Helpcentre Analyst Apprentice

Job Description

Are you our missing ingredientIf you’ve booked a table or hotel room, ordered and paid for food and drinks, received loyalty offers, or downloaded your favourite hang out’s app, you will likely have used our product.We are a family business with Scottish roots. We operate from our modern head office in Edinburgh to our Marketing Technologies Division in Staffordshire, or our Innovation Centre in Abingdon and hotel management solutions base in Cardiff.If you’re looking to carve out a career where you can make a genuine difference, get truly involved in shaping the future and also shine as a person, then this is definitely the place for you.What we valuePassion, Teamwork, Innovation, Professionalism, Accountability and Customer Obsession are the values that make us the company we are.We are going on an exciting journey, and we need more like-minded travellers to help us get there!If this sounds like you then we would love to hear from you!You will

• Log all incidents within our call logging software, ensuring all relevant information is obtained, correct categorisation and SLA is chosen and advise caller of unique call reference number;
• Provide problem diagnosis, using appropriate support tools and resolution for problems. Assign calls to correct third party queues where appropriate;
• Maintain customer service standards by answering all calls promptly, remaining courteous and professional at all times;
• Proactively manage Customers expectations through either resolution of or updating on progress of their outstanding incidents/requests;
• Escalate any issues but try and ensure they are dealt with before problems occur;
• Track and monitor calls that are with third parties, to liaise with third parties for a resolution and escalate when resolution is not moving forward within the appropriate timescales;
• Resolve and close incidents and requests to customer satisfaction or escalate to the appropriate Account Manager where necessary;
• To contribute to overall achievements of required Service Level by maintaining agreed personal targets. Assist in ensuring SLA’s and KPI’s are met;
• Responsible for ongoing performance against appropriate Service Level Agreements and ensuring that these are continually improved;
• Ensure processes are documented and updated as necessary;
• Demonstrate a positive attitude towards change by words and behaviours. Challenge the way things have always been done and suggest improvements;
• Ability to build relationships with resolving teams and service management teams
• Adhering to complex processes and procedures;
• Ensuring Knowledge Base articles are regularly reviewed and updated;
• Training and mentoring new starters and acting as an ongoing point of escalation;
• Compliance – ensure that you understand and adhere to PCI-DSS policies

You will need the following skills:

• Motivation and talent, someone who thrives in a fast-paced environment
• Excellent written and oral communication skills with a passion for providing outstanding customer service
• Solid technical skills with a talent for troubleshooting and problem solving
• Strong analytical skills with a great attention to detail
• A flair for multi-tasking in a high-pressured environment
• A collaborative and proactive approach in all aspects of your work

What’s in it for you:

• Salary £16,800 per annum
• Weekly standard shift patterns are - Monday to Friday (40 Hours per week) 9.00am – 6.00pm
• Have your birthday as a day off on us
• Generous annual leave, with the ability to buy extra leave and sell leave back
• Employee protection - Life assurance, critical illness, income protection
• High street discounts
• Cycle to work salary sacrifice scheme
• Values in Action’ quarterly cash awards
• Employee of the year Awards

Future Prospects:90% of QA Apprentices secure permanent employment after finishing their apprenticeship. Additionally, there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks.Important Information:This vocational apprenticeship comprehensively supports your specific job role with this particular employer. Throughout your learning journey, you are fully supported by your dedicated QA skills coach and your mentor at work. They ensure you settle in,help you develop all the skills you need to be successful in your job role and pass your assessments, and can provide one to one support.Starting with insights into your current potential, they plan your growth in a programmatic way, close skills gaps with immersive training and ensure what you learn is applicable to what you do. They talk you through the specifics on the qualifications yougain and how they align in particular to your day to day role.On completion, as well as the valuable work experience you have gained, you get a nationally recognised qualification at SCQF Level 6 or Level 8.If you are interested in starting your career and receiving a work based qualification at the same time APPLY NOW!