Abzorb Systems Ltd

Customer Service Apprentice Technical Support – Abzorb Systems Ltd

Put your technical troubleshooting skills to test and support customers through inbound and outbound calls across our portfolio of products.

Reference number: VAC1000064291

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Wage – £9,379.50 per annum
Duration – 12-15 months
Start date – As soon as possible
Posted – 04/07/2022

Working Week:

Monday-Friday

Apprenticeship level

2

Positions

1

This is an exciting opportunity to work for Abzorb, undertaking varied duties. You will be working with a hardworking and friendly team.

  • Responding to e-mail and telephone queries in an agreed Service Level Agreement.
  • Overseeing automation
  • Supporting partners and customers with our portfolio, including. including Vodafone, O2, our MVNO Abz and our fixed propositions where applicable.
  • First line technical support (PSTN, ISDN2, ISDN30)
    Updating internal systems
  • In life changes including adding / removing bars, bundles and completing contracts
  • Supporting resellers with placing new orders
  • Placing orders for organic growth accounts
  • Supporting other departments where applicable

What training will the apprentice take and what qualification will the apprentice get at the end?

Overview of Customer Service Apprenticeship Standard

The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. Your core responsibility will be to provide a high-quality service to customers.

  • Responding to e-mail and telephone queries in an agreed SLA.
  • Supporting partners and customers with our portfolio propositions where applicable.
  • Updating internal systems.
  • Raising faults with our partners via telephone, email and the appropriate portals.
  • Supporting other departments where applicable.
  • Configuration of new phone system.
  • Configuration of Broadband routers
  • Placing orders for hardware
  • Reporting network faults.
  • Notifying customers of planned maintenance.
  • Arranging Openreach engineers to attend customer sites.

The standard covers the following:

  • Knowledge
  • Knowing your customers
  • Understanding the organisation
  • Meeting regulations and legislation
  • Systems and resources
  • Your role and responsibility
  • Customer experience
  • Product and service knowledge

Skills

  • Interpersonal skills
  • Communication
  • Influencing skills
  • Personal organisation
  • Dealing with customer conflict and challenge
  • Attention to detail
  • Good Written and verbal commumication

Behaviours/Attitude

  • Developing self
  • Being open to feedback
  • Team working
  • Equality – treating all customers as individuals
  • Presentation – dress code, professional language
  • “Right first time”

You will complete an End Point Assessment this will involve the following:

  • Showcase/Portfolio
  • Interview
  • Practical Observation
  • Professional Discussion

Functional Skills:  Level 1 and then L2 in Maths and English (Exemptions may apply if Grade A – C GCSE, Functional/Key Skills Level 1 or 2 has been achieved.

You are given one day per week as time off to study; you will attend classes face to face or via Teams and complete work for your apprenticeship. The study day is a Wednesday.

What is the expected career progression after this apprenticeship?

There is a strong possibility that you will gain a permanent position following successful employment as well as achievement of the full apprenticeship qualification.

There may also be further apprenticeship/other training available following successful employment and achievement of the apprenticeship qualifications.

 

Requirements and prospects

Desired skills and personal qualities

Communication skills
IT skills
Organisation skills
Customer care skills
Administrative skills
Team working

Qualifications

Grade C/4 or above or Functional/Key Skills Level 2 in Math’s and English is required An IT qualification would be an advantage

About the employer

Abzorb Systems Ltd

Brighouse
Abzorb provides a comprehensive portfolio of telecommunications, networks and vehicle tracking solutions to B2B market

Closing date: 12 October 2022