Customer Experience Apprentice

BSI Group; Greater London; Hybrid; GBP 12,000 - 17,000; Full time

Benefits offered by this job

27-days annual leave

Health insurance

Life insurance

Pension plan with company contribution

Car allowance

Income protection

Paid maternity leave

Paid paternity leave

Paid parental leave

Adoption leave

Compassionate leave

Paid bereavement leave

Learning and development opportunities

Wide range of flexible benefits

Job summary

BSI is hiring a Customer Relations Apprentice to join our customer experience team in Covent Garden (Hybrid). You will support members and non-members purchasing documents, update CRM, and help customers self-serve on our websites while completing a Level 2 Customer Service Practitioner apprenticeship.

The apprenticeship is expected to complete within 12 months, with support from the team to ensure success.

Qualifications

• Positive attitude with a drive for excellence
• Initiative to find out more information
• Excellent attention to detail
• Polite and prompt communication via email and chat
• Proactive and organized mindset
• Ability to prioritize tasks

Responsibilities

• Handle customer enquiries via phone, chat and email aiming for first-contact resolution
• Act as a switchboard to transfer calls throughout the business
• Process credit card payments, refunds and credits
• Troubleshoot BSI online shop issues, ensuring resolution with support if needed
• Maintain accurate customer records in CRM, including account creation, quotes, orders and invoices
• Build strong relationships with customers and internal teams

Job description

We exist to create positive change for people and the planet. Join us and make a difference too!

Location: Covent Garden (Hybrid)

About the role

Are you ready to jumpstart your career at a Globally recognized company? If so, BSI is looking for a Customer Relations Apprentice to be a part of our customer experience team as one of the first point of contacts for customers. As a customer service apprentice, you will be responsible for providing support to BSI members and non-members purchasing documents at the BSI online shop, updating their details on our internal systems and helping them self‑serve and navigate the BSI websites. Alongside the role, you will complete a Level 2 Customer Service Practitioner apprenticeship. The qualification is expected to be achieved within 12 months, after which the apprenticeship ends. Throughout your apprenticeship you will be supported by members of the wider team to make sure your time with us is successful.

Responsibilities

• Handle customer enquiries via phone, chat and email aiming for first‑contact resolution
• Act as a switchboard to transfer calls throughout the business
• Process credit card payments, refunds and credits
• Troubleshoot BSI online shop issues, ensuring resolution with support if needed
• Maintain accurate customer records in CRM, including account creation, quotes, orders and invoices.
• Build strong relationships with customers and internal teams

To be successful in the role

• You are positive, optimistic and have consistent drive for excellence despite obstacles and setbacks.
• You use your initiative to find out more information.
• Excellent attention to detail.
• Ability to respond to queries politely and promptly, dealing effectively with challenging situations via email & chat.
• Proactive and organised mindset.
• Ability to prioritize tasks

Benefits

• an independent and varied job in an international environment
• flexible working hours
• ongoing training and development
• 27-days annual leave
• paid sick leave
• bank holidays
• health insurance
• life insurance
• pension plan with company contribution
• car allowance (dependent on role)
• income protection
• paid maternity leave
• paid paternity leave
• paid parental leave
• adoption leave
• compassionate leave
• paid bereavement leave
• learning and development opportunities
• a wide range of flexible benefits that you can tailor to suit your lifestyle

D&I Policy

BSI is committed to ensuring the diversity of our workforce reflects that of our clients and the communities in which we operate. Our goal is to create a sense of belonging for all employees by providing opportunities to develop, grow, and engage with our global organization all while having fun doing great work. BSI is a community where everyone can thrive. If you require any reasonable accommodations to be made on account of a disability or impairment throughout out our recruiting process, please inform your Talent Acquisition Partner.

About Us

BSI is a business improvement and standards company and for over a century BSI has been recognized for having a positive impact on organizations and society, building trust and enhancing lives. Today BSI partners with more than 77,500 clients in 195 countries and engages with a 15,000 strong global community of experts, industry and consumer groups, organizations and governments. Utilizing its extensive expertise in key industry sectors - including automotive, aerospace, built environment, food and retail, and healthcare - BSI delivers on its purpose by helping its clients fulfil theirs. Living by our core values of Client-Centricity, Agility, and Collaboration, BSI provides organizations with the confidence to grow by partnering with them to tackle society’s critical issues – from climate change to building trust in digital transformation and everything in between – to accelerate progress towards a better society and a sustainable world.

BSI is an Equal Opportunity Employer dedicated to fostering a diverse and inclusive workplace.

Our Impact

We exist to have a positive impact. Our people influence international thinking and action on important issues. Their work builds trust in businesses and communities and enhances lives. Now we’re looking for passionate people to help us take on society’s biggest challenges. You’ll partner with key stakeholders to accelerate progress towards a better society and a sustainable world. Together, we’ll create solutions to global challenges like the climate crisis and how AI will be used. You’ll do rewarding, purpose-led work that impacts people’s health, safety and wellbeing. Your integrity will earn the trust of our stakeholders as we raise awareness of the difference we make to people around the world. You’ll have the opportunity to work across a wide range of industries across the globe. Are you looking to grow your career in an organization that supports your development and performance? You can be your best self, do your best work and make a difference here, because life at BSI is #NotYourStandardCareer. Be part of our future.

#LI-MM2 #LI-hybrid