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Customer Experience Apprentice

Customer Experience Apprentice

Customer Experience Apprentice

Closing: 28/02/2022

Position: Permanent

The Customer Service Apprentice will support the Training and Development coaches in the Customer

Experience team. They will assist in any admin tasks in CX to support the team. They will help ensure CX

is running efficiently by orchestrating all responses to customer feedback.

This will help the business focus on its continual improvement.

Company information

We specialise in digital transformation which means we look at a companies IT infrastructure and make recommendations of how we can make it better – more efficient, cost effective etc, then we will recommend solutions to them e.g. moving into the cloud, an app, network upgrades. We then design, implement and support those solutions.

We have a 24/7 service desk where customers raise support tickets and we have technical teams who work to resolve these tickets within agreed timescales.  

More details

Supporting the CX Team by responding to any requests in the team mailbox. This may be internal

or external (external could be a supplier or customer)

· Reviewing any detractor or passive scores given by clients through the NPS system and work with

the team to investigate them

· Reviewing any low CSAT scores and work with the team to investigate them

· Track and identify common themes in relation to negative customer feedback

· Provide weekly reports to the CX team on feedback

· Provide weekly reports on the training and coaching activity

· Customer follow up calls once feedback has been addressed

· Call listening

· Completing security spot checks across the Tech Support team/Managed Services

· Reviewing tickets for grammar, spelling and flagging any needs for improvement to the training

coaches

· Support scheduling and booking of training across the teams

· Support giving praise to high performers

· Administration of the ‘Opportunity for improvement’ register for the business

· Ad-hoc admin tasks for the CX team

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