Customer Service Apprentice

We are excited to offer a fantastic opportunity for a Customer Service Apprentice to join our Sheffield Local Authority account based in Sheffield.

The main purpose of the Customer Service Operator is to deliver effective and efficient customer-facing services, by processing maintenance, undertaking compliance-related tasks and resolving customer requests/queries/complaints.

• Management for all customer queries/requests/complaints received in Customer Services from Amey employees, clients and contractors.
• Answering high volumes of calls within agreed targets for each contract.
• Ensuring excellent levels of customer service and service delivery are maintained and exceeded.
• Process calls, e-mail, and web requests via Amey’s chosen software.
• Job ownership of all processed requests through to completion. This will include progress chasing and liaison with clients and on-site staff.
• Escalating customer requests / queries / complaints as appropriate.
• Understanding relevant contract response times and Service Level Agreements in the transacting of customer queries/requests/complaints.

• General Administration tasks that are required for normal functioning and out of scope projects for Customer Services.
• Completion of all shift responsibilities, such as, monitoring of web events, e‑mail events, and external web applications systems and running of daily/weekly/monthly reports.
• Demonstrate confidence in daily responsibilities and system use for existing and new clients.
• Proactively following up to see cases through to completion, and making proactive outbound telephone calls.
• Ensuring a high level of attention to detail in all work tasks, i.e., cases, reports, requests.
• Adhering to Amey company policy and Customer Services processes.
• Record and report any ‘non‑compliance’ issues to a Team Leader/Manager as soon as practicable.
• To provide regular management information reports as and when required.
• Assist in the delivery of targeted Customer Services training to new employees as and when required.
• Assistance in the creation and analysis of performance/improvement reports, to be sent to the Customer Services Manager at the end of each month.
• Scheduling responsive and planned appointments for field-based operatives across the business.