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Customer Service Apprentice
Apply From: 06/02/2025
Learning Provider
Delivered by MBKB LTD
Employer
AMEY SERVICES LIMITED
Vacancy Description
The role holder will provide first line support for Amey Contracts, employees and partners and be responsible for maintaining client relationships through a quality standard level of customer service. As a critical point of contact, the role holder represents Amey both internally and externally, therefore the role holder will also be responsible for upholding Amey’s values at all times.
Day to Day Task Management
* Management of all customer queries/requests/complaints received in Customer Services from Amey employees, clients, and contracts.
* 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-mails, 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 client 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 Customer Service Activities
* 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 to 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.
Collaborative Working
* Drive and promote the Amey cultures and values from within the team.
* Liaising with and directing field-based operatives across the business.
* Working within Group Shared Services (GSS) to promote best practice.
Key Details
Vacancy Title
Customer Service Apprentice
Employer Description
Amey is a leading provider of full life-cycle engineering, operation, and decarbonisation solutions for UK infrastructure. We work in a variety of markets to keep people moving, thriving, and support economic growth. For the last 100 years we have transformed the UK’s infrastructure. Join us and be involved in transforming it for the next 100 years.
Vacancy Location
Ecclesfield Depot, S35 9YR
Wage Frequency
Custom
Number of Vacancies
1
Vacancy Reference Number
1000299860
Key Dates
Apply From
06/02/2025
Closing Date For Applications
2025-02-28 23:59:59
Interview Begin From
Possible Start Date
2025-09-01 00:00:00
Training
Training to be Provided
A 100% tailored training and assessment program will be delivered to support you throughout your Apprenticeship, (15 months including endpoint assessment). All online delivery over teams/zoom platforms. Topics covered include:
* Knowing your customers
* Understanding the organisation
* Meeting regulations and legislation
* Systems and resources
* Your roles and responsibilities
* Customer experience
* Product and service knowledge
* Interpersonal skills
* Communication
* Dealing with customer conflict and challenge
Learning Provider
MBKB LTD
Skills Required
Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Problem-solving skills, Presentation skills, Administrative skills, Number skills, Analytical skills, Logical thinking, Team working, Creativity, Initiative, Non-judgemental attitude, Patience.
Apply Now
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