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    Apprentice Client Relation Advisor - Leeds, United Kingdom - Secom PLC

    Secom PLC
    Secom PLC Leeds, United Kingdom

    5 days ago

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    Description

    Company Bio

    We pride ourselves on being a trusted employer, with a track record of producing outstanding results from our staff. The SECOM team is a community built on hard-work and support for one another – no matter which department you belong to – creating a great team environment for everyone.
    Our experienced staff are given the highest level of training to perform their role, with additional courses offered throughout their career, opening up pathways to even more exciting opportunities.
    If you want to join a dynamic team where you can really make a difference, apply today

    Description

    As a Customer service Apprentice/Client relations advisor Apprentice your training will include:

    • Answering incoming customer calls promptly and efficiently

    • Responding to and taking necessary actions on customer emails ensuring timely and effective communication.

    • Updating the SECOM operating system with accurate and comprehensive information, logging all customer requests and incidents.

    • Conducting cross-referencing and verification of information using the SECOM operating platform to ensure data accuracy and consistency.

    • Coordinate daily activities and optimise routes through map-based planning on SECOM's operating platform.

    • Ensure the achievement of daily targets by effectively managing and prioritising tasks.

    • Plan and organise the diary to meet both company and client expectations.

    • Collaborate with regional management, National Accounts, and other stakeholders to identify and escalate any issues or queries that may impact service delivery to clients.

    • Perform cross-referencing of SECOM's operating platform to ensure accurate and up-to-date information.

    • Efficiently handle and resolve reactive requests within specified timescales.

    • Communicate daily handovers to management and fulfil any additional reporting requirements.

    • Enforcing health and safety standards, promoting a safe working environment, and completing all required e-learning modules to maintain compliance.

    Requirements


    • IT skills

    • Attention to detail

    • Problem solving skills

    • Logical

    • Team working

    • Creative

    • Work ethos

    • Interpersonal skills

    • Customer care skills

    • Administrative skills

    • Co-operative

    Educational Requirements


    • GCSE or equivalent English (Grade C or grade 4 or above) essential

    • GCSE or equivalent Math (Grade C or grade 4 or above) essential

    Additional Info

    21 days holidays plus Bank Holidays

    What is the expected career progression after this apprenticeship?

    Call planner - Serve as a primary contact to meet our customer's reactive needs, the role is to ensure Secom meet our clients Fire & Security maintenance expectations and agreed SLA/KPI's.
    Call Handler - Serve as the primary point of contact for meeting our customers' needs. Responsible for overseeing the call handling team, ensuring they meet our clients' expectations in terms of Fire & Security services and adherence to agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). The Senior Call Handler plays a crucial role in maintaining effective communication with our customers, delivering prompt and efficient service, and upholding the highest standards of customer satisfaction.
    Service Operative - Serve as a primary contact to meet our customer's call needs, the role is to ensure our call handling team meet our clients Fire & Security expectations and agreed SLA/KPI's.
    Maintenance Planner - Serve as a primary contact to meet our customer's PPM needs, the role is to ensure Secom meet our clients Fire & Security maintenance expectations and agreed SLA/KPI's.
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