Customer Service / Administrator Apprentice

As a Customer Service & Administration Apprentice, you’ll support the day-to-day running of the office while learning valuable business skills.

Your duties will include:

Speaking with customers over the phone and by email Booking appointments and updating schedules Processing paperwork and updating company systems Supporting the team with general office administration Assisting with daily briefings and helping ensure the day run smoothly Providing excellent customer service and building good relationships with clients You’ll be working closely with an experienced team who will support your learning and development while you gain real hands-on experience in a busy and professional environment

Training:
You gather and analyse data and customer information that influences change and improvements in service Utilising both organisational and generic IT systems to carry out your role with an awareness of other digital technologies. This could be in many types of environment including contact centres, retail, webchat, service industry or any customer service point

Business Knowledge and Understanding:

Understand what continuous improvement means in a service environment and how your recommendations for change impact your organisation Understand the impact your service provision has on the wider organisation and the value it adds Understand your organisation’s current business strategy in relation to customers and make recommendations for its future

Customer Journey Knowledge:

Understand and critically evaluate your customers’ possible journeys, including challenges and the end-to-end experience Understand why customer issues and complex situations sometimes require referral or escalation to specialist attention Understand the underpinning business processes that support you in bringing about the best outcome for customers and your organisation 

Customer Insight:

Know your internal and external customers and how their behaviour may require different approaches from you. Understand how to analyse, use and present a range of information to provide customer insight Understand what drives loyalty, retention and satisfaction and how they impact on your organisation. Understand different customer types and the role of emotions in bringing about a successful outcome

Culture and Environment Awareness:

Keep current, knowledge and understanding of regulatory considerations, drivers and impacts in relation to how you deliver for customers Understand your business environment and culture and the position of customer service within it. Business focused service delivery Providing a positive customer experience

Business-focused Service Delivery:

Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice Resolve complex issues by being able to choose from and successfully apply a wide range of approaches Find solutions that meet your organisations needs as well as the customer requirements 

Providing a Positive Customer Experience:

Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy Use clear explanations, provide options and solutions to influence and help customers make choices and agree next step

Customer Insights:

Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service

Customer service performance:

Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome When managing referrals or escalations take into account historical interactions and challenges to determine next steps

Service improvement:

Supporting development of solutions Make recommendations based on your findings to enable improvement Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

Training Outcome:
Customer Service position

Employer Description:

About us
I am privileged to be the leader of the Genesis Employment Services Team.

We work hard, play hard and have a friendly office atmosphere that many Candidates say they so rarely see with other UK employment agencies, proving that Genesis is not only a great company to be associated with, but a great place to work!

(You can find out a little more about some of the Genesis Team by reviewing our Company Profile/Brochure found on this website)

Why did I choose the name Genesis for my company name? Having spent over 30 years in the recruitment industry I thought it was time for change - a 'new beginning' in the way that recruitment agencies in the UK treated their employees and the service they provided to their clients.

We measure our success by the number of long-term and repeat clients who use us to fulfil their labour needs, the temporary workers who rely upon us to ensure they're being placed in a job that they'll love and the permanent placements we fill for old and new clients, at all levels in their organisation.

We are delighted to have been accepted as members of the REC and The ALP. We hold a Government GLA Gangmaster License proving that we adhere to all current Legislation and Code of Good Practice, ensuring that jobseekers and employers alike are treated equally and fairly, thus enjoying the highest service standards.

Please contact us if you're looking for staff, looking for your next move or even looking to join our team!

Working Hours :
Monday to Friday 8.30am - 5.00pm with a 30 minute lunch break

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Presentation skills,Administrative skills,Number skills,Analytical skills,Logical,Team working,Creative,Initiative,Non judgemental,Patience,Physical fitness