Customer Service Apprentice

Company
With CIVICA UK LIMITED
Location
Working in Altrincham (view map)
Level
Advanced Level Apprenticeship
Salary
Paying £230.75 per week
Duration
15 months duration

About the apprenticeship

This is an opportunity to take a huge leap in your career development where you will be fully-sponsored through an internationally recognised Level 3 Apprenticeship. You will receive full support and training from senior members to enable you to become a key, valued and important member of the team!

You will also be enrolled onto our internal soft skills programme for apprentices and graduates covering time management, communication skills, project management and presentation skills. This is an excellent position for someone looking to develop their business skills in an organisation with 17 years of unbroken growth, operating in a rapidly expanding and hugely exciting UK and international tech industry.

The successful candidate will provide excellent customer service and effective application and technical support within agreed service level agreements and to customer satisfaction standards.  For this role you will be required to undertake the following tasks:

  • Log, maintain and resolve helpdesk issues and flag escalations
  • Receive and handle customer requests for support following agreed processes and procedures and maintain support systems records
  • Take receipt of the telephone calls that come in to the team
  • To own incident and request triage
  • To replicate bugs related to the software
  • Ensure calls are kept up-to-date
  • Awareness of the SLAs in customer contracts
  • To highlight potential major issues
  • To test bug fixes
  • To advance call resolution with other departments as necessary

The successful applicant will be joining a multi-disciplinary team with a focus on improving the Health and Social Care customer experience. The applicant will use a helpdesk system to track and take ownership of customer issues that are monitored within the parameters of Service Level Agreements. The role will provide exposure to many different technical areas and provide opportunities to get involved in all areas of the company.

This is an apprentice position within the team but with opportunities to progress within both the team and the company.

Future Prospects

This is an apprentice position within the team but with opportunities to progress within both the team and the company.