Customer Service Apprentice

Comprehensively understands the product range of the business unit to proactively maximise all sales opportunities and to provide advice on products and suitable alternatives to the customer Has the ability to provide information and advice on key initiatives happening in the business unit, which will support the customer, such as website developments or e-commerce activities Responds to and deals with issues relating to orders and deliveries from customers effectively to minimise the effect on the customer and cost to the business, by dealing with queries as quickly as possible, maintaining a helpful and friendly approach, avoiding repeat calls for the same issue Develops effective relationships with existing customers by promoting products and services and promotions within business unit where applicable Manage customer concerns process applicable to business unit in line with local business procedures Utilises Management Information systems to properly understand customers’ terms and conditions where applicable Operate effectively and efficiently within current policies and KPI targets relating to call handling, despatch, complaint handling, email enquiries and telephone responses Process order quotations including freight costing and follow up Liaising with internal and external departments to ensure that orders are swiftly processed and dispatched Deals with returns and credits in a timely manner Provide effective support to the Sales teams, Marketing, Product Management and any other key functions applicable within the business unit and other group companies as required Participate in specific projects and improvement activities as required and directed by Management Understand, proactively embrace and positively act in accordance with our core values and beliefs; empowerment, innovation and integrity and consistently demonstrate the associated behaviours Understand, proactively embrace and positively act in accordance with our code of conduct Ensure completion of all relevant compliance training and procedures Assist with on-boarding of new staff into the business by helping with Training and providing information and assistance Help and assist other team members, even outside of own individual tasks Take pro-active responsibility for the improvement of KPI’s by providing data to Management and actions plans for improvement To be responsible for the health, safety and welfare of self and colleagues in accordance with group and local EHS procedures

Training:
Customer service practitioner Level 2 apprenticeship standard Weekly off the job training Blended learning sessions with assessor coach Functional skills if required

Training Outcome:
The opportunity to progress to other roles and areas of the organisation

Employer Description:
Abloy is the UK’s leading expert on high quality door locking and functionality, with a rich heritage in producing the world’s most trusted access control hardware. As a pioneer in the industry with a history of innovation, Abloy offers solutions that are secure, robust, easy to use and feature the latest technological developments. The Abloy product range has for many years included the ultimate patented, high-performance electric locks, strikes, cylinders and padlocks. In recent years this has been substantially expanded with innovative, market leading electromechanical and digital systems such as CLIQ®, Incedo™ Business, Aperio®and SMARTair™, to create an extensive, compliant access control range. Abloy’s comprehensive portfolio of locking solutions meets virtually any requirements, providing flexible, scalable and compliant security, including access control systems designed to help control the movement of people in a wide range of building types and applications. As a trusted partner and first-class service provider, Abloy satisfies customers who demand the highest level of security, resilience, reliability and convenience, with the capability to offer a complete security solution - from initial surveys and fact finding, to assessments, planning and specification. You’ll find Abloy staff friendly, knowledgeable and willing to put in that extra commitment to specify the right solution for your needs. The world around us is changing rapidly, so Abloy continuously invests, innovates and develops new products and technology to meet the current and future needs of the market, which puts the brand at the forefront of access control and locking security. Abloy UK is fully owned by ASSA ABLOY, the global leader in total door opening solutions. From locks to security doors, entrance automation and access control systems, ASSA ABLOY has an annual turnover of €6 billion and employs approximately 44,000 people worldwide.

Working Hours :
Monday to Friday 8.30am - 5.00pm with half hour lunch but hours will vary on other weeks Monday, Thursday and Friday 8.30am - 3.30pm - to be confirmed upon start

Skills:
Communication skills,IT skills,Attention to detail,Customer care skills,Problem solving skills,Administrative skills,Team working,Initiative