Apprentice Customer Services Advisor

Ian Williams Ltd.; Birmingham; On-site; GBP 20,000 - 30,000; Full time

Job summary

An established industry player is seeking passionate individuals to embark on an exciting apprenticeship in Customer Services. This role offers a fantastic opportunity to learn on the job while contributing to a vibrant team dedicated to delivering exceptional service. As an apprentice, you'll gain valuable skills and knowledge, working closely with qualified mentors, and will have the chance to transition into specialized planning teams. With a commitment to employee development and a supportive work environment, this apprenticeship is the perfect stepping stone for a rewarding career in the property services sector. Join a company that values its people and fosters a culture of growth and success.

Benefits

Annual pay reviews

Enhanced maternity/paternity pay

Training and development opportunities

Trade discounts for employees and their families

Qualifications

• Committed to developing a career in customer services.
• Good spoken and written English is essential.

Responsibilities

• Manage inbound calls from clients/tenants professionally.
• Raise customer queries and ensure accurate categorisation of repairs.
• Monitor job progress to meet Client Key Performance Indicators.

Skills

Customer Service

Communication Skills

Teamwork

Problem Solving

Flexibility

English Language

Education

GCSE in Maths

GCSE in English

Job description

Customer Service Advisor Apprentice – Birmingham

Are you looking to start a career in Customer Services? Want to earn whilst you learn? Join our busy and vibrant Hub team and work with us to develop a rewarding career in Customer Services.

What does an apprenticeship at Ian Williams involve?

Over 18-24 months you will receive on the job training both from a college tutor and qualified team members to achieve a Customer Service Practitioner Level 2 and build a full and rewarding career in our responsive repairs team. Beginning in our Customer Inbound Team, you will be guided and supported by qualified mentors to develop the knowledge, skills and behaviours needed to deliver a range of services such as managing inbound calls from clients and tenants, raising and tracking housing related repair orders, ensuring effective scheduling and co-ordination of the repair order using the scheduling system. If you are showing proficiency in this team, you also will get the opportunity to transition into one of the dedicated planning teams and the management of engineers where optimisation and efficiency is paramount. Through both the external and internal training this role aims to build a foundation for future career within Ian Williams Ltd.

Key Responsibilities

• Answer and manage inbound calls from clients/tenants in a professional and courteous manner providing an excellent customer journey.
• Raise customer queries, complaints and job requests accurately into the system.
• Ensure accurate categorisation and prioritisation of repairs.
• Monitor and follow up on existing repair jobs, providing customers with timely updates.
• Communicate effectively with customers showing empathy and professionalism.
• Manage lifecycle of repair jobs from initiation to completion.
• Troubleshoot and resolve scheduling conflicts.
• Work closely with engineers updating them of schedule and changes.
• Monitor job progress to ensure we are achieving Client Key Performance Indicators (KPI’s).
• Participate in training development programs to support your overall delivery.

What skills will I need to apply?

• You need to be committed to developing your career and have a genuine passion for helping people.
• Great communication skills are a must as you will be speaking to a wide range of clients.
• Good spoken and written English.
• GCSE (or equivalent) grade 4 or above in Maths and English.
• You need to be able to work well in a team and have a flexible attitude towards work.

Additional Benefits include:

• Annual pay reviews.
• Enhanced maternity/paternity pay.
• Training and development opportunities.
• Trade discounts from our preferred suppliers for you and your friends and family.
• For information on all other additional benefits we do, to enhance your work/life balance please visit our website.

We want to get to know the real you so please don’t use AI in your application or CV!

About Ian Williams Ltd

We are one of the UK’s leading property services companies with expertise in the social housing, education and commercial sectors. We are a financially secure business with a solid track record, having offices based across the UK.

As a company we have significant experience of employing and training apprentices. We owe our success to our people. We are passionate about people and firmly believe that our success will only be maintained if we continue to offer you a great place to work and provide you with the opportunity to develop your career and fulfil your potential; we are proud to have been awarded Investors in People Gold accreditation. Our Mission Statement is “A company loved by its employees and customers”, therefore we aim to ensure, what we deliver to our customers, we deliver to our employees.

We reserve the right to shortlist prior to the closing date based on application volumes.

Ian Williams Ltd will use applicants details for recruitment purposes only. For more information please read our Candidate Privacy Notice located at our website.

We are an Equal Opportunities Employer; therefore, applications are welcome from all.