Apprentice Customer Service Advisor

Business Area

Head Office, Driving Services, AA DriveTech

Reference

HO02501

Regions

South East

Locations

Basingstoke

Company description

 

We are the AA. And we keep everyone’s show on the road. There for our customers wherever and whenever they need us, we’re always ready for anything. That’s why, for over 100 years, we’ve continued to evolve and adapt. Today, as the nation’s number one motoring organization, we offer a range of excellent products and services to millions of customers.

Location: Basingstoke

Salary: £9,000

Full time, permanent.

Studying: You’ll complete your coursework & build your portfolio as you go along through submissions to an online portal. Although you’ll be studying, it’s not the same as being at school or college. Through our training provider ‘Catch 22’ you’ll have the freedom & respect to complete your studies as you see fit, as well as being able to contact your tutor for support through the online portal if you need it. Every 8 weeks you’ll be visited by your personal tutor to discuss the work you’ve already done & you’ll be given some development points to keep you improving.

The Qualification: An NVQ Level 2 Customer Service Practitioner qualification is nationally recognised and a great first step in a career. What you learn will set you up perfectly to push forward in your career, whether you go on to further study or move into higher positions in work. Most of our previous apprentices have gone on to full time jobs.

This is the job

Your role is key to the business and simply you will be contributing to our ethos and be on the frontline to help drivers book themselves on one of our training courses. This is solely an inbound Call Centre and you will largely handle calls from members of the public.

What will I be doing?

  • Working in a team and contribute to our key targets and service levels
  • Helping delegates in updating their booking
  • Seeking to book those potential delegates on to one of AADriveTech awareness courses
  • Accurately record personal data from delegates
  • Attending training sessions advised by your team manager
  • Working on your own and team targets
  • Working on a rotation basis (to handle peak call volumes) covering week ends (with 2 days off during the week once a month).
  • Delivering quantity as well as quality
  • Taking payment on the telephone

What do I need?

You don’t need any previous experience or knowledge of customer service. To be a success, you’ll need to be enthusiastic, self-motivated, and willing to work hard to achieve your goals.

  • Experience of working in customer environment.
    • Experience of using systems/processes to handle data.
    • Experience of using telephone to perform work tasks.
    • Attention to detail and accuracy.
    • Excellent telephone manner and communication skills.
    • Rapport builder.
    • Ability to multi-task whilst remaining calm under pressure
    • Ability to work within a team environment.
    • Able to demonstrate consistent achievement e.g. evidence of meeting and exceeding targets 
    • Able to build long term relationships
    • Planful and able to work on own initiative
    • Ability to multi-task whilst remaining calm under pressure
    • Fully competent in Excel, Access & Word.
    • Educated to GCSE/A-Level standard or equivalent work experience.