Administrative Apprentice - Gloucester, United Kingdom - Claranet

Claranet

Verified Company

Gloucester, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

About The Role:

Essential Roles & Responsibilities

Maintain accurate records of activity taken throughout the lifecycle of a ticket.
Maintain a good understanding and technical expertise across Claranet's product catalogue.
Where required, liaise with third party suppliers to ensure that faults are resolved within the correct time frames according to the product service level agreements in place.
Work closely with the Customer Success team to maintain excellent standards of service.
Support project work as required.
Support the Team Manager towards continued improvement of team process and customer experience.
Validate contact and ensure security process is adhered to.
Provide firstline investigation and diagnosis, resolving at first contact whenever possible.
Escalate incidents/requests that cannot be resolved within agreed timescales.
Keep customers informed of progress.
Contribute and search the knowledge base.

Teams to collaborate with
-
Customer Experience and Managed Services - ensure we are consistently providing the best service to our customers, proactively monitoring their needs, and integrating their feedback into our future portfolio and propositions

About You:

Behavioural competencies - organisational and behavioural fit

Excellent communication skills.
Excellent customer service skills.
Customer focused.

Critical competencies - technical fit

Good understanding and awareness of IT terminology.
Ability to translate technical language into user friendly information.
Highly motivated, pragmatic and energetic team player, positive, determined and driven with a cando attitude.
An interest in IT service Management and ambition to develop a career in the industry.

In addition, the following are highly desirable:

Previous experience in a customer support role.
Technical or IT service trained.

About Us:

About Claranet
At Claranet, we're experienced in implementing progressive technology solutions which help our customers solve their epic business challenges. We're committed to understanding their problems, delivering answers quickly, and making a lasting impact to their business.

We are agile, focused and experienced in business modernisation.

Our approach helps customers make genuine, significant shifts in their business strategy, to deliver financial savings, boost innovation, and create a resilient business.

We continually invest in our people and the latest technologies, so our customers get peace of mind knowing that they have access to the best talent and services.

In the UK we have over 500 staff working in London, Gloucester, Warrington, Bristol, and Leeds, or as homeworkers.

Working For Claranet

Here at Claranet we pride ourselves on going the extra mile for and with our employees (yes, we really mean it).

We offer an extensive benefits package that you can tailor to your needs, inclusive of a matching contribution pension scheme, healthcare, insurance, dental, discounted gyms and app supported benefit access.

But what we think makes us different is 'Team Claranet,' our dedicated internal part of the business that supports you with matters close to your heart.

We proudly support local charities in each of our office locations, support employees with paid charity leave, organise key charity fundraising event per year and have a dedicated committee responsible for supporting employee's fundraising efforts.

Claranet are one of the 10 founding members of TC4RE (Technology Community for Racial Equality.) Being a part of a group of leading UK technology organisations, we are dedicated to building a more diverse and inclusive workforce.

We are also very proud members of Tech Talent Charter, a government supported, industry-led membership group created to address the UK's tech talent shortage and diversity gap through collective action.

Our Vision

Our vision is to become the most trusted technology solutions partner; renowned for being the best and brightest, having lasting impact with our customers and delivering exceptional returns to our stakeholders.

Position Summary

The Administrative Apprentice will ensure the highest levels of service are delivered to Claranet's customers by providing ticket-based customer support and responding to Customer requests via a range of communication channels.

Role Mission
Claranet's strategy is to build long-term, trusted relationships with its customers by delivering market-leading, integrated managed services.

As an Administrative Apprentice you will ensure Claranet's customers receive the highest levels of service from first contact to the request's completion.

Objectives and Key Results

The key objectives will be to:

Ensure that the highest levels of service are delivered to Claranet's customers.
Provide ticketbased customer support; responding to Customer requests for support via a range of communication chan