Customer Service Advisor Apprentice

Apprenticeship Eligibility Criteria:This is a development role so to be eligible to apply, the training and development you receive during this apprenticeship must provide you with significant new skills and learning. This is an essential requirement for apprenticeship funding and means you must not already be over-qualified or over-experienced in this type of work.In addition you must:Not hold or be working towards a similar level or higher level qualification to the apprenticeship UNLESS this is in a significantly different subject/business area.Be aged 16 or over (there is no upper age limit).Have the permanent right to work in the UK and have been ordinarily resident in the UK/EU/EA for 3 consecutive years before starting the apprenticeship.Have left full-time education by the time the apprenticeship starts and not be in receipt of funding for other learning programmes (including another apprenticeship)2 x GCSES (or equivalent) in Maths and English at Grade C or above (or equivalent).If you are a graduate you will not be eligible to apply as this apprenticeship is specifically designed to offer opportunities to non-graduates, to complement the various graduate programmes and senior entry routes also available on Civil Service Jobs. These opportunities can be found via: https://www.faststream.gov.uk/Please Note: If you dont meet the above apprenticeship criteria we cannot progress your application for this role.If you are not sure whether or not you meet the criteria please contact [email protected] PurposeSupporting the Customer Service Centre by providing an efficient and effective single point of contact for external customer enquiries via the inbound and outbound telephone facility, email, letter and website.Provide high quality enquiry handling to customers & suppliers, ensuring consistency, accuracy and relevance of message content and delivery. Key Accountabilities:These will include: Provide a complete and informed response on first contact to all customers and suppliers. Enquiry resolution service for a wide range of customers across Central Government, the wider public sector and the business / supplier community. This requires strong CCS awareness to ensure a quality first line customer response to telephone, web and email enquiries. Managing workflow and escalation of enquiries that cannot be resolved at the first line to the relevant point of contact within the organisation. Ensure customer satisfaction and continuity of service is managed. Compliance with internal QA, organisational service and advice standards, ensuring high quality of support offered. Follow procedures for capturing and recording all customer generated communication and action accurately into the CRM system. Ensure individual and team targets / KPIs for customer service are maintained. Acknowledging complaints & where needed, the transferring of the complaint through to a senior advisor for resolution. Develop specialist expertise in agreed business areas.