Customer Service Apprentice at Burntwood

Apprenticeship Summary

In this role, you will provide first line helpdesk support to and provide the first point of contact for a variety of facilities management requirements and administration. With strong administrative skills and customer focus, you will provide a friendly and proactive service to customers and conduct an efficient handling of each query and advise customers of the consequent solution.

Role Responsibility

·         Provide a friendly and professional point of contact for nursery settings for any queries or concerns

·         Handle incoming calls and manage outgoing calls as required

·         Liaise with wider team members to ensure the best resolution, consistent with the contract

·         Completing administration tasks that relate to the contract, including assigning contract colleagues and sub-contractors to service requirement tasks, payroll, general admin etc.

·         Liaise with relevant Contract staff and subcontractors in relation to all aspects of service desk requirements and that required information is returned in a timely manner. Respond to queries, amend data and re-issue tasks as required.

·         Work closely with Contract/Facilities Managers to develop and enhance the quality of service and reporting processes.

·         Carry out monitoring of CAFM (Expansive) data to ensure that Helpdesk work orders have been accurately created, assigned, prioritised and categorised in line with contractual KPI's and SLA's

·         Carry out monitoring of Horizon (internal telephone system) to ensure any missed calls are called back within the same working day