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Customer Engagement Apprentice

Vax
Pay: £142.50 Text
Location: Worcestershire Droitwich United Kingdom
Category: Entry Level
Available from: Oct 2017
Finishes on: Ongoing Position
Type of work: Full Time, Indoor & Outdoor
Job reference: E02542160
2017-09-22 2017-10-26

Job Description

Contact Handling




  • To handle all contact in line with agreed KPI’s (balance scorecard)

  • To provide consistent customer service standards across all channels

  • To offer advice and information on related issues

  • To aim for a first contact resolution

  • To maintain a good knowledge of products and processes



Quality & Compliance




  • To adhere to all company policies and procedures

  • To achieve high quality standards

  • To ensure all data is captured correctly and accurately



Legislative & Regulatory




  • To adhere to relevant legislation such as the Data Protection Act

  • To be responsible for implementing relevant legislation to perform the role

  • To adhere to knowledge of where to go for advice on a range of legislation and regulatory issues



KPI’s Metrics / Deliverables



To achieve targets in-line with a monthly Balanced Score Card covering:




  • Best in Class Customer Experience; Contact Quality

  • Operating Efficiencies; SCR and Efficiency



GM% and ASP Focus; Email and Chat Handling Rate


Personal Qualities :

  • Hard Worker

  • Team Player

  • Passionate 

  • Friendly

  • Target driven



Skills Required :

  • Good communication skills, written and oral

  • Good understanding of computer software and office packages

  • Good attention to detail, able to work with data quickly and accurately

  • Able to work effectively as a team and independently to meet targets

  • Self-motivated



Future Prospects : Full Time Position after the Apprenticeship.

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