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Customer Service Advisor

2 months ago

Newcastle upon Tyne, United Kingdom Arvato Full time

The Role

An exciting opportunity to work on a national helpline providing specialist advice and support to from employers, training providers, employer-providers, and end point assessment organisations. 

Apprenticeship Service helpline Advisers offer information to organisations regarding how to use the appropriate systems in order to manage their apprenticeship funding. They also support training providers and end point assessment organisations to manage the progress and attainment records of apprentices on programme. 

 The post holder will be responsible for identifying technical support queries and taking the customer through a step-by-step process to reach a successful resolution. Additional tasks will include raising complex queries to Tier 2 technical support and managing ongoing incidents by providing regular updates and gathering further details when needed.

The team supports these stakeholders in a range of ways: from account set-up, answering questions in relation to funding and the apprenticeship levy, and an element of technical support assistance. This can be via incoming telephone calls and emails, as well as providing a small number of outbound calls, to customers requiring technical incident updates where required.

Core hours required are 8am-8pm but there may be a requirement to work outside normal office hours, when necessary, therefore a flexible attitude to working hours is essential. 

Key Responsibilities and Accountabilities

Work within defined quality guidelines and maintain good practices at all times Access and research information sought by callers quickly and accurately Accurately collate and record caller information for use in management information reports Develop and maintain an interest in related topical issues and those likely to affect contacts Deliver specialist subject material as appropriate Assess caller needs either directly or as a referral and either meet these needs or refer to another agency or to a specialist Undertake administrative and other tasks as required relevant to working environment

Knowledge, Skills & Qualifications

Educated to at least Level 2; to include Maths and English qualifications  (Essential) Experience of interacting with customers via telephone (Essential) Excellent telephone manner with exceptional verbal and written communication skills (Essential) Ability to work independently and as part of a team (Essential) Listening skills and the ability to interact with employers and training providers in a professional and non-judgmental fashion (Essential) IT literate, strong keyboard skills and comfortable in using a wide range of commercial software packages, for example Microsoft Office (Essential) Experience of working in a contact centre environment (Desirable) The position is subject to an enhanced CRB Check and further vetting processes as appropriate to fill our contractual and safeguarding procedures (Essential) Knowledge of areas including apprenticeships, traineeships, and education (Desirable) Experience of providing technical support and guidance. (Desirable) Understanding of confidentiality in relation to safeguarding situations and Data Protection Act. (Desirable)

In return, we’ll offer you: 

28 days holiday (including 3 public/bank holidays) plus the opportunity to purchase additional days off Excellent on the job training and on-going core skills development Life assurance and access to a company pension scheme (after qualifying period)  Exclusive staff discounts at holiday, leisure & other retailers, so you can buy and do the things you love for less An employee assistance programme to ensure your wellbeing Monthly employee-voted awards to recognise your achievements Unique career opportunities within this client partnership

Still like what you see? If want a role where you’re encouraged to be 100% you every day and you're happy with the following final points, get in touch and apply today

You will be required to provide specific documentation in a timely manner to satisfy UK Right to Work checks You must be based in the UK You will need a quiet and comfortable ergonomic workstation when working remotely  Full availability during 3 week training required, this will be on site at Stockbridge House (NE1 2HJ) Diversity & Inclusion Statement

It’s our differences that make our organisation stronger, and we work to ensure that all our colleagues’ voices are heard and that their aspirations are nurtured in a culture where people can grow and be 100% themselves every day, no matter their age, sex, gender, disability, ethnicity, sexuality, neurodiversity, or religion. Not only are we a Disability Confident Committed Employer, but we also believe in continuously strengthening our female talent, standing with the LGBTQI+ community and celebrating our multicultural workforce.