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Customer First Apprentice

Accord Housing Association Ltd
Pay: £131.25 Text
Location: West Midlands West Bromwich United Kingdom
Category: Entry Level
Available from: Dec 2017
Finishes on: Ongoing Position
Type of work: Full Time, Indoor & Outdoor
Job reference: E02550169
2017-10-12 2017-11-25

Job Description

Duties include:




  • Respond to routine queries across a broad range of services and more complex queries within designated specialism via telephone/fax and emails within Customer First operational targets

  • Support the achievement of Customer First service levels/service standards

  • Escalate more complex queries to a line manager as per escalation procedure

  • Deliver an excellent service to both internal and external customers

  • Contribute to developing and maintaining positive customer relationships

  • Contribute to improving quality of service provision by being available to handle customer enquiries using the relevant scripts as provided

  • Be proactive in suggesting improvements to call handling activities/systems/procedures

  • Identify and address the needs of our customers and act upon their requests

  • Log comments, compliments and complaints in accordance with the Accord Housing Association procedures

  • Support outbound customer satisfaction surveys as and when required

  • Support back-office duties as and when required e.g. post opening, franking, banking and reception cover.

  • Work within the business commitment to equal opportunities and promote anti-discriminatory practices in all aspects of daily work

  • Contribute to an effective and safe working environment

  • Participate in performance appraisals and personal development processes

  • Adhere to group policies and procedures

  • Attend, as and when required, meetings, seminars and training events

  • Attend appropriate stakeholder/resident meetings as and when required


Personal Qualities :

  • Positive

  • Team player

  • Honest



Skills Required :

  • Manage own timekeeping

  • Ability to work flexibly.

  • Excellent time keeping



Future Prospects : • Completion Bonus of £455pa (Paid on successful completion)
• Recognition through Apprentice of the Year category in Accords’ Great People recognition awards
• Excellent progression opportunities whether looking to study further or develop in the workplace

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