Apprentice Telephony Caseworker – Public Service CS Level 3

Government Recruitment Service; Birkenhead; In loco; GBP 25.000 - 31.000; Tempo pieno

Descrizione del lavoro

The Child Maintenance Service Apprenticeship is a telephony-focused role within a busy Service Centre in Birkenhead. You will learn and perform customer service duties while studying towards a Level 3 Customer Service Specialist Apprenticeship, gaining practical experience and formal learning with guidance from experienced colleagues.

As part of the CMS and DWP family, you will handle high volumes of calls, resolve queries in real time, and develop skills in empathetic, accurate support for

Competenze

• Telephony-focused apprenticeship role in a busy service centre.
• Apprenticeship to Level 3 Customer Service Specialist.
• No non-telephony deployment options; core telephony duties only.

Mansioni

• Make and receive a high volume of telephone calls in a contact centre, wearing a headset, providing clear, accurate and compassionate support.
• Handle a wide range of telephony queries, complete follow-ups and escalate cases as needed.
• Manage sensitive conversations with professionalism, resilience and empathy.
• Support online customers digitally when required (secondary to telephony).
• Manage own caseload with multiple priorities in a fast-paced environment.
• Provide high-quality customer service with accurate and timely information.

Formazione

Level 3 Customer Service Specialist Apprenticeship

Descrizione del lavoro

The Child Maintenance Service Apprenticeship is a telephony-focused role within a busy Service Centre in Birkenhead. You will learn and perform customer service duties while studying towards a Level 3 Customer Service Specialist Apprenticeship, gaining practical experience and formal learning with guidance from experienced colleagues.

As part of the CMS and DWP family, you will handle high volumes of calls, resolve queries in real time, and develop skills in empathetic, accurate support for