Foresolutions Ltd

Customer Service Practitioner Apprenticeship - Advanced (Level 3)

Foresolutions Ltd (Employer)

Hit Training Ltd (Training Provider)

Weekly wage £210.00
40.0 hours per week Days and shifts to be confirmed.
15 months (duration)
22 December 2021(start date)
Customer service specialist (apprenticeship standard)
20 December 2021 (application closing date)
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Job Description

You will be responsible for providing high quality customer support. You will be overall responsible for customer technical questions, installations, Product support, development, maintenance and engineer support. You will work towards a Level 3 Customer Service Specialist apprenticeship.


Key responsibilities will include:

You will be required to carry out administrative tasks to assist with customer enquiries. You will be responsible for executing customer orders. The role involves communicating directly with customers, sub contract engineers and working closely with other team members. Everything you do will be in line with the company values and focus.

Responsibilities will include:

  • Ensuring a good level of customer services to customers
  • Answer incoming calls. Emails and tickets. Respond to them or assign them to the relevant person
  • Responsible for providing all technical support and supporting the team with understanding technical support and delivering tech support to the customer
  • Complete administration in relation to technical services for example, Site reports, Risk assessment method statements, tickets
  • Managing your workload and ensuring all filing is completed
  • Ensuring that engineers are booked for the relevant Tracking installs or radio installs
  • Responsible for handling and coordinating equipment deliveries and collections
  • Weekly reporting on Van stock and allocating this to customers
  • Reviewing connectivity reports, High usage reports taking action as required
  • Ensuring that all tasks and tickets are monitored and updated daily
  • Support with Ensuring all warranty/sales orders are shipped within SLA terms for that customer, e.g. Carrier within 24 hours of request
  • Responsible for Flashing/Testing/Diagnosing and updating Firmware on the tracking devices
  • Picking and packing orders – Radio/Tracking/Cellular
  • Support Ensuring that Unit deletions are completed and that this is done in line with the company process
  • Ensuring that the SIM reconciliation is completed in cooperation with the finance team Stream, Wireless Logic & Data sim
  • Undertaking any other duties commensurate with the level and purpose of this role as required

Future Prospects

Permanent position upon completion.

Skills Required

  • Hold excellent organisational skills
  • Excellent customer liaison skills
  • ICT literate with knowledge of Microsoft Office packages
  • Hold excellent communication and interpersonal skills – both written and oral
  • Excellent team working skills
  • Time management skills

Qualities Required

  • Have the ability to be a self-starter
  • Ability to manage internal and external expectations
  • Ability to work on multiple projects to challenging deadlines
  • Ability to respond quickly to changing priorities
  • Ability to keep calm under pressure
  • Ability to make informed decisions
  • Ability to manage customer and colleague expectations
  • Punctual
  • Attention to detail

Qualifications Required

None, maths & English will be assessed as part of the programme.

Training Provided

Level 3 Customer Service Specialist apprenticeship standard, which includes:

  • Functional skills (if required)
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