Customer Centre Agent Apprentice - Intermediate (Level 2)

Rift Limited (Employer)

Paragon Training Academy Ltd (Training Provider)

Weekly wage £355.50
37.5 hours per week Monday to Friday 37.5 Hours per week, shifts to be confirmed
12 months (duration)
18 October 2021(start date)
Customer service practitioner (apprenticeship standard)
2 positions available
11 October 2021 (application closing date)
Register interest

Job Description

Incredible opportunity for a passionate individual to join a family-run business, the UK’s leading tax refund experts!


Our Contact Centre Agents based in Ashford, Kent play a key role in our business. The role is a nice blend of taking inbound queries from existing customers and making outbound calls to qualify and engage prospective customers who have already expressed an interest in our services.
Achieving targets and agreed service levels is a crucial part of the role, along with balancing some administrative responsibilities, all whilst ensuring that the customer experience never waivers! This is a telephone based role, so a cheerful persona and the ability to express your passion for helping people is a must.

Your daily duties will include but not be limited to:

  • Making initial contact with potential customers who have expressed interest in our service, where you’ll build trust and rapport from the offset to ensure high levels of customer engagement and conversion
  • Taking a variety of inbound calls with the aim of providing a first-time resolution to reduce the need to transfer or schedule a call back (unless your current skill-set requires you to)
  • Listening to customer’s concerns as they arise and asking questions to further understand their needs; applying empathy and providing further context, reasoning or resolution as appropriate
  • Using our databases and other systems effectively and efficiently, providing a detailed chronology of events in the database relating to individual customer interactions
  • Keeping on top of a fluctuating work load, to ensure you are able to achieve individual and team KPI’s and SLA’s

Working hours are 37.5 per week; however our customers often need to get in touch with us outside of standard office hours, so you will need be available to work varying shifts within the hours of:
8:30am - 8:00pm Monday to Friday
and 9.00am - 1.00pm on a Saturday

Benefits include:

  • £18,500 basic starting salary (incremental based on experience)
  • warm and friendly working environment
  • passionate colleagues with great team spirit
  • fun incentives run on a regular basis
  • incremental holiday allowance
  • company sick pay
  • free car parking
  • contributory pension and cash back health cover
  • Free tea, coffee, soft drinks and snacks when working in our Ashford office

Future Prospects

You will receive regular training within your role and previous agents have progressed to become team leaders and also move into other positions (such as IT) within RIFT Group

Skills Required

  • Great listening skills
  • Good at problem-solving and at simplifying complicated things
  • Proven objective handling experience
  • Excellent written and verbal communication skills

Qualities Required

  • Passionate about customer service
  • Confident
  • Excellent telephone manner
  • Positive attitude
  • Hardworking
  • Self-motivated

Qualifications Required

No qualifications required

Training Provided

  • Paragon Skills is a leading national Apprenticeship training provider supporting over 4,000 learners through their training, and 1,500 organisations to consistently deliver high quality Apprenticeships across their businesses. Paragon Skills achieves some of the highest success and achievement rates in the industry. Its extensive experience across multiple specialisms has contributed to an overall achievement rate of 71.4% (2018/19) exceeding the national average of 65.6%, and an Ofsted Grade 2 Good rating.
  • On completion of this 12 month apprenticeship you will have achieved: Level 2 Customer Service Practitioner
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