Customer Service Specialist Apprentice

Provide excellent customer service to all service users and clients Answer incoming telephone calls from tenants, landlords, and letting agents Respond to enquiries via the email inbox Resolve customer enquiries on the first contact Manage cases to a conclusion Update and maintain customer database and other relevant in-house systems Handle data sensitively Complete admin/ad-hoc tasks as required Assisting with managing client accounts, liaising with clients whilst seeking to improve on service being delivered Occasionally attend external events/networking when required to promote our service

Training:
An apprenticeship includes regular training with a college or other training organisation At least 20% of your working hours will be spent training or studying

Course contents:

Business focused service delivery:

Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
 
Business focused service delivery:

Resolve complex issues by being able to choose from and successfully apply a wide range of approaches

Business focused service delivery:

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

Providing a positive customer experience:

Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy

Providing a positive customer experience:

Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps

Providing a positive customer experience:

Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction

Providing a positive customer experience:

Demonstrate a cost conscious mind-set when meeting customer and the business needs

Providing a positive customer experience:

Identifying where highs and lows of the customer journey produce a range of emotions in the customer

Providing a positive customer experience:

Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format

Working with customers/customer insights:

Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it

Working with customers/customer insights:

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

Customer Service performance:

When managing referrals or escalations take into account historical interactions and challenges to determine next steps 

Service Improvement:

Analyse the end to end service experience, seeking input from others where required, supporting development of solutions

Service Improvement:

Make recommendations based on your findings to enable improvement 

Service Improvement:

Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

Training Outcome:
All job roles are advertsied internally and upon sucessful completion of the apprenticeship, the apprentice will be eligible for a suitable position within the company should there be a vacant role

Employer Description:

We are TDS. We were established in 2003 to operate tenancy deposit schemes across the UK and
to provide dispute resolution services in relation to tenancy deposits. We now operate tenancy
deposit schemes in England and Wales, Scotland, and Northern Ireland from our head office in
Hemel Hempstead and our other offices in Glasgow and Belfast. In 2022 we also launched the New
Homes Ombudsman Service. We are collaborative and forward-thinking with our colleagues and
customers at the heart of everything we do. With our proven success, it is necessary to expand our
team to ensure the services we offer continue to make a difference.

Working Hours :
Monday - Friday, 9.00am - 5.00pm

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