Customer Service Assistant Level 2 Apprenticeship at Age UK

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Customer Service Assistant Level 2 Apprenticeship

Duties and responsibilities include:

Customer Responsibilities:

  • To be the first point of contact for all customer enquiries
  • To ensure all phone calls are answered promptly between the core business hours
  • To welcome new customer enquiries and initially discuss what the Group has to offer
  • To signpost customers requiring trading products to Age UK national using the set procedures in place
  • To provide exemplar customer service in line with the Group’s expectations
  • To respond to customer enquiries through multiple channels of communication, including letters, email, telephone, websites, face-to-face, and public facing events
  • To ensure all customers are responded to within the organisation’s service level agreement of two working days
  • To direct customers to the appropriate person from within our organisation who can meet customer needs, or signpost him/her to other services and activities in the area
  • To liaise with external agencies as appropriate
  • To ensure front of house promotes up to date information at all times about our services and products
  • To deliver team support in the Customer Service Centre on a flexible basis
  • Have a clear understanding of the Customer Journey and the ability to deliver and document the Guided Conversation

Compliance Responsibilities:

  • To maintain booking and recording systems, observing rules of confidentiality at all times
  • To contribute and oversee Quality Assurance in line with quality standards
  • To keep an up-to-date filing system for own area of work
  • Complete CRM systems for customer interventions in line with quality guidelines and run required statistical reports

Service responsibilities:

  • To work to quality control measures to ensure effectiveness of service and to operate at all times in line with the quality assurance systems and procedures relating to own area of work
  • To ensure good customer relations are kept at all times and assist with customer feedback and surveys
  • To keep up-to-date with service provision at Age UK North Tyneside to ensure customers receive the best service possible
  • To keep up-to-date with local information, national issues affecting everyone aged 50 and over
  • To promote and help maintain the Group’s Contractors Database

Team Responsibilities:

  • To participate in team meetings and staff training and development as necessary
  • To occasionally work from other offices in North Tyneside, carrying out administrative or reception/event duties

General responsibilities:

  • To comply with the Quality Assurance System for the organisation
  • To comply with the complaint investigation process
  • To comply with the Health & Safety Management system for the organisation
  • To comply with the Data Protection Act 2018
  • To comply with equality & diversity good practice
  • To promote the organisation’s services, values and aims at every opportunity
  • To ensure confidentiality of information and data protection regulations are followed
  • To undertake any other reasonable duties delegated by the Head of Corporate Support

Training to be provided

  • Customer Practitioner Level 2 Apprenticeship Standard

Desired skills

  • Excellent verbal, oral and written communication skills
  • Ability to work under pressure
  • Excellent personal organisation
  • A professional personal and telephone manner
  • Ability to work within a team of staff and volunteers
  • Able to work using own initiative with a flexible approach

Personal qualities

  • Reliable & punctual
  • Flexible
  • Desire to develop
  • Honest & Trustworthy
  • Caring 
  • Respectful
  • Realistic 
  • Responsive
  • Infleuntial 
  • Inclusive
  • Empowering 
  • Realistic

Desired qualifications

  • English / maths GCSE Grades A-C (8-4) or equivalent
  • Customer Service training

Future prospects

  • Potential full time employment at end of apprenticeship 

About Age UK

Age Uk are the country's largest charity dedicated to helping everyone make the most of later life.

Age UK's vision is to make the UK a great place to grow older. We do this by inspiring, supporting and enabling in a number of ways.

How to apply

To apply for this role and to find out more, please click on the apply button.

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