Customer Service Apprentice

Overview

SFL Mobile Radio Holdings has been established for 27 years. The group covers 5 companies and 50+ employees, holding ISO9001, ISO14001 and ISO45001. We are ambitious, have seen exponential growth over the last 5 years, and have an aggressive growth plan for the next 10 years. We work across all verticals, with strong relationships within construction, MOD, Hospitality, Utilities and manufacturing.

Role

We are looking to appoint a Customer Support Apprentice. The position is based at the Head Office on the Wirral, working in the Sales and Hire Departments. You will be enrolled on a Level 3 Customer Support Apprenticeship scheme. This is a full apprenticeship and on successful completion of the course you will gain a Level 3 qualification in Customer Support.

Responsibilities

• Dealing effectively with customer disputes and resolutions.
• Entering incoming orders onto the MIS system.
• Providing product knowledge, information or service offering on customer enquiries.
• Communicating via the phone, emails, online chat or face-to-face with the customer.
• Updating and maintaining our records on our software system to identify and gather analysis.
• Monitoring trends on failing parts or recurring customer disputes to improve our products and provide the data required to make informed decision making.
• Communicating with customers about returns and disputes.
• Finding the best way of resolving and dealing with the issue to hand.
• Advising customers on product and service offerings.
• Responding to customer enquiries via e-mail (Outlook), phone or live chat or, at times, face-to-face interaction.
• Processing orders (on hires) and sales, requests for collections (off hires) and the efficient exchange of equipment.
• Creation of loss/damage letters to customers relating to hires.
• Contribute to the regular review of the company's procedures to improve customer service.
• Liaise with colleagues to source additional equipment required to fulfil orders.
• Plan for deliveries and collections to ensure the customer gets what they want when they want it.
• Prepare quotations for new contracts and follow these up.
• Process all input to IT systems and paperwork relating to hires or sales.
• Develop and maintain knowledge of the company's products sold and equipment for hire.

Qualifications

• 5 GCSEs grades A - C/9-4 or equivalent (including English Language and Maths).
• An excellent telephone manner.
• A good understanding of what good customer service entails.
• Good, basic computer skills - knowledge and use of Excel, Word and emails.
• Ability to communicate in a professional but friendly manner.
• A good attention to detail with a commitment to ensuring quality and quantity of output.
• Flexible and able to work in all areas on their own or as part of a team.
• Commitment to promoting behaviours as set down in the SFL Employment Handbook.

SFL are committed to equality of opportunity for all staff and welcome applications from any individual regardless of sex, age, disability, gender reassignment, sexual orientation, race, religion, belief. All applications are welcome.