Customer Service Practitioner Apprentice

The Customer Service Specialist will be responsible for a list of key accounts.

Key account support:

Work closely with UK & EU commercial teams and key contacts to provide seamless customer service experience for all interactions for a united, world-class team Ensure that all enquiries are handled effectively, in a timely manner, and that the customer is kept informed as their query progresses, and that it is fully resolved to their satisfaction Work with the technical support advisors in the teams, plus the scheduler, to ensure that service levels are met in line with contractual obligations

There are three key areas covered by the Customer Service supporting all customers:

Quotes, Orders, and part requests

Ensure that all quotes and orders are processed accurately and in a timely manner for spares, engineer work, and consumable items, assist customers with returns, ensure customers are kept up to date with delays to orders, liaise with customers to manage paperwork to enable orders to be dispatched smoothly

Non-conformance reporting (NCR)

Log all NCRs and track the progress of the issue to keep the customer updated with the situation at regular intervals, providing final responses and reports to show their NCR has been resolved Work with the whole UK Customer Service team to ensure NCRs are resolved within KPI timescales

Other typical duties include:

Carry out customer satisfaction surveys Adhering to the team's key performance indicator goals and helping the whole team to meet these goals Provide feedback on processes to drive continuous improvement Working with our production team to ensure parts are correctly dispatched/returned as appropriate, relating to technical requests and returns for repair

Training:

The qualification is delivered in the workplace using real examples from the apprentice’s daily work. The apprentice will benefit from excellent coaching from our highly skilled assessors, who will work closely with you to ensure the skills being developed reflect your requirements.

Training Outcome:

Successful completion of this apprenticeship will allow you to progress to further apprenticeships. 

Employer Description:

Bioquell is a bio-decontamination technology developed by Ecolab, specialising in the design and manufacture of systems and services for the life sciences, pharmaceutical and healthcare industries. It utilises Hydrogen Peroxide Vapour to eliminate a wide range of biological contaminants, including bacteria, viruses, fungi and spores, ensuring safe and efficient work environments. Bioquell’ s solutions are widely used in hospitals, pharmaceutical and manufacturing plants and labs to reduce microbial contamination risks and meet regulatory standards.

Working Hours :
Monday to Thursday 8.30 – 17:00 (45min Lunch). Friday 8.30 – 15:45 (45min Lunch).

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Presentation skills,Administrative skills,Number skills,Logical,Team working,Initiative,multiple work streams,Time scales and deadlines met,Tenacity and positivity,Excel and Word,Prioritise your own workload,Resilient