Customer Experience Apprentice

As an Apprentice, you will be responsible for addressing customer enquiries, troubleshooting issues, providing product information, and ensuring an exceptional customer experience.

This role requires a proactive, adaptable, and customer-centric individual who thrives in a fast-paced, multichannel environment.

We are looking for somebody who is new to Customer Service and is keen to develop the skills to be able to complete the key responsibilities which consist of:

Multi-Channel Support: Providing exceptional customer support across a variety of communication channels, including live chat, email, phone, social media platforms (e.g., Facebook, Twitter, Instagram), and self-service portals. Customer Engagement: Build strong relationships with customers by offering timely, empathetic, and efficient responses to enquiries. Ensure that each interaction is aligned with company values and enhances the customer experience. Problem Resolution: Troubleshoot and resolve a wide range of customer issues, including product enquiries, service concerns, technical support, billing questions, and complaints. Utilise your problem-solving skills to resolve complex issues promptly. CRM Management: Use our Customer Relationship Management (CRM) tool Salesforce to manage customer interactions, log support tickets, track case progress, and update customer records. Omni-Channel Consistency: Ensure that the customer experience is consistent and seamless across all channels. Resolve issues effectively, regardless of the platform the customer chooses to contact us through. Collaboration with Teams: Work closely with cross-functional teams (IT, Claims and Operations) to ensure quick resolution of complex issues. Share insights and feedback to continuously improve the customer experience. Feedback Collection: Gather customer feedback during interactions and help identify recurring issues or areas for improvement in processes, products, or services. Maintain Performance Metrics: Meet or exceed established performance metrics, including response times, customer satisfaction ratings, first contact resolution, and ticket closure rates

You will work within a collaborative and supportive team culture. 

Training:

Customer Service Practitioner, Level 2.

Fortnightly attendance at Riverside College, Widnes.

Training Outcome:

There may be the opportunity to apply for jobs in the future within the company, if these arise. 

Employer Description:
With over 20 years of experience in the UK Taxi and Courier industry, we are dedicated to protecting our customers’ assets and providing peace of mind through comprehensive insurance solutions. Our expertise and commitment to customer satisfaction has made us a trusted name in the UK for insurance needs.

Working Hours :
Monday to Friday between 8.45am and 5pm.

Skills:
Communication skills,IT skills,Customer care skills,Problem solving skills,Team working,Non judgemental,Patience,Empathetic communicator,Keen to learn