Home / Apprenticeships / Apprentice Customer Service Advisor – EXERTIS (UK) LTD

APPRENTICESHIPS

Apprentice Customer Service Advisor – EXERTIS (UK) LTD

26/01/2022

Apprentice Customer Service Advisor – EXERTIS (UK) LTD

SectorBusiness

Level2

LocationBurnley

Hours37.50

Wage£161.25

Have a question? Get in touch!

Or call us on 01282 733005

About this vacancy

The Customer Service Advisor is the first point of contact for all queries to the Customer Service department, ensuring that a high quality of service is delivered at all times to both our external and internal customers.

Skills and Personal Qualities required:

  • Well-organised and systematic
  • Good communication skills, both written and verbal
  • Can demonstrate research skills
  • Has a basic level of computer skills
  • Confident in speaking to people
  • Punctual
  • Adaptable
  • Hard working

GCSE Maths and English Grade 4 (C) and above

Please see link to the company website – https://www.exertis.co.uk/

SectorBusiness

Level2

LocationBurnley

Hours37.50

Wage£161.25

Duties/main responsibilties include:

  • To be the first point of contact for all queries to the Customer Service department, ensuring that a high quality of service is delivered at all times to both our external and internal customers
  • Managing own performance against key performance indicators including but not limited to; call and email activity, response times, ticketing system management, adherence to the returns process, courier claims process – within the guidelines set by the Customer Service General Manager
  • Maintaining profitable relationships between Exertis, its’ customers and third party service providers such as couriers. Ensuring that high levels of service are provided at all times
  • Ensuring compliance with ISO processes, escalating changes or deviations through the appropriate channels and using the correct version of all documentation
  • Processing all transactions in accordance with the company policy – escalating ‘out of policy’ issues to the General Manager
  • Taking accountability for opportunities and training to develop skills, knowledge and behaviour according to the personal development plan (PDP) agreed with the Customer Service Team Manager / Team Leader
  • Maintaining a high performing work ethic in line with company values and management expectations
  • Resolving internal and external issues promptly and professionally – escalating to the Customer Service Team Leader / Manager where necessary
  • Working towards performance objectives agreed with the Customer Service Team Manager / Team Leader and taking appropriate action on any feedback on performance
  • Demonstrating high levels of motivation to drive towards key performance indicators on a daily, weekly and monthly basis contributing towards consistently high levels of team morale
  • Attending side by side coaching sessions with the Customer Service Team Leader / Manager. Agreeing and completing SMART objectives to increase productivity and improve performance in line with Exertis quality standards
  • Attending daily team meetings to learn about important messages to set themselves up for the day ahead
  • Building internal relationships to encourage synergy with other departments such as Commercial, Sales, Credit Control and Logistics
  • Demonstrating strong awareness of and commitment to Ethics and Compliance and the Group Business Conduct Guidelines.

Working week

Monday to Friday 9:00 – 17:00

Have a question?Get in touch!

Or call us on 01282 733005

Take the next step toward a career in Business