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Customer Service / Administrative Assistant Apprentice

HAPPY ENERGY SOLUTIONS LTD
Pay: £131.25 Text
Location: Cornwall Perranporth United Kingdom
Category: Entry Level
Available from: Mar 2018
Finishes on: Ongoing Position
Type of work: Full Time, Indoor & Outdoor
Job reference: E02590784
2018-01-16 2018-02-20

Job Description

To provide an efficient and effective service to Contact Centre customers, face to face customers in our Advice centre, clerical, administrative and marketing support service. As this is an apprentice post the job-holder will be required to work in various areas of the business to develop skills, knowledge and experience in all aspects of Customer Service, administration and marketing. This will be via on-the-job training and formal training sessions to establish knowledge and understanding.




  • Complete on-going tasks and meet deadlines set by the Outreach Co-ordinator

  • Complete specific projects within deadlines

  • Meet Key Performance Indicators

  • Provide administrative support to the Contact Centre team

  • Answer and progress Contact Centre team emails

  • Assist with inbound and outbound calls as required

  • Ensure that the Customer Relationship Management (CRM) data is kept “clean”

  • Manage an increasing number of digital enquiries from the company website, direct mail and social media sources

  • Seize opportunities to upsell products when they arise

  • To provide administrative support to the Contact Centre Team

  • To ensure that all the customer data that is required, in order to progress a Grant Claim, has been taken via a phone call / web form / email – including Referral Source etc. and entered on to the company CRM.

  • From this information, to advise customers of their eligibility for a grant (subject to DWP check / LA Flex), the potential grant amount and any customer contribution required.

  • To book a Technical Survey for the customer if they wish to proceed

  • To log follow up contact to liaise further with the customer if they require “time to think”, need to check with their Landlord etc.

  • To refer to the Outreach Co-ordinator if any queries arise which you are unable to answer

  • To log all calls / emails / web forms whether resulting in Grant Eligibility or not.

  • Follow communication “scripts” when handling different topics

  • Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives

  • Build sustainable relationships and engage customers by taking the extra mile

  • Meet personal / team qualitative and quantitative targets

  • Data Management



To maintain the ongoing integrity of customer data through:




  • Developing an excellent working knowledge of karmaCRM

  • Keeping records of all conversations / emails etc. via karma in a comprehensible way

  • Ensuring that data for each customer is complete, correct and updated as they progress through the sales process – including status / stage flags, notes, deals, cases etc.

  • Ensuring that the relevant stage / status for each customer is set as they progress through to survey stage via karma

  • Making sure details of surveys booked are passed immediately to the Operations Team via karma



Customer Relationship Management



The role may require on-going liaison with the customer through email, text and phone call – depending on the customer’s preferences.



The role will:




  • Be accountable for providing high customer service levels and developing strong customer relationships

  • Understand any situations of conflict, attempting to resolve any issues with empathy.

  • Where necessary, escalate an issue / complaint to the appropriate party

  • Provide Surveyors / Operations Team appropriate insight into issues and opportunities associated with customers


Personal Qualities :

Candidates need to have:




  • An interest in a customer support role and a keen interest in the use of technology

  • Enjoyment working under pressure and in stressful situations

  • A desire to progress within the organisation



Skills Required :

Candidates need to have:




  • Respect for confidentiality

  • A positive ‘can do’ attitude

  • Confidence and ability to establish effective working relationships

  • Strong phone and verbal communication skills along with active listening

  • Ability to multi-task, set priorities and manage time effectively



Future Prospects : Opportunity for permanent employment for the right applicant.
Opportunity to develop skills and knowledge within the professional environment.

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