Customer Support Apprentice

Job Role: Customer Support Apprentice

Location: Longridge, Preston

Hours: 37.5 Hours per week (Monday to Friday) - Monday to Saturday on a roster basisShift patterns available: Currently 9am - 5.30pm. During peak season this may alter to either 8am - 4.30pm or 9.30am - 6pm.

Salary: £12,500 per annum for the first year of employment. Once the apprentice has been in work for 1 year, the salary will increase to the National Living Wage

Holidays: 33 days inclusive of bank holidays

Reporting To: Head of Support

Company Background:Skiddle was born in 2001 as a what's on guide and began selling tickets in 2006 and is now one of the UK's most loved ticketing services selling tickets for tens of thousands of events throughout the UK, from independent club nights through to 60,000 capacity festivals. Skiddle currently sells tickets for the likes of The Warehouse Project, Creamfields, Digbeth Dining Club and Live Nation, and hundreds of independent venues and promoters across the country. Likewise, we host the largest festival guide in Europe.

We love what we do here at Skiddle, and we want you to love what you do too! As a Customer Support Apprentice, youll become an integral part of making the UKs event industry the world-leading enterprise that it is today. Your main responsibility will be to provide vital customer service to our many loyal customers, from existing ticket holders to potential new customers whilst also liaising with event organisers to resolve their queries and ensure their events run smoothly.

Our exceptionally high level of customer service is something were extremely proud of here at Skiddle and constantly committed to retaining. Were thrilled to be rated as one of the best in the industry by our customers, via trustpilot.co.uk and reviews.co.uk, and always aim to deliver first-class customer support to customers and event planners alike.

Our Customer Support team handles a broad range of ticketing-based queries on a day-to-day basis, received via phone and email, and via support and social media channels. Through delivering first-class customer support, youll directly impact the departments performance, assisting in achieving the companys goals.

Principle Accountabilities:

A Customer Support Apprentice will work as part of the Support team to provide support to customers and competently perform the following day to day accounting activities:

• Handle incoming general ticketing queries from existing and potential customers, received via multiple channels including calls, email, support and social media

• Manage inbound customer queries via our in-house support platform (Intercom)

• Responsible for managing multiple customer queries against tight deadlines

• Accountable for the resolution of all queries at the first point of contact

• Regular outbound call activity and building a rapport with customers and event organisers alike

• Working as part of a team to ensure that all customers receive the best possible experience

• Responsible for maintaining a high level of professionalism with customers and event organisers ensuring you establish a positive rapport with each interaction

• General administration duties including images and listing moderation

• Maintain our public-facing information to ensure customers can obtain relevant information

• Reviewing internal processes and managing workflow to ensure consistency amongst the team, taking the opportunity to suggest improvements and support the overall team goals and business strategy

• Stay up to date on product knowledge and be informed of any changes in company policies

• Manage refund protection-based claims raised via our insurance partner to ensure that the process is upheld.

• Achieve and aspire to personal and team KPIs

What Skills will I learn?

Skiddle aim to help employees achieve their full potential and the following skills will be gained:

• Interpersonal skills
• Communication
• Influencing skills
• Personal organisation
• Dealing with customer conflict and challenge

Person Specification:

This is a tremendous opportunity for a professional to work in one of the most exciting industries in the modern job climate. Our ideal candidate will take initiative and who will thrive in a dynamic and fast-paced environment upholding our core values through authenticity. You will be an organised individual who possesses a good level of communication both internally and externally with a desire to achieve. You will be required to complete a Customer Service Practitioner Apprenticeship over a 12-15 month period.

The successful candidate for this role will have a thirst for knowledge allowing them to gain a strong command of the companys policies and who has a can-do attitude, is extremely organised and possesses a good level of communication both internally and externally with a desire to achieve, no matter how challenging the request.

We are looking for an enthusiastic talented individual who is passionate and love what they do and looks to continually improve their skills ensuring Skiddle remains a leader in providing an impeccable experience to event attendees and organisers.

• A genuine interest in events and the events industry
• An ability to work effectively both individually and collaboratively as part of a team
• The ability to build and maintain positive relationships
• A strong work ethic and commitment in order to meet the standards required
• Minimum Level 4 (or equivalent) in Maths & English
• Strong attention to detail
• Excellent written and spoken English
• Ability to work towards deadlines and maintain confidentiality

What can Skiddle offer:

In return for your commitment and enthusiasm, you can look forward to excellent working conditions in a progressive and growing company. We have a friendly informal and lively culture, where everyone is trusted to take ownership of their own workload. Youll be challenged but rewarded by working for this evolving business, where youll enjoy team outings, charity fundraising activities and going to events. We can offer:

• Friendly working environment
• Full Training
• Future career progression
• Cycle to work scheme / Tech scheme
• Casual dress code
• Increased Holiday entitlement after 1 year service
• Attending events alongside our vibrant team
• Free parking

Please note: The head office is easily accessible from the M6 however rurally based; therefore, own transportation is highly recommended.

Important Information: The successful applicant must agreed to a Basic Disclosure under the Disclosure and Barring Service (DBS) procedures. Employment will be confirmed to the successful applicant subject to a satisfactory Disclosure report.