Apprentice Client Support Agent

The Customer Service Practitioner Apprenticeship that we are offering will allow you to kick-start your career in an industry that is constantly evolving, dynamic and transformational.

The steps you take will provide you with valuable first-hand experience, knowledge, skills and qualification to help drive your career forward. We are here to guide and support you every step of the way! With close mentoring support, the Client Support Agent will report to the Service Support Manager.

Reports to: Service Support Manager.

Department: Client Support.

The Job Role:

You will be the first point of contact for our clients when they raise issues or queries regarding their services, including billing queries, mobile charges and contract queries. You will liaise internally within the different departments to resolve the queries.

Duties and Responsibilities:

Respond to customers within a set Service Level Agreement Ticket queries sent to the correct department for investigation Update customers in a timely manner Process mobile hardware orders Process mobile queries and requests Liaise with suppliers Correspond with customers via email and phone

Completing Credit Requests:

Ensuring customer records are kept up to date Process cancellations

Training:

The practical period is the time dedicated to the development of the knowledge, skills and behaviours for your apprenticeship which includes the following components:

Level 2 Diploma in Customer Service Customer Service Practitioner Standard Functional Skills maths and English Level 1 and evidence of working towards Level 2 maths and English (exemptions may apply)

The apprentice would be assigned a Business Services assessor through the college, who would typically come out to visit in the workplace to assess workplace competence. The knowledge side would be provided via workshop remote sessions, assignments, evidence of workplace competence. Portfolio would be checked via an online Smart Assessor.

Induction to company:

Policies and procedures Organisation Mission and Values Union Street online resources for using aBILLity - Foundation 1 and 2

Training Outcome:

Rydal are a progressive company and value their workforce to develop and grow their careers within. For the right candidate, there may be a permanent position on successful completion of apprenticeship.

Employer Description:
Rydal Communications was founded in 2008 starting from a home-based location delivering mobile airtime and BT line rental and call traffic to local small businesses within the Peterborough area. Rydal has since evolved into an award winning, fully pledged Communications & Managed IT provider with 65 staff. Our service offering now specialises in Managed IT, phone systems, VoIP solutions, Gigabit broadband, mobile airtime and CCTV. This allows us to offer our clients a one stop service where they can rely on a trusted provider who truly does care about your business. Every one of our customers is important to us. That’s because we see our customers more as our partners. Your success is our success, and we want to help you reach your full potential. In a marketplace flooded with so many providers offering similar alternatives, it really comes down to choosing the right supplier. We firmly believe that our expertise, customer service and product knowledge make us that right choice. Our award for the best customer service within the unified communications industry really does amplify this statement. Rydal’s success is solely down to its people and the family-run approach. We invest in our people, helping Rydal to achieve its goals with powerful consulting, great customer service and best of breed products. Rydal lives by its core values – CONSULT - CONNECT -CARE

Working Hours :
Monday to Friday 9.00am - 5.30pm. Unpaid break

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Administrative skills,Logical,Team working,Initiative,Non judgemental,Patience