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Apprentice Customer Service Advisor

AGILISYS CONTACT SERVICES LIMITED
Pay: £142.00 - £163.00
Location: Kent Maidstone United Kingdom
Category: Entry Level
Available from: Aug 2018
Finishes on: Ongoing Position
Type of work: Full Time, Indoor & Outdoor
Job reference: E02679314
2018-06-27 2018-07-27

Job Description

***THE EMPLOYER HAS ASKED THAT YOU DO NOT CONTACT THEM DIRECTLY. DOING SO COULD JEOPARDISE YOUR APPLICATION***



If you do not meet the criteria for this position, your application will not be considered.



Main Duties:




  1. Answer and respond to customer calls into the Contact Centre, to provide a service for a specified area of the Authority’s operations, giving information and advice as trained.

  2. Handle calls for specific services providing information and advice where appropriate with the aim of ideally resolving customer enquiries at the first point of contact.

  3. Interpret queries/problems that are generated by calls from customers in order to generate solutions to meet the caller’s needs.

  4. Re-route calls to an appropriate officer when unable to assist the customer, so that they obtain an appropriate response to their enquiry.

  5. Maintain call quality standards through the effective use of verbal communication when responding to each call, including following the Authority’s complaints procedure when appropriate, to ensure that callers are always provided with a high quality and efficient service.

  6. At the end of each appropriate call, offer the Govmetrics customer satisfaction survey.


Personal Qualities :

  • Able to remain calm under pressure

  • Ability to learn and deliver new services

  • Possess a friendly and helpful disposition



Skills Required :

  • Personal self-confidence to provide a customer focused front-line enquiry service via the telephone.

  •  Ability to handle a wide range of enquiries in a contact centre environment.

  • Computer literate and ability to operate telephone equipment effectively.

  • Effective communication skills, both written and verbal with a polite, efficient and courteous manner.  Able to deal sympathetically with distressed, agitated, confused, irate customers or those with special needs

  • Some knowledge of how local authorities or other large organisations operate



Future Prospects :

  • Potential for full time employment for the right candidate.




  • There are opportunities to progress from a Level 2 to a Level 3 qualification

  • Many employers retain apprentices in full/part time positions

  • The Qualifications you gain can also help you to get into higher education or other employment 

  • Being an apprentice gives you the opportunity to gain a recognised qualification and developing professional skills whilst earning a salary, inside some of Kent’s best companies.

  • Once the Apprenticeship has been achieved you will have the skills, abilities and experience to update and enhance your CV, to make it attractive to potential employers.


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