About the apprenticeship
Duties
•You’ll professionally handle escalated contact centre calls, resolving issues at first contact where possible and escalating complex concerns to the appropriate teams or senior members of the team, ensuring all cases are handled effectively and in line with company policies.
•You’ll produce high-quality written responses to our customers by following our company tone, timescales, and content guidelines to craft clear and accurate communications to ensure all customer responses meet our quality standards and deliver a consistent experience.
•You will support the investigation of customer cases, by using a variety of methods, such as liaising with other internal departments, industry stakeholders and utilising industry systems, to build greater understanding of the contact circumstance.
Requirements
Qualifications
Desirable Criteria
· Work or volunteering experience in a relevant area.
· GCSEs A*-C/Level 9-4 in English, Maths and IT.
· Welsh language skills - Entry
Essential Criteria
· Ability to work to targets within a fast-paced environment with multiple priorities.
· Good time management and organisational skills.
· Pass the testing within the initial application process. This testing is used to uncover alignment to our values, behaviour and core Apprentice attributes, all of which can be found above.
Skills
Essential Criteria
· Ability to work to targets within a fast-paced environment with multiple priorities.
· Good time management and organisational skills.
· Pass the testing within the initial application process. This testing is used to uncover alignment to our values, behaviour and core Apprentice attributes, all of which can be found above.
Welsh language
Welsh spoken skills: No
Welsh written skills: No
If you are interested in doing an apprenticeship through the medium of Welsh or bilingually, please contact the training provider to find out if it is available.
Training provided
Training provider
Apprenticeship Learning Solutions Ltd
Qualification
Business Admin Level 3
Disability confident
Is this employer disability confident: Yes
What is disability confident?
Disability confident employers are committed to offering equal opportunities for people with disabilities and health conditions.
Employer details
Transport For Wales
3 Llys Cadwyn
Pontypridd
Pontypridd
CF37 4TH