Customer Services Operative

2 weeks ago

Dorchester, United Kingdom ITP Full time

**The Opportunity**

Our client is recruiting for an Apprentice **(Customer Services Operative) **to join their team in **(Dorchester)**

The**Level 3 Information Communication Technician **apprenticeship programme that we are offeringwill allow you to kick-start your career in an industry that is constantly evolving, dynamic and transformational.

The steps you take will provide you with valuable first-hand experience, knowledge, skills and qualification to help really drive your career forward. We are here to guide and support you every step of the way

**The Company**

Specialists in providing global connectivity, distributed to the telecoms industry through unique and innovative platforms

**The Position**

**Job Title**:
Customer Services Operative

**Apprenticeship Course**:
**Level 3 Information Communication Technician**

**Apprenticeship Duration**:
18 Months

**Location**:
Dorchester

**Working Hours**:
Monday - Friday 09.00 - 17.00.

One hour for lunch + 2 x 15 Minute tea breaks

**Salary**:
£12,000 - Per annum

This role is to provide a professional first level support function for customers. To develop and maintain quality and consistency of the customer experience. The team is a first point of contact for customer fault incidents.

Your duties will include:

- Handling cases/tickets effectively and efficiently.
- Undertaking diagnostic checks to establish the root cause of a fault and then execute the right corrective action.
- Working with supplier portals and logging/updating of faults on the portals.
- Diagnosing VOIP/SIP faults and progressing these
- Diagnosing Broadband faults and progressing these
- Handling complex queries and customer escalations, taking full ownership through to identifying solutions or handing across to the relevant 2nd line function.

As part of your role, you will gain knowledge and understanding of:

- What is covered under a customer maintenance agreement, knowledge of different system types and associated care levels.
- Knowledge of PSTN, ISDN, ADSL, FTTC and FTTP
- Understanding of the care levels and associated SLAs and setting clear expectations with customers.
- Good understanding of networking, TCP/IP, WAN/LAN
- Understanding of VOIP/SIP technology
- Excellent troubleshooting skills
- Knowledge of NTS faults
- Good understanding of hosting products and domains.

**What else you’ll need**:
On occasion you may be permitted to work from home, you will need a reliable broadband speed. We ask that it’s at least 10mbps download and similar upload speed. You will also need a suitable home working environment (we’ll provide the computer equipment, but you will need a suitable desk space with no interruptions or distractions).

**Eligibility Criteria**

**About ITP**
We help employers develop their best talent and inspire the next generation through apprenticeships, mentoring and training, we’re plugging the UK’s digital skills gap to provide a workforce for the future.

The ITP are working on behalf of a third party to advertise their vacancy. By submitting your CV, you agree to be contacted by The ITP and your information to be passed on to a third party.

**Job Types**: Full-time, Apprenticeship

**Salary**: £12,000.00 per year

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Dorchester: reliably commute or plan to relocate before starting work (required)

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

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