About this company:
We are an outstanding further education college. With a wide range of over 300 courses covering subjects from Animal Care, Business and Catering, to Forensics, Motorsport and Performing Arts, our campuses offer purpose-built accommodation for each subject to ensure that our students are learning in industry-standard facilities that reflect the environment you will work in after finishing your studies. Many of our College facilities are working and operating as commercial businesses alongside everyday teaching. This means you will get the opportunity to not only learn in the right environment for your studies but gain real life work experience in your chosen career, giving you a better chance over other candidates when you come to apply for employment.
The role of a Customer Service Practitioner is to deliver a high-quality service to the business’ customers. The post holder will influence the customer experience and their satisfaction within the business at the Fleets.
What you'll do at work:
Develop an understanding of the business, its ‘brand promise', values and service culture and uphold this through the services provided
Understand and follow internal policies and procedures, including any complaints processes and digital media policies
Understand the needs and expectations of the business’s customers and strive to meet these through excellent customer service delivery
Understand and uphold appropriate legislation and regulatory requirements
Use systems, equipment and technology to meet the needs of the customers
Monitor customer service levels
Establish facts that enable the creation of a customer-focused experience and appropriate response
Build trust with a customer
Understand the products or services that are available from the organisation and keep up-to-date
Use appropriate communication methods, depending on the task and environment
Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications
Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions
Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the business’s brand
Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and the business
Demonstrate patience and calmness
Understand the customer’s point of view
Use appropriate signposting or resolution to meet customer needs and manage expectations
Maintain informative communication during service recovery
Take ownership of keeping service knowledge and skills up-to-date
Consider personal goals and propose development opportunities
Act on and seek feedback to develop or maintain personal service skills and knowledge
Frequently and consistently communicate and work with colleagues in the interest of helping customers efficiently
Treat customers as individuals to provide a personalised customer service experience
Demonstrate personal pride in the job through appropriate dress and positive and confident language
Take ownership from the first contact and then take responsibility for fulfilling the promise to the customer
Delivery to be completed on-site and 6 hours per week off the job training either at Barnsley College or your place of work.
Student to complete an Intermediate Technical Certificate as a Customer Service Practitioner Level 2.