Apprentice Customer Service Advisor

2 weeks ago

Leeds, United Kingdom Medical Protection Society Full time

**Job title**: Member Service Adviser Apprentice

**Apprenticeship course**: Customer Service Practitioner Apprenticeship Level 2

**Salary**: 18,000 for the first 12 months of the Apprenticeship with a view for this to increase on successful completion

**Location**:Hybrid working (Leeds office)

**Contract**:15months Fixed term (for the duration of the apprenticeship) view a view to go permanent on successful completion of the course.

**Hours**:37.5 per week

**Shift pattern**:08:00 - 16:30 / 09:00 - 17:30 / 10:00 - 18:30 on a 13 week rolling rota

Tuesday will be scheduled as a college and/or apprenticeship learning day.

**Job overview**

Are you looking for an interesting role in a dynamic company offering a fulfilling career in customer service? We have an exciting opportunity for individuals with a passion for helping people and a desire to learn. Join us as a **Member Service Adviser Apprentice **and kickstart your rewarding career with MPS

Medical Protection Society protect the careers, reputations and financial security of doctors, dentists, healthcare professionals and organisations around the world. We do this by providing the most expert, trusted, and valued protection to enable our members to deliver healthcare.

Our Direct Sales and Service department are on hand to provide excellent customer service to existing and prospective members and, in this role, you will provide help, guidance, and support to members in the UK and Ireland. You will work within our unique contact centre to deliver a service that encompasses all the MPS Values and put the members at the heart of everything we do.

At MPS, we believe in nurturing talent and supporting career growth. Throughout your apprenticeship, you will gain valuable knowledge through on the job learning talking to members on the phone and combine this with off the job academic learning delivered at Leeds City College. This will enable you to provide exceptional service to our members, receive a recognised qualification in customer service and unlock opportunities for career progression within MPS.

This role sits under our hybrid persona meaning a blend of home and office-based working, to suit you and the needs of the business. You will be provided with full equipment and support to fulfil your role. Please note there is an 8-week induction and training period which will be primarily office based and with the first 5-weeks running from 08:30 to 17:00; this is to provide you with the best possible support during the start of your journey with MPS.

**As a Member Service Adviser Apprentice you will**:

- Take ownership of member enquiries managing them through to earliest possible resolution and making sure all actions are recorded on the relevant database.
- Act as first point of contact and resolution for complaints, issues, and disputes. Ensuring any expression of dissatisfaction is reported in line with root cause analysis and continuous improvement.
- Work in collaboration with other business areas when needed to ensure that the service to the member is as seamless as possible.

**We are looking for**:

- Excellent communication skills
- Good attention to detail
- Experience building rapport with people
- Confidence in learning and retaining new information and a drive to do so
- Competent IT skills, able to navigate computer equipment and use Microsoft Office products such as Teams and outlook
- Ability to work as part of a team in a fast paced and dynamic environment
- Able to handle difficult conversations, showcasing empathy and emotional intelligence

Experience working within a customer service setting (call centre or face to face) would be desirable but not essential. As long as you are someone who enjoys speaking to people, is confident, has a desire to learn and wants to join an inclusive, supportive, and dynamic team then this role is for you

**What to expect**:
There's lots to learn prior to you starting your role, but don't worry We have a fantastic, dedicated training team who as part of your induction we will ensure you have all the knowledge and skills you need; providing you with a bespoke, fully paid 8-week training programme. The training will start on **8th April**, and we will need your full attention during this time, so we wont be able to accommodate any annual leave during the first eight weeks. After training you will move into our high support graduation bay where you will refine your new skills and work with our brilliant established team of customer service experts.

During your apprenticeship you will be enrolled at Leeds City College (School of Business) and will complete the following programme and receive:
Level 2 Customer Service Practitioner apprenticeship qualification.

This programme will allow the apprentice to develop their skills, knowledge and behaviours through the practical period at college as well as in the work place doing on the job training. The broad purpose of the occupation is to provide a

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