Apprentice Contact Centre Agent (Level 2 Customer Service Practitioner – Amazon Store

About the job: To promote and sell a range of Club services and products, handle member and non-member enquiries and resolve complaints to the required standards. Provide excellent customer service in relation to all product areas via inbound calls, outbound calls, e-mail, WebChat and/or social media as required.
Key Tasks/Accountabilities:

To undertake the completion of the Level 2 Customer Service Practitioner apprenticeship programme (minimum 12 months, plus a 3 month end placement assessment – EPA).
In conjunction with business requirements, to undergo training and comply with current and ongoing FCA regulatory requirements.
To promote and sell to members all the Club\’s services relating to Membership, UK Sites and potentially Caravan Cover or Travel, ensuring compliance with all standards.
To undertake, as required, ongoing learning activity to develop product knowledge across the full range of products to meet operational requirements.
To provide a high level of customer service and product information to our members and potential members, in accordance with the Club’s standards and strategic goals, processing and escalating calls as necessary to ensure first time resolution wherever possible.
To assist other sections of the department and represent the Club at outside events as required.

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Essential Skills & Experience Required:

A level educated with a minimum of Level 4 GCSE level for English and Maths.
Previous experience of a customer service role is advantageous.
Good communication skills, both verbal and written.
Knowledge of Google Suite is advantageous.
Ability to demonstrate a confident, empathetic and passionate approach to customer service.
Ability to adapt to new systems/changes/procedures as required.

Due to FCA (Financial Conduct Authority) regulations, candidates will need to provide relevant information to complete a:

Basic Criminal Records Check

These will be undertaken via Experian through a secure and confidential portal.
Location:

Ideally you will be able to work effectively from both home and our East Grinstead office location as required, although the majority of the working time will be office based.
Up to £18,500 per year depending on experience.

Working hours:

35 hours per week
Daily working hours will be 08:45 – 16:45 or 09:30 – 17:30 (10:00 – 18:00 March – August) rotated each week Monday to Friday, including a 1 hour lunch break (unpaid) and 2 x 15 minute breaks.

Over the course of the 15 months as an apprentice, you’ll develop the skills and experience to manage a variety of tasks including how to promote and sell a range of Club services and products, handle member and non-member enquiries and resolve complaints. You’ll undertake the Level 2 Customer Service Practitioner apprenticeship and we will provide you with the support that you need to achieve this.
You will be required to attend, complete and evidence the required tasks in line with the Customer Service Practitioner Apprentice Programme, which is a minimum of six hours per week. This is within your normal working day and much of the evidence required will be part of the job role. You will also be required to attend regular meetings with an external assessor to discuss the progression of the programme, which is also incorporated into your standard working hours.
Either before or during the apprenticeship, apprentices will be required to achieve level 1 qualifications in English and Mathematics (equivalent to GCSE Level 4) prior to taking end point assessment (EPA).



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