Apprentice Contact Centre Agent - East Grinstead, United Kingdom - Caravan and Motorhome Club

Caravan and Motorhome Club
Caravan and Motorhome Club
Verified Company
East Grinstead, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Job Title:
Contact Centre Agent Apprentice (Level 2 Customer Service Practitioner)


Department:
Membership Services


Responsible to:
Membership Services Team Manager


Start date: 8 July 2024

About the Club:

At the Caravan and Motorhome Club, we aim to share our passion for enjoying the great outdoors by providing an unrivalled choice of quality places to stay, at locations world-wide.

We provide over one million members with access to nearly 2,700 locations in the UK and Europe, as well as giving them access to our vast knowledge and expertise in how to make the most of caravanning and motorhoming as a leisure pastime.

Our offices are based in East Grinstead, West Sussex


Key Tasks/Accountabilities:


  • To undertake the completion of the Level 2, Customer Service Practitioner apprenticeship programme (minimum 12 months, plus a 3 month end placement assessment
  • EPA).
  • In conjunction with business requirements, to undergo training and comply with current and ongoing FCA regulatory requirements.
  • To promote and sell to members all the Clubs services relating to Membership, UK Sites and potentially Caravan Cover or Travel, ensuring compliance with all standards.
  • To undertake, as required, ongoing learning activity to develop product knowledge across the full range of products to meet operational requirements.
  • To provide a high level of customer service and product information to our members and potential members, in accordance with the Club's standards and strategic goals, processing and escalating calls as necessary to ensure first time resolution wherever possible.
  • To assist other sections of the department and represent the Club at outside events as required.

Skills & Experience Required:


  • A level educated with a minimum of Level 4 GCSE level for English and Maths.
  • Previous experience of a customer service role is advantageous
  • Good communication skills, both verbal and written
  • Knowledge of Google Suite is advantageous
  • Ability to demonstrate a confident, empathetic and passionate approach to customer service.
  • Ability to adapt to new systems/changes/procedures as required.
  • Adverse Financial Check and
  • Basic Criminal Records Check.
These will be undertaken via Experian through a secure and confidential portal.


Location:


  • East Grinstead, West Sussex.
  • Ideally you will be able to work effectively from both home and our East Grinstead office location as required, although the majority of the working time will be office based.

Salary:
Up to £18,500 per year depending on experience.


Working hours:


  • Daily working hours will be 08:4 16:45 09: : March
  • August) rotated each week Monday to Friday, including a 1 hour lunch break (unpaid) and 2 x 15 minute breaks.


Once trained on our Caravan Cover product you may be required to work 09:00 - 13:00 on a Saturday morning from home.

Saturday rotas are provided in January for the current year and you are not likely to be rostered more than 5 Saturdays in a 12 month period.

This time would be added to your holiday allocation.


Apprenticeship programme


Over the course of the
15 months as anapprentice, you'll develop the skills and experience to manage a variety of tasks including how to promote and sell a range of Club services and products, handle member and non-member enquiries and resolve complaints.

You'll undertake the apprenticeship and we will provide you with the support that you need to achieve this.


You will be required to attend, complete and evidence the required tasks in line with the Customer Service Practitioner Apprentice Programme, which is a minimum of six hours per week.

This is within your normal working day and much of the evidence required will be part of the job role.

You will also be required to attend regular meetings with an external assessor to discuss the progression of the programme, which is also incorporated into your standard working hours.


Job Types:
Full-time, Apprenticeship


Salary:
£18,000.00-£18,500.00 per year


Benefits:


  • Additional leave
  • Casual dress
  • Company events
  • Company pension
  • Employee discount
  • Enhanced maternity leave
  • Enhanced paternity leave
  • Health & wellbeing programme
  • Life insurance
  • Referral programme
  • Sick pay
  • Work from home

Schedule:

  • Monday to Friday

Ability to commute/relocate:

  • East Grinstead: reliably commute or plan to relocate before starting work (required)

Education:


  • A-Level or equivalent (preferred)

Experience:

- customer service: 1 year (preferred)


Work authorisation:

  • United Kingdom (preferred)

Work Location:
In person

Application deadline: 21/06/2024

Expected start date: 08/07/2024
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