Customer Service Apprentice

  • Portsmouth
  • National Minimum Wage
  • 4 days ago
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Mountjoy specialises in providing professional and high-quality construction, refurbishment, building maintenance and facilities management services across the south of England.

We have an exciting opportunity for a Customer Service Apprentice to join our dynamic team. In this role you will undertake a Level 2 Customer Service Apprenticeship over a 12-month period with a unique opportunity to gain hands-on, real-world experience in a professional setting.

You will be working in a call centre environment, making and receiving calls from Portsmouth City Council (PCC) Area Offices, our trade operatives and subcontractors. Your prime responsibilities will be to receive repair appointments over the telephone, schedule and book appointments to available appointment slots, record accurate, timely and valuable repair appointment information into our job management systems and PCC’s Repairs and Property database.

You will communicate with our trade operatives and subcontractors, sending them to jobs and taking accurate and valuable job completion information when repairs have been completed. To succeed in this role, it is essential you completely understand the end-to-end process of delivering the perfect repair for the customer, your role in that process and the responsibilities of others in that process.

KEY RESPONSIBILITIES:
• To successfully complete the Customer Service Practitioner Level 2 Apprenticeship programme
• Be able to manage inbound and outbound calls whilst always providing excellent customer service.
• Accurately and promptly record valuable information directly into Job Management Systems, Client Repairs, and the Property Database.
• To support management with the handling of the Compliments, Complaints and Customers Satisfaction.
• To assist with any other administrative activities required to support the team.
• Take responsibility for your own Health and Safety, working collaboratively with the Company and your line manager to ensure all safety guidelines are followed and strictly adhered to.
• To always live the Mountjoy ethos and values with whoever you engage with.

SKILLS REQUIRED
• To always maintain a professional and courteous telephone manner, regardless of the situation, and escalate issues to your supervisor for support when needed.
• Stay focused on the call or appointment you are handling, even in a busy and fast-paced environment.
• Be IT literate and comfortable using different forms of technology effectively.
• Possess strong typing skills, with the ability to record information directly into job management systems accurately and efficiently.
• Take direction from your line manager or mentor, providing regular updates and feedback on tasks and instructions given. • Ensure all information recorded in job management systems is grammatically correct, concise, and valuable for those accessing it.
• Be a dependable team player who is reliable and supportive of your work colleagues.

QUALIFICATIONS REQUIRED
• GCSEs in Maths and English at grade C or above.