Customer Service Apprentice

_Our client is now looking for a Customer Service Apprentice to join their busy team in Hickstead_

**Salary**: £9 per hour (Roughly £17k per annum)

**Hours per week**:
**Week 1 - 37 per week**

Monday, Tuesday, Thursday, Friday - 2pm - 10pm

Saturday 12pm - 7pm

**Week 2 - 35 per week**

Monday, Tuesday, Thursday, Friday 7am - 2pm

Wednesday 10am - 5pm

**Apprenticeship Qualification**: Customer Service Practitioner L2

**Customer Service Apprentice Duties**:
The job involves taking calls for assistance, advising our customers of job progress, and keeping all parties informed. The CSA position provides the vital link between motoring organisations, our own roadside staff, and the stranded motorist. Duties ofthe position include: -- Receiving calls for assistance via electronic data transfer, fax, and telephone.
- Recording all details taken from customers on the computer database.
- Communicating with all staff via radio, telephone, fax and mobile data.
- Monitoring progress of all work and keeping all parties updated.
- Updating computer job records with details of each job as operatives arrive and complete tasks. In addition, there are a number of records which are completed on paper based systems.
- Receive calls regarding queries of non-roadside services including parking and workshop services and where necessary give advice or route calls to the correct person.
- Providing customers with quotations for both roadside and workshop services.
- Receiving and verifying payment for work via cash, cheque and credit card.
- Carrying out invoicing of company work to motoring organisations.
- Updating both computer and paper records as necessary including data backup of the Recovery system.
- Assisting in the cleaning and presentation of the control centre.
- Working with the staff to implement policy updates and training requirements.
- Understanding the Company quality system in relation to the control room.

Alongside these duties, you will be completing an Apprenticeship, working towards the Customer Service Practitioner L2

**Customer Service Apprentice Requirements**:
Our client is looking for an enthusiastic and self-motivated professional with the following key qualities
- Excellent planning and memory - you will be monitoring up to 50 vehicles at any one time and your decisions directly affect both quality of service and Company profitability.
- Team skills - you will need to work with a small team of people within the Control Room and good communication is essential to get the best from this team.
- Customer skills - an excellent telephone manner and the ability to reassure stranded motorists.
- Pressure absorption - at times the Control Room can be a very hectic place, with many phone calls and high work volumes. You will need to deal with this calmly but still be able to focus on delivering great service.
- Personal ambition and motivation - you will need to demonstrate both personal ambition and a desire to grow this forward thinking, Company.
- Supervisory skills - you will be issuing work instructions to roadside staff on a daily basis.

**Customer Service Apprentice Benefits**:

- £9 per hour (Roughly £17k per annum)
- Bank holidays are classed as normal days where your shift lands on them. You will be required to work one of these shifts Christmas day, Boxing Day, New Year’s Day, with an additional shift bonus payment to be determined each year.
- 28 days paid holiday per annum including Eight Public & Bank Holidays
- Pension scheme

**About the Company**:
Our client provides a range of services to motorists throughout Southern England.

The call centre in Hickstead, West Sussex, takes calls for assistance from national motoring organisations, local motor dealerships, independent garages, and individual customers.

Calls are received in a variety of methods including electronic data transfer, fax and telephone.

Once received details of the vehicle breakdowns are entered on a computer database, before transferring the work to the most suitable roadside operative.

The call centre liaise with their own roadside staff, motoring organisations and the stranded motorist to constantly monitor service levels and inform all parties of job progress and when completed details of the vehicle failure are logged and relayed tothe motoring organisation, where applicable.