Brief Overview of the Role

An excellent opportunity has arisen for an apprentice to work as an apprentice Customer Service Advisor. The role at EMH group is a key position within the business, acting as a first point of contact for customers, covering a range of queries, dealing with sensitive issues, and treating each customer with respect.

Duties to Include

• Handle all multi media queries, and resolve them promptly in a helpful, respectful and courteous manner
• Providing a tailored service for our diverse customer base
• Interpret repair queries and respond within set guidelines including instructions to contractors
• Tenant arrears – sending standard letters as generated by Orchard in accordance with income management policy. Providing advice, including welfare benefits, updating our records, liaising with relevant officers and making appropriate agreements to repay
• Deal with lettings queries as appropriate for the LA region
• To keep accurate records of involvement and action taken and to ensure that all records, computerised and manual are kept up to date
• To contribute positively to the CSC team to ensure effective operation of the CSC, which also includes the Customer
• To communicate / liaise with other departments, offices and external bodies to ensure the efficient, professional and effective provision of services
• Promptly refer calls that cannot be dealt with to the appropriate member of staff
• Maintain regular and effective liaison with group based staff
• To undertake administrative duties as requested. Examples would include, word processing, data input, post, photocopying

From time to time, you may be required to perform other duties as requested by your Line Manager, and whilst not listed above, these duties will be appropriate to the level of responsibility held and to the scope of the role as defined.

The training you will be getting

• Customer Service Practitioner Level 2 Apprenticeship Standard
• Functional Skills if required
• Blended on/off the job training and location to be confirmed

Desired skills and personal qualities

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Presentation skills
• Administrative skills
• Number skills
• Analytical skills
• Logical
• Team working
• Creative
• Initiative
• Non judgemental
• Patience

Qualifications

• GCSE English (Grade 4) desirable
• GCSE Maths (Grade 4) desirable

About the Company