Customer & Technical Services Apprentice

Monitor Audio Group; Rayleigh; On-site; GBP 40,000 - 60,000; Full time

Job summary

A British audio manufacturer is seeking a Customer & Technical Services Technician for their Rayleigh office. This role involves managing customer returns, following RMA processes, and providing support under the guidance of the Customer & Technical Service Manager. Apprenticeship training will be provided, equipping you with skills essential for success in this position. Work hours are Monday to Friday, 9.00am to 5.00pm.

Qualifications

• Ability to manage customer returns effectively.
• Understanding of Return Merchandise Authorisation (RMA) processes.
• Good communication skills to assist customer services team.

Responsibilities

• Development into full Customer & Technical Services Technician after apprenticeship completion.
• Manage all customer returns through to closure.
• Ensure RMA process is always followed.

Job description

Overview

Monitor Audio Group is a British Audio manufacturer of some of the world’s most respected and innovative high-fidelity brands. There are currently three British brands that make up the group: Monitor Audio, Roksan and Blok, covering solutions for Hi Electronics, Home Theatre, Architectural speakers, and Hi-Fi furniture. Each has its unique story, and each brings the listener closer to the music and film they love.

Responsibilities

• Development into full Customer & Technical Services Technician after apprenticeship completion
• Manage all customer returns through to closure
• Ensure Return Merchandise Authorisation (RMA) process is always followed, and data is maintained in line with procedures
• Book collections / dispatch of returns with carriers
• Collect card payments from customers as applicable
• Process spare parts orders for picking by warehouse
• Assist customer services team with other customer queries under the guidance of the Customer & Technical Service Manager
• Assist in production of RMA performance statistics and trends analyses
• Contribute ideas and solutions towards the department’s goal of improving the customer experience of Monitor Audio customers
• Training will be provided by Ginger Nut Training. Ginger Nut’s delivery is based on a remote, blended model of one-to-one tutor sessions every 4 weeks, group sessions, webinars, online courses, video, and additional support where required
• Apprentices are allocated a tutor to guide them through the training, conduct regular meetings and prepare for End Point Assessment. Our tutors are industry experts with relevant industry experience in addition to teaching and coaching expertise
• To support learning, we utilise online resources mapped to the apprenticeship and all learners are given access to LinkedIn Learning, and other bespoke channels designed to support their apprenticeship

Schedule

Monday - Friday, 9.00am - 5.00pm

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