Customer Service Representative Apprentice

Introduction

The purpose of this role is to oversee the allocation and distribution of all business keys to colleagues, customers and contractors whilst maintaining security and accountability. In addition, the role will oversee incoming and outgoing post for the business, ensuring that it is dispatched and distributed accurately and in a timely manner.

About the Employer

Curo is a not-for-profit housing association and house-builder based in Bath, England, that manages over 13,000 homes and provides care and support services

What You'll Do

• Maintain an accurate inventory of all business keys with effective tracking and security
• Issue and retrieve keys to/from authorised personnel, with detailed records of key assignments
• Maintain the security and confidentiality of keys, adhering to company policies and procedures
• Address and resolve any key-related issues or concerns in a timely manner
• Identify any key-based risks (including financial, reputational or safety related) and flag these to management quickly and in detail
• Address and resolve as many customer inquiries and transaction requests as possible during the initial contact
• Effectively manage conflict situations and promptly resolve customer concerns, ensuring that any necessary customer adjustments are considered
• Receive, sort, and distribute all incoming business post
• Prepare and send outgoing post, ensuring the correct labelling and postage
• Act as the first point of contact for any post related enquiries, offering support to colleagues across the business
• Work with postal and courier services to maintain efficient post deliveries
• Redirect phone calls and other communications to appropriate team members or departments when necessary
• Generate outbound customer communications, including phone calls and written correspondence, and perform general administrative tasks, ensuring responses are appropriate and tailored to meet the customer's needs and requirements
• Adhere to the complaint resolution process, develop mediation skills, and share this knowledge with customer-facing teams to improve resolution rates
• Maintain accurate records of key performance indicator (KPI) data and other management information for senior management and teams, ensuring precision in data input and output

Training Outcome

• Curo regularly advertise Admin clerical roles which will be a great next step

Skills Required

• Communication skills
• IT skills
• Customer care skills
• Problem solving skills
• Administrative skills
• Team working
• Enthusiastic

Qualifications

• Essential - GCSE - English - 4
• Essential - GCSE - Maths - 4

Course Information

Course: Business administrator (level 3)

Level: 3

Route: Business and administration

Apprenticeship Level: Advanced

Working Arrangements

Working Week: Monday- Friday Shifts to be confirmed

Expected Duration: 1 Year 6 Months

Training Provider: CITY OF BRISTOL COLLEGE