Apprenticeship in Level 2 Customer Service

3 months ago

Runcorn, United Kingdom Total Training Provision Full time
About the Job

We are looking for an apprentice to grow with our business working as part of the technology team for a Telecoms company providing support to team members in the technology department for customer orders. 

The ideal person will be highly resilient and able to remain calm and efficient under pressure and have excellent interpersonal skills in order to provide support for our customers, working directly with the SOP Process Lead, updating customers and team members of technology department on various aspects of the ordering journey.

Job Purpose:The successful candidate will be able to work well on their own and will have good customer facing communication skills. Communicating with our customers by remotely via e-mail, our ticketing system or by telephone.

The ability to work under pressure and meet deadlines is also important, as well as being flexible and forward thinking as day-to-day activities can regularly change.

Working with team members, including technicians and advisers, in order to ensure team objectives are being met and supporting the sales team in achieving their sales goals.

Provisioning a section of products for existing and new customers including but not limited to:
  • Provisioning and supporting, leased line, fixed, and mobile solutions.
  • ADSL circuits.
  • FTTC circuits.
  • FTTP circuits.
  • Ethernet circuits.
  • Mobile Sims.
  • Working on the service desk, assisting the sales order process with provisioning, engineering faults.
  • Managing customer request’s (MACD’s) in a timely manner and within SLA. 
  • Answering customers queries, including passing customers to other departments within the business.
  • Assisting with documenting and enhancing current process, continually look where we can improve.
  • Keep customers up to date, with the provisioning and engineering elements of their order.
 The ideal candidate will be:
  • Excellent communication skills.
  • Proactive and positive with a ‘can do’ attitude.
  • Effective time management and organizational skills.
  • Competent working alone or as part of a team.
  • Logical approach to problem solving.
  • Ability to work under pressure and within time constraints.
 Technical Requirements:
  • Knowledge Microsoft applications. 
  • Knowledge using online portals.
 Qualities and Skills Required:
  • Excellent written and spoken English.
  • Good administration, planning, and organizational skills.
  • Change, incident & problem management.
  • Highly focused with excellent attention to detail and quality and service led attitude.
  • Creative and lateral thinker, able to generate process improvement and implementation.
  • Ability to work on multiple tasks in isolation and within a team.
  • A positive and proactive attitude.
  • Dynamic and confident and acts as a source of inspiration for the team.
  • Excellent computer literacy.
  • Extremely efficient, result-driven, and goal-oriented.
  • Able to build a strong rapport with customers.
  •  Strong customer service skills.
  • A good listener possessing excellent client empathy skills.
 Experience & hands-on knowledge of the following would be beneficial:
  • Managing / provisioning (includes MACD; move, add, change & delete) various technologies and software.
  • Working within a service desk environment recording faults and managing clients’ expectations.
  • You must also have a keen appetite for learning and working in a technical / engineering environment.
  • A ‘can do’ attitude is essential and practical competence is a necessity.
  • You must have strong communication skills both written and verbal.
  • A self-starter able to work autonomously and in a team.
  • Knowledge and experience in deploying and installing cloud-based communication systems.
  • Knowledge of Landline provisioning. 
  • Knowledge of mobile provisioning.
  • Knowledge of fixed and wireless networking.
  • Knowledge of WLR, LLU, Broadband and Fibre provisioning.
  • Knowledge of VoIP telephone systems.
 
Please note there is no public transport to this site so you must have another form of transport.

Working days and hours are Monday to Friday - 9am - 5pm.

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