Customer Service Advisor Apprentice Access

Access · Competitive · Canterbury
Apply via job board

← Back to graduate jobs

  • Onboarding new customers as per the standard remote methodologies we utilise, FlightPath
  • Managing project backlog to successful conclusions
  • Managing the relationship with customers
  • Taking responsibility of own product knowledge development to support your ability to Onboard
  • Production of high-quality collateral including video tutorials and training documentation
  • Continual improvement of processes to ensure our service develops on an ongoing basis

The Job Overview

You will be setting up and configuring new accounts, importing data and training administrators to use the system to ensure that they are getting the most out of the system. The size of projects and sectors vary substantially but the requirement to deliver an excellent customer experience underpins everything we do.

You will work with the team to ensure successful delivery through the lifetime of the onboarding. Performance will be measured on project delivery, customer satisfaction and utilisation of your time. You will be dealing with various products, projects and customers at any one time so you will need to be able to manage a number of tasks simultaneously.

An excellent phone manner, tenacious attitude and good problem-solving skills are required to ensure that we are always delivering the best customer experience. Members of this team are able to take initiative, be proactive and own and manage tasks through to completion. We have strong relationships with the product, accounting, support, marketing, sales and development teams with who we work on a daily basis so this is a great place to deepen your understanding of a fast-growing SaaS business.

The ability to communicate well, build relationships and work as part of a broader, very busy team is essential. A drive to ensure each customer receives excellent service and the ability to deliver intuitive and engaging training sessions over the web is essential. This is an evolving role. There will be a focus on continuous improvement of the FlightPath process. We will constantly strive to empower our customers to self-serve through the use of user-friendly, structured documentation and videos, without compromising the customer journey. A dynamic approach will be required to question where these efficiencies can be found and then implement changes to the set-up process where applicable.

__________________________________________________

Requirements and prospects

Desired skills

Skill Requirements

Essential:

  • A passion for delivering high-quality customer service
  • Analytical and problem-solving skills
  • A drive to continually improve processes and systems
  • Excellent telephone manner
  • The ability to plan, prioritise and work on several projects at once
  • The ability to quickly learn new applications and technologies
  • The ability to work autonomously and as part of a team with effective communication skills, actual and virtual
  • Ability to manage your own time and ensure project administration tasks are kept up to date at all times

Skill Requirements

Desirable:

  • Data manipulation and importing
  • An understanding of relational databases and web technologies
  • An understanding of SQL and able to write simple queries
  • Knowledge of Access and its products

Personal qualities

  • You are focused on gaining your Level 3 Customer Service Specialist apprenticeship standard qualification
  • You are excited about working for a best-in-class, fast-growing software house
  • You also have the desire to help your customers by giving them a best-in-class service

Desired qualifications

  • GCSE grades A*-C/9-4 or equivalent

Future prospects

  • Upon completion of the apprenticeshipAccess may offer you a full-time role

Things to consider

  • What does Access offer you? Access is a growing software company and delivers on what they say they do! They take the development of their people very seriously. Access will work with you to carve out your success plan and provide you with an opportunity to accelerate your career and make a real difference. In addition to their standard benefits of 25 days holiday, a match contributory pension and healthcare, you will get: - A competitive salary, starting at 17,000 per year as an apprentice Giving back/charity days - Quarterly socials - Six weeks sabbaticals (after six years of service) - The Access Group Big Break: our all-expenses-paid holiday to Spain
  • The Apprenticeship National Minimum Wage guide (ANMW): https://www.gov.uk/national-minimum-wage-rates

__________________________________________________

About the employer

The Access Group is a leading provider of business management software and solutions to mid-sized UK and Asia Pacific organisations. We help more than 47,000 customers across commercial and not-for-profit sectors become more productive and efficient.

At Access, we believe that ambitious organisations should have software that makes working lives better and not put barriers in the way to growth. Our innovative software solutions streamline everyday processes, provide efficiencies that result in material productivity gains and give real-time insights that allow you to act in an instant knowing you have the data you need at your fingertips, allowing everyone the freedom to do more of whats important.

Employer

Access

https://www.theaccessgroup.com/en-gb/company/about/

Address

Logan House

Rheims Way

Canterbury

CT1 2RP

You must have JavaScript enabled to view a map of the location

__________________________________________________

Training

Training provider

THE CHILD CARE COMPANY (OLD WINDSOR) LIMITED

Applications for this apprenticeship are being processed by Impact Futures

Level 3 Customer Service Specialist Apprenticeship Standard, which includes:

  • Level 2 Functional Skills in maths and English (if required)
  • End-Point Assessment (EPA)

An apprenticeship is a skills and knowledge learning journey through a standard programme in the sector they work in. Supported by their employer and their sector skilled Development Coach an apprentice will travel through their apprenticeship journey learning new skills, knowledge developing them as an individual and a valued member of staff Our delivery of training is through blended learning - supported by one of our sector specialists tutors they will deliver teaching sessions using various methods including face to face teaching, Skype, facetime, telephone and peer virtual classroom whilst using our interactive multi-sensory teaching resources.

Teaching sessions are normally bi-weekly or monthly depending on the learners preferred learning style. (Please note due to COVID 19 there are currently no face to face teaching taking place) Additionally, the Development Coach will provide the support required to ensure the learner enjoys and ultimately successfully achieve their goals and complete their training. We want them to feel our team are approachable at any stage of their learning journey.

  • A passion for delivering high-quality customer service
  • Analytical and problem-solving skills
  • A drive to continually improve processes and systems
  • Excellent telephone manner
  • The ability to plan, prioritise and work on several projects at once
  • The ability to quickly learn new applications and technologies
  • The ability to work autonomously and as part of a team with effective communication skills, actual and virtual
  • Ability to manage your own time and ensure project administration tasks are kept up to date at all times

Skill Requirements

Desirable:

  • Data manipulation and importing
  • An understanding of relational databases and web technologies
  • An understanding of SQL and able to write simple queries
  • Knowledge of Access and its products

Personal qualities

  • You are focused on gaining your Level 3 Customer Service Specialist apprenticeship standard qualification
  • You are excited about working for a best-in-class, fast-growing software house
  • You also have the desire to help your customers by giving them a best-in-class service

Desired qualifications

  • GCSE grades A*-C/9-4 or equivalent

Apply to position

Click below to apply. This link will redirect you to the employer's career website.
© Debut 2021. All rights reserved -  back to Debut