Customer Service Advisor Apprentice
Please note - Our apprenticeship's are managed by Babcock International, by submitting an application to Babcock, your contact details will be passed to Babcock. All updates will be provided by Babcock International.
About the Role
This is a fantastic opportunity to become a customer service advisor within St John Ambulance. If you are passionate about customer service, we would love to hear from you.
As a Customer Service Advisor, you will be responsible for delivering exceptional customer service to all our customers. You will be part of our ‘scheduling team’, which means you will be taking and managing customers bookings for First Aid and other training courses that we offer
You will provide the best possible telephone-based customer service to incoming callers and work with our new email management system to respond to customers queries across multiple channels, ensuring queries are dealt with in-line with SJA targets, Service Level Agreements and ensuring the customer has a great experience with us from when they book a course to when they receive their certificate
You will also provide an effective telephone sales service to incoming callers in a professional manner and to process their bookings/requests efficiently to agreed levels and individual targets. Maintains customer records by updating account information and ensure that all bookings/orders are recorded accurately on relevant databases.
Work towards the achievement of personal targets therefore contributing to the overall business performance by maintaining a detailed knowledge of products, services and marketing campaigns
You will have the ability to build strong and effective relationships with internal colleagues across all levels of the organisation and liaise/negotiate to ensure customer requirements area achieved within a timely manner
• To be able to produce effective and accurate written communication, dealing with incoming emails and cases for bookings and general enquires in a professional manner whilst meeting the service level agreement and individual targets
• To effectively deal and process inbound communications to the Customer Service department
• Develop own subject and professional competence in accordance with the apprenticeship requirements and maintain records showing progress through the programme, including all formal and personal CPD events and records of achievement
• Perform any other duties commensurate with these responsibilities, the band of the post and skills and qualifications of the post-holder
To ensure you are successful in this role, you will be inducted into a fantastic training and coaching program to allow you to be Confident, Satisfied and Informed
We want our customer service team to be the best, so you will have a background in customer service, whether that be business to business or business to customer and have experience working over the phone and email.
Specific customer service and email management system will be given; however, you must have the knowledge and ability to use Microsoft Office/365 to an intermediate level.