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Level 3 Customer Service Apprenticeship

Impact Futures Training Ltd
Job LocationLiverpool
EducationNot Mentioned
Salary21,221 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Impact Futures are recruiting on behalf of Liverpool City Region (MerseyTravel)Job Title: Customer Service Apprentice (Level 3)Location: Liverpool, L31BPHours: 35 hours per week, Monday to FridaySalary:£21,221.20 per annumPerks and Benefits:

  • Free travel pass for Trains, Buses and Ferries across the Liverpool City Region
  • Flexible working for non shift workers
  • 28 Days Annual Leave + Bank Holidays
About the role:We are seeking an apprentice to support high quality customer service delivery across all customer service channels at our Mersey Ferries and Mersey Tunnels operations.Responsibilities:
  • To ensure high quality customer service delivery across all customer channels including, digital, telephony and face to face at our Mersey Ferries and Mersey Tunnels and Mann Island operational locations.
  • To support the Customer Service Manager in workflow monitoring, resource allocation, communication, digital transformation and compliance in terms of data protection, PCIDSS and BACS Scheme Rules.
  • Display Corporate Behaviours and Values.
  • Adhere to Governance and compliance arrangements.
  • Support with email processing and call handling
  • Social Media Management.
  • Website and chat bot administration.
  • Data analysis and reporting.
  • Key communications, briefing and preparing procedural guidance.
  • Gain a working knowledge of Mersey Tunnels Tolling Operations. Electronic Toll Collection and TFLOW services.
  • Gain a working knowledge of Mersey Ferries Operations - ticketing, marketing and customer service for events.
  • Gain a working knowledge of Mersey Tunnels Police Combined Control Centre arrangements.
  • Application Processing for commercial and concessionary customers.
  • Gain a working knowledge of Smart Ticketing, Account Based Ticketing and ITSO Schemes.
  • Payment reconciliations.
  • Refund processing and approvals up to agreed limits.
About the candidate:Skills and Personal Qualities required:
  • Demonstrate a strong customer focus by putting the customer at the heart of everything we do.
  • Confident in use and application of ICT systems including Microsoft Office Suite.
  • Awareness of Health and Safety
  • Excellent Communication Oral and Written.
  • Excellent interpersonal skills.
  • Awareness of Equality and Diversity
  • Be a champion for change with a Can Do Attitude
  • Commitment to learning and development.
  • Ability to work on own initiative and as part of a team.
  • Time Management
  • Work prioritisation.
  • Personal Organisation.
  • Self motivated, responsive and flexible in the delivery of allocated schedules and work areas.
Qualifications Required:
  • GCSE Grades 4-9 (A*-C) or equivalent is essential
  • Experience or knowledge of digital channels and social media engagement would be advantageous for this post.
About the employer:Merseytravel is the passenger transport executive, responsible for the coordination of public transport in the Liverpool City Region in North West England.About the training:Over the course of 18 months, you will study subjects such as knowing your customers and your products/services, the customer journey, being open to feedback, systems and resources, regulations & legislation, influencing skills and team working, leadershipstyles, dealing with customer conflict, decision making skills and continuous improvement (these topics may differ).Upon successful completion of the apprenticeship programme, you will achieve a Level 3 certification and can join the Institute of Customer Service as an individual member at a professional level.

Keyskills :
Communication SkillsCustomer ServiceOrganisational SkillsTime ManagementPrioritisation

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