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Customer Centre Apprentice

Anchor Hanover Group
Pay: Competitive salary
Location: Yorkshire Bradford United Kingdom
Category: Entry Level
Available from: Jun 2020
Finishes on: Ongoing Position
Type of work: Full Time, Indoor & Outdoor
Job reference: E03507505
2020-05-20 2020-06-16

Job Description

JOB PURPOSE & CONTEXT:



The Customer Centre Advisor will report to a line manager within one of the following teams sat within the Customer Centre:




  • Customer Enquiries

  • Customer Support Team - Leasehold

  • Customer Support Team - Rental

  • Customer Relations

  • Customer Centre Support Team



The Customer Centre Advisor will be part of the Customer Centre department. They will be responsible for handling all contact from new and existing customers, both internal and external, regarding Anchor services.



As an advisor, you will contribute in providing an exceptional end to end ‘customer’ experience, at every touch point working to a principle of ‘right first time’.



An empowered individual, you will take ownership to constantly identify recommendations to ensure Anchor remains the market leader.



Through a ‘Sales through Service’ approach, you will confidently present to customers, opportunities to enhance our service provision.



KEY ACCOUNTABILITIES & DECISION MAKING:



Achieve/exceed your personal KPI’s and Service levels therefore contributing to the overall Anchor business performance.



Supported by your line manager, driving your own personal development within Anchor and in doing so make Anchor a ‘Great Place to Work’, therefore contributing to Anchor being an ‘Employer of Choice’.



Track trends and patterns through the MI available, escalating any areas of concern to the relevant parties.



As an individual you will seize all opportunities to contribute to our ‘Sales through Service’ culture, embracing Anchor’s values and behaviours and consequently deliver an outstanding customer experience.



Apply ‘Customer Centric’ decision making, based on 4 key principles: one touch, first time resolution, solutions not designed around failure and reducing the cost to serve.



An effective team player, you will identify opportunities and support colleagues throughout the department ensuring business continuity.



KEY ACTIVITIES:




  1. Responsible for managing all customer contact regarding Anchor services in your role. Build strong and effective relationships with every stakeholder to deliver an exceptional end to end customer experience.

  2. Deliver the desired customer experience by applying ‘Customer Centric’ decision making, based on 4 key principles: one touch, first time resolution, solutions not designed around failure and reducing the cost to serve.

  3. Deliver continuous improvement by utilising available tools and methods to identify opportunities for improvement, feedback results by the appropriate channel and propose change.  


Personal Qualities :

We will look for the following skills as required:




  • Communication (written & verbal)

  • Literacy

  • Numeracy

  • Keyboard

  • MS Office applications



Skills Required :

  • Effective and accurate written and verbal communication skills

  • Excellent attention to detail

  • Flexible, resilient and adaptable to drive and work within an ever changing environment

  • Competent in multi-tasking, prioritisation and forward planning.  Ability to manage competing demands

  • Comprehensive working knowledge of MS Office applications, in particular Excel, Outlook and Word

  • Excellent telephone manner



Future Prospects :

Potential for a full-time position whilst completing the apprenticeship.


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