policies.
- Troubleshoot and resolve customer complaints efficiently.
- Identify sales opportunities from client interactions.
2. Problem Resolution
- Identify customer needs and offer appropriate solutions or alternatives
- Support customers with access to our Occupational Heath System and any system related queries.
- Escalate complex issues to the appropriate department or supervisor.
- Follow up with customers to ensure concerns are fully addressed.
3. Process Management
- Document all customer interactions in the company's CRM & Occupational Health System.
- Maintain detailed records of customer interactions and transactions.
- Build Customer Profiles including hierarchy and access levels within our Occupational Health software.
- Contract renewals.
4. Feedback and Improvement
- Communicate customer feedback to relevant departments for improvement.
- Stay updated on company offerings and services to provide the best assistance.
- Contribute ideas for improving customer experience and service processes.
5. Team Collaboration
- Work closely with other departments, such as account management, sales and operational support to resolve customer issues.
- Participate in team meetings and training sessions to enhance service delivery skills.
In addition to the above, performance will be measured against KPIs including:
- Customer satisfaction scores (CSAT)
- Average response time and issue resolution time in line with agreed customer SLAs.
- Positive customer feedback and reviews.
Benefits Include:
- 25 days holiday, increasing to 30 days after 5 years' service (plus bank holidays).
- Company pension scheme with free expert pension planning advice.
- Cash back on essential health bills including dentist and opticians.
- Access to Virtual GP Surgery
- 24 Hour counselling and Advice Line as well as face to face counselling and CBT.
- Hospital treatment insurance on over 60 surgical procedures.
- Health Shield rewards.
- Access to Fizz Benefits who offer discounts and offers at over 1,200 UK retailers.
What's involved as part of the apprenticeship?
- You will be assigned an expert Lifetime Training coach to support you throughout your apprenticeship journey, with regular face to face and virtual catch ups every 4-6 weeks.
- You will work towards your Customer Service Specialist Level 3 apprenticeship qualification over the course of 12-18 months.
- A hands-on approach to learning and structured training plan delivered at your place of work without the expectation to attend college.