About The Role :

This is an apprenticeship opportunity enabling you to work within our fantastic team whilst learning and working towards achieving L3 Customer Service qualification . You will need to effectively manage inbound and outbound customer service calls relating to equipment breakdowns, parts orders and complaints. To maximise First Line Resolution of breakdown calls and first line resolution of enquiries and complaints, in order to reduce overhead cost and to drive customer satisfaction through achievement of service levels.

Key Responsibilities:

1. To effectively manage all inbound and outbound service calls; correctly diagnosing breakdown faults to maximise both first line resolution and customer satisfaction
2. Overcome objections and use guided assistance to complete fixes of equipment over the phone where possible. Defer as many potential Total System Failures, isolating flavours where required
3. Ensure accuracy for all jobs logged for technician visits, with all relevant information included in case notes
4. Build and develop extensive knowledge of Dispense, Chiller & Ice machines in all variations and specifications for our various customers
5. Educate customers on how our equipment works and in turn teaching them basic hygienic and maintenance of equipment
6. Monitor and be responsible for, on a rotational basis the Service queue and AEP (asset existence programme) queue

Knowledge, Skills & Experience Required:

1. Stong Communication skills
2. Good IT skills
3. Attention to detailand able to problem solve
4. Being organised 
5. Excellent Customer care skills,
6. Desire to learn and improve

Qualifications required :

GCSE or equivalent English and Maths (Grade GCSE Grades 9 to 4 or A* to C) Essential

What you can expect to receive:

Level 3 Customer Service Specialist qualification
Functional skills in maths and English to level 2, if required
You will also receive extensive in house training as part of your induction as well as ongoing training on products and services

We believe we are stronger together and that’s why we’re committed to providing equal opportunities to all applicants and employees. We know that by building a truly inclusive environment where everyone feels celebrated, safe and respected - diversity and wellbeing will naturally thrive