Customer Service Senior Advisor - Apprentice

This is an exciting opportunity to begin a career in Customer Service. In this role, you will work as part of a fast-paced Customer Service team and also undertake a Level 3 Customer Service Specialist Apprenticeship. This is an exciting time to join the CSC as we develop how we deliver an enhanced customer experience for our wide range of customers, alongside a highly valued procurement service for low complexity procurement activities.

An Apprenticeship provides work-based, on the job training and development. The training is fully funded so it doesn’t cost you anything – and you’ll earn whilst you learn. They provide you with the skills, knowledge and behaviours you need to be fully effective in a designated role. With very few exceptions, you don’t need to have related work experience/ qualifications to apply.

What’s important throughout the Apprenticeship is that you put into practice what you learn, and capture evidence of this so your progress and increasing capability can be assessed. We want you to get the most out of your Apprenticeship. To help you manage your learning we’ll give you, over the duration of the Apprenticeship, a minimum of 20% of your paid working hours to focus on skills development. This means you won’t be asked to study in your own time.

However, both the role and the Apprenticeship are very demanding and you’ll need to work hard. You will be assessed throughout, and at the end, of your Apprenticeship by submitting coursework, undertaking exams and presenting your work to others

The post holder will:

• Deliver low complexity procurement activities on behalf of CCS customers.
• Over time, deliver impactful coaching, performance management and day to day management of a team, deliver improving levels of productivity and high quality results (measured in improved NPS scores), reduced complaints, reduced second line enquiry transfers, increased first contact resolution and continuously improved team effectiveness.
• Act as a reliable subject matter expert within the team whilst also managing the team by example and demonstrating a demand for new knowledge that supports customer enquiry resolution.
• Develop a competent and capable team of motivated front line customer service advisers.
• Pro-actively identify trends and issues in team performance and apply managed interventions through coaching, performance management and/or training to improve delivery and customer satisfaction.
• Conduct outbound customer contact to support enquiries and develop / identify new & existing business opportunities to provide CCS services.

• Contribute to the delivery of business targets through the delivery of EU compliant and commercially sound procurements
• Providing support in translating customers commercial requirements, into a compliant procurement, which include specific and measurable evaluation criteria
• Motivate a team of advisers in a busy and challenging Customer Service Centre environment.
• Observe calls and offer impactful feedback, coaching and management.
• Resolves 2nd line enquiries by phone & email, using product knowledge in a single pillar and working across pillars to share expertise and best practice.
• Develops knowledge bank materials to support the resolution of increasingly complex and higher volumes of enquiries through the Customer Service Centre
• Conduct outbound customer contact to support enquires, resolve complex issues & develop opportunities via outbound telephony & email to promote CCS services
• Develop on-going opportunities with existing & prospective customers via inbound telephony when a business opportunity is highlighted.
• Ensure the quality of data recorded in CRM CSC systems, delivery, quality assurance reviews where and when required.

Essential Criteria (to be assessed at application):

• Ability to identify trends and issues, understanding how to create, read and action reports and feedback.
• Ability to work as part of a team and with a customer service ethos.
• A strong communicator who can inspire people to reach their potential through holding impactful team meetings, one to ones and other forms of team contact.
• Understands, supports and is able to embrace targets, KPI’s and objectives as a standard operating tool with excellent analytical, verbal and written communication skills.

We'll assess you against these behaviours during the selection process:

• Seeing the Big Picture
• Changing and Improving
• Developing Self and Others
• Delivering at Pace
• Managing a Quality Service

What we will offer you, here are some of the benefits you can expect:

• Competitive salary
• Generous pension scheme
• A discretionary non-contractual performance related bonus
• Working remotely in addition to working in advertised office location
• Flexi time scheme (available for B1-B6)
• Minimum 25 days annual leave to a maximum service related 30 days excluding bank holidays

Explore fully how we will reward your work.

Want to make a difference? Find out more about the rewarding work that we do in our candidate pack.

Job contact :

Name :
The recruitment team
Email :
recruitment@crowncommercial.gov.uk

Recruitment team :

Email :
recruitment@crowncommercial.gov.uk