Level 3 Customer Service Apprenticeship

1 week ago

Liverpool, United Kingdom Impact Futures Training Ltd Full time

Impact Futures are recruiting on behalf of **Liverpool City Region (MerseyTravel)**

**Job Title**: Customer Service Apprentice (Level 3)

**Location**:Liverpool, L31BP

**Hours**: 35 hours per week, Monday to Friday

**Salary**:£21,221.20 per annum

**Perks and Benefits**:

- Free travel pass for Trains, Buses and Ferries across the Liverpool City Region
- Flexible working for non shift workers
- 28 Days Annual Leave + Bank Holidays

**About the role**:
We are seeking an apprentice to support high quality customer service delivery across all customer service channels at our Mersey Ferries and Mersey Tunnels operations.
- Responsibilities:_
- To ensure high quality customer service delivery across all customer channels including, digital, telephony and face to face at our Mersey Ferries and Mersey Tunnels and Mann Island operational locations.
- To support the Customer Service Manager in workflow monitoring, resource allocation, communication, digital transformation and compliance in terms of data protection, PCIDSS and BACS Scheme Rules.
- Display Corporate Behaviours and Values.
- Adhere to Governance and compliance arrangements.
- Social Media Management.
- Website and chat bot administration.
- Data analysis and reporting.
- Key communications, briefing and preparing procedural guidance.
- Gain a working knowledge of Mersey Tunnels Tolling Operations. Electronic Toll Collection and TFLOW services.
- Gain a working knowledge of Mersey Ferries Operations - ticketing, marketing and customer service for events.
- Gain a working knowledge of Mersey Tunnels Police Combined Control Centre arrangements.
- Application Processing for commercial and concessionary customers.
- Gain a working knowledge of Smart Ticketing, Account Based Ticketing and ITSO Schemes.
- Payment reconciliations.
- Refund processing and approvals up to agreed limits.
- Skills and Personal Qualities required:_
- Demonstrate a strong customer focus by putting the customer at the heart of everything we do.
- Awareness of Health and Safety
- Excellent Communication Oral and Written.
- Excellent interpersonal skills.
- Awareness of Equality and Diversity
- Be a champion for change with a Can Do Attitude
- Commitment to learning and development.
- Ability to work on own initiative and as part of a team.
- Time Management
- Work prioritisation.
- Personal Organisation.
- Self motivated, responsive and flexible in the delivery of allocated schedules and work areas.

**_Qualifications Required:_**
- GCSE Grades 4-9 (A*-C) or equivalent is essential
- Experience or knowledge of digital channels and social media engagement would be advantageous for this post.

**About the employer**:
Merseytravel is the passenger transport executive, responsible for the coordination of public transport in the Liverpool City Region in North West England.

**About the training**:
Upon successful completion of the apprenticeship programme, you will achieve a Level 3 certification and can join the Institute of Customer Service as an individual member at a professional level.

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