Inntel Ltd

Apprentice Customer Service Executive - Advanced (Level 3)

Inntel Ltd (Employer)

Colchester Institute (Training Provider)

Annual wage £10,004.80
40.0 hours per week Monday to Friday, shifts are either 9:00-17:30, 9:30-18:00 or 10:00-18:30. We are flexible to account for employee’s travelling times and methods. 30 minute unpaid lunch break per day and 15 minute paid break in the morning or afternoon.
18 months (duration)
5 September 2022(start date)
Customer service specialist (apprenticeship standard)
19 August 2022 (application closing date)
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Job Description

The Customer Service Executive will provide customer service support to all of Inntel’s clients regarding supplier/Inntel complaints, issues and feedback. There is also the requirement in the role for data analysis, report production and collation, service level monitoring and supporting clients with our online booking tools.

Responsibilities

What will the apprentice be doing?

  • Manage complaints on behalf of clients and Inntel Client Relationship Managers regarding all supplier/Inntel complaints and feedback issues.
  • Investigating and documenting to ISO standard to ensure all complaints resolved in a timely and customer satisfactory standard.
  • Administration of Inntel booking errors that have resulted in charges by way of producing a summary sheet for sign off and creating a booking on Ezi to settle the charges.
  • Support with any system service issues (LOGiC helpdesk) from clients via email, over the phone or using the website chat service bringing them to a satisfactory conclusion.
  • Produce and collate monthly client reports e.g. complaints / phone stats / SLA.
  • Assist in the preparation of client presentations, proposals and other business development documents.
  • Assist with client and internal queries, client reports and managing Customer Service Questionnaires.
  • Carry out an annual review the Customer Service process and identify potential improvements to enhance the service offering.

What training will the apprentice take and what qualification will the apprentice get at the end?

  • The apprentice will be working towards the Customer Service Specialist Level 3 apprenticeship standard.
  • All delivered within the work place via online training and at Colchester Institute Campus.

What is the expected career progression after this apprenticeship?

  • Previous Customer Service Executives have moved into roles such as Business/Data Analysists, Online Support, Client Relationship Executives, or the role could lead onto areas of product development or project management.

Reality Check

The role is heavily computer based but we encourage screen breaks and walking meetings to step away from the computer. Our office is based in a rural location, we are about 15 minutes’ walk from the local railway station, there are bus routes but they aren't as frequent as they are in urban areas. Please consider your travel arrangements when applying for this role.

Skills Required

Communication skills, IT skills, Organisation skills, Analytical skills, Team working, Interpersonal skills, Desire to learn negotiation, Understands confidentiality

Qualifications Required

GCSE or equivalent maths and English (Grade 9-4/A*-C) Essential
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