Apprentice Client Relations Specialist

3 weeks ago

Leeds, Leeds, United Kingdom Secom PLC Full time

About the Role

We are seeking a highly motivated and detail-oriented Apprentice Client Relations Advisor to join our team at Secom PLC. As a key member of our customer service team, you will play a vital role in delivering exceptional service to our clients and contributing to the growth and success of our business.

Key Responsibilities

  • Respond to and resolve customer inquiries and issues in a timely and professional manner
  • Update our operating system with accurate and comprehensive information, ensuring seamless communication with our clients
  • Conduct cross-referencing and verification of information to ensure data accuracy and consistency
  • Coordinate daily activities and optimize routes using our operating platform
  • Ensure the achievement of daily targets by effectively managing and prioritizing tasks
  • Plan and organize the diary to meet both company and client expectations
  • Collaborate with regional management, National Accounts, and other stakeholders to identify and escalate any issues or queries that may impact service delivery to clients
  • Perform cross-referencing of our operating platform to ensure accurate and up-to-date information
  • Efficiently handle and resolve reactive requests within specified timescales
  • Communicate daily handovers to management and fulfill any additional reporting requirements
  • Enforce health and safety standards, promoting a safe working environment, and complete all required e-learning modules to maintain compliance

Requirements

  • Excellent IT skills
  • Attention to detail
  • Problem-solving skills
  • Logical thinking
  • Team working
  • Creative approach
  • Strong work ethos
  • Interpersonal skills
  • Customer care skills
  • Administrative skills
  • Co-operative attitude

Education Requirements

  • GCSE or equivalent English (Grade C or grade 4 or above) essential
  • GCSE or equivalent Math (Grade C or grade 4 or above) essential

What We Offer

  • 21 days holidays plus Bank Holidays
  • Opportunities for career progression and professional development
  • A dynamic and supportive team environment

Expected Career Progression

  • Call Planner: Serve as a primary contact to meet our customer's reactive needs, ensuring Secom meets our clients' Fire & Security maintenance expectations and agreed SLA/KPI's.
  • Call Handler: Serve as the primary point of contact for meeting our customers' needs, responsible for overseeing the call handling team and ensuring they meet our clients' expectations in terms of Fire & Security services and adherence to agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
  • Service Operative: Serve as a primary contact to meet our customer's call needs, ensuring our call handling team meets our clients' Fire & Security expectations and agreed SLA/KPI's.
  • Maintenance Planner: Serve as a primary contact to meet our customer's PPM needs, ensuring Secom meets our clients' Fire & Security maintenance expectations and agreed SLA/KPI's.

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