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Customer Service Apprenticeship


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Apprenticeship Level 2 Apprenticeship in Customer Service
Duration 12 Months Level Intermediate Level 2
Vacancies Available 1 Working Week 37.5 Hours per week
Possible Start Date 20/07/2018 Date Posted 29/06/2018
Closing Date 29/07/2018 Reference Number tbc
Weekly Wage £140.00    
  • To be the first point of contact for NFRN member queries via telephone, email and social media
  • To log member queries accurately, maintain the membership database and handle customer data sensitively and to the agreed rules
  • To take ownership of, investigate and make decisions to resolve member complaints; escalating priority issues when required at the earliest opportunity
  • Negotiate and liaise with publishers and wholesalers on the members behalf to the point of an agreeable solution
  • To identify member needs and; referring to other departments and business partners (identifying potential leads) when appropriate
  • As a minimum, follow correct NFRN Connect working practices, procedures and scripts at all times
  • Agree to achieve departmental and individual objectives in line with KPI’s and overall business objectives
  • Foster a culture of working together, by providing practical support and advice to members whilst also where possible introducing and suggesting ways that the NFRN and agreed business partners can help boost  their sales and profitability
  • Build and maintain effective relationships with all internal departments and offices, NFRN Business Partners, NFRN Commercial, publishers, wholesalers and any other agreed suppliers
  • To provide support cover for the Head Office Reception, Credit Union and to NFRN Direct by taking calls, logging and escalating any issues and processing orders in line with compliance rules
  • To provide administrative support to the Newspro brand by liaising with Wholesalers and Retail Development Managers
  • Ensure messages are delivered accurately to SLMs, RDMs, MSMs, NOMs and Admin teams as required
  • Promote the NFRN website, member benefits, latest supplier deals and any new NFRN initiatives to members where possible
  • Provide follow up and telemarketing calls to existing members and predetermined supplier services work as required
  • To have a thorough understanding of and proactively develop knowledge of our products and services; research required information using available resources
  • Keep up to date with the latest NFRN news, industry news and upcoming events
  • Have an awareness of the membership rules, policies and procedures

To be flexible and to support the needs of the NFRN Connect team, carrying out other duties as required from time to time as designated by their Line Manager

Qualifications Required

N/A

Essential Skills

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Desired Skills
  • Communication
  • Teamwork
  • Problem solving
  • Time management
  • Adaptability
  • Work well under pressure
Personal Qualities
  • Trustworthy
  • Reliable
  • Positive attitude
  • Motivated
  • Conscientious
  • Fast learner
Future Prospects

Permanent Positon 

Things to Consider

Can you get to the location every day?

NFRN
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108 Gilesgate,
Durham
Durham
DH1 1JA

Employer Vacancy Map Level 2 Apprenticeship in Customer Service

The current National Minimum Wage for an apprentice is £3.50 an hour. This rate applies to apprentices under 19 and those aged 19 or over who are in their first year. Apprentices must be paid at least the minimum wage rate for their age if they are aged 19 or over and have completed their first year. The minimum wage rates are £5.60 an hour for 18-20 year olds and £7.05 for anyone aged 21 and over. Apprentices are paid for their normal working hours and training that’s part of their apprenticeship (usually one day per week).

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