Apprentice Customer Service Advisor

UK-Based

To work with the members of the Technical Customer Service team to prioritise customer related issues and engage with the technical teams, following the documented process, in order to bring the issues through to resolution.

The service desk works along the lines of ITIL and ISO 20000.

Key Accountabilities

  • Provide first response in-line with defined SLA’s in order to deliver support and meet agreed client requirements
  • Display competence with managing a large amount of client requests to provide timely resolutions
  • Seek guidance from peers and external influences to grow awareness of technologies and processes
  • Complete issues autonomously, seeking advice when required, to ensure you are working to best practice and within company guidelines
  • Provide valid and accurate information to clients in order to ensure one-touch resolution
  • Display good verbal and written communication skills to resolve issues and maintain positive and professional lines of communication internally and externally
  • Collaborate with technical and non-technical teams to provide resolutions to open issues
  • Support the analysis and preparation of reports to ensure proper monitoring and evaluation of the customer service process, as well as proactively suggesting improvements
  • Proactively contribute to the positive culture of The Floow through everyday behaviours

Person Specification

  • Total commitment to customer service
  • Strong attention to detail
  • Strong organisational skills
  • Great interpersonal and communication skills

Apprenticeship Information

Customer Service Practitioner Level 2 Apprenticeship Standard. The apprenticeship training will be administered by a government approved apprenticeship provider.

 

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If you think you have the right skills for this role, please send us a copy of your CV and make sure to reference CS01

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