Brief overview of the vacancy role

Identify and capture customer’s needs in order to resolve and prevent customer queries at first contact. Provide an excellent and easy customer experience preventing customer dissatisfaction.

Vacancy Description

– Handling inbound calls, emails, orders and customer enquiries.

– Accurately produce customer orders and certificates

– Adhere to SLA’s.

– Record all customer enquiries on the CRM system and update communications.

– Prioritise enquiries according to customer demand.

– Liaise with Instructors/technicians when managing the diaries and assist helping with customer requests/queries.

– Proactively providing customers with updates on any delays, issues and progression of orders.

– Use own judgement to ensure first contact resolution, engaging cross functionally to provide excellent levels of customer service.

– Assist with external and internal audits.

– Comply with awarding body SLA’s

– The ability to cover and learn from the other CX Teams to support the business.

Desired personal Qualities

– Think Customer – is about genuinely putting the customer at the heart of everything we do, understanding who they are and realising that the decisions we make can impact the customer experience
– Make Things Happen – is about showing drive and determination towards the achievement of goals. Those who make things happen show initiative, prioritise their workload and demonstrate the right attitude even when things get tough.
– Work Together – is about building highly effective and trusting relationships with colleagues. Through this you are consistent in what you say and do, act with integrity, have respect for others and accept personal responsibility and accountability.
– Effective Communication – is about sharing your views and ideas and listening to those of others as well as utilising the most effective and appropriate communication methods.
– Deliver Our Numbers – is about understanding the financial performance of the business, your division and your team. Seeking opportunities to maximise profit and minimise costs.
– Open to Change – is about being flexible and comfortable in an ever changing work environment and showing a willingness to try out new things and adapt to different ways of working.


Customer Service Practitioner Apprenticeship L2

Expected duration


Paid hours per week


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