Customer Service Apprentice in Sheffield

We are excited to offer a fantastic opportunity for a Customer Service Apprentice to join our Sheffield Local Authority account based in Sheffield.

Starting Salary: £25,536.00 (Subject to review)

Location: Ecclesfield Depot, Sheffield, S35 9YR

Working hours per week: Monday - Friday 8:00 - 4.30. 40hr/week

As part of your apprenticeship, you will be enrolled onto a Customer Service Practitioner level 2 apprenticeship which will take approximately 15 months to complete. You will be fully supported by our partnered college to achieve this qualification, having 1-2-1 advice and support, e-learning materials, and a whole team of experts on hand for advice and technical knowledge at your office.

Join our vibrant, inclusive community in Sheffield Local Authority working on diverse projects that make a real positive impact across the UK.

The main purpose of the Customer Service Operator is to deliver effective and efficient customer facing services, by processing maintenance, undertaking compliance related tasks and resolving customer requests/queries/complaints.

• Management for all customer queries/requests/complaints received in Customer Services from Amey employees, clients and contracts.
• Answering high volumes of calls within agreed targets for each contract.
• Ensuring excellent levels of customer service and service delivery are maintained and exceeded.
• Process calls, e-mail, and web requests via Amey’s chosen software.
• Job ownership of all processed requests through to completion, including progress chasing and liaison with client and on-site staff.
• Escalating customer requests/queries/complaints as appropriate.
• Understanding relevant contract response times and Service Level Agreements in the transacting of customer queries/requests/complaints.
• General Customer service activities.
• General Administration tasks that are required for normal functioning and out of scope projects for Customer Services.
• Completion of all shift responsibilities such as monitoring of web events, e-mail events, and external web applications systems and running of daily/weekly/monthly reports.
• Demonstrate confidence in daily responsibilities and system use to existing and new clients.
• Proactively following up to see cases through to completion, and making proactive outbound telephone calls.
• Ensuring high level of attention to detail in all work tasks, i.e., cases, reports, requests.
• Adhering to Amey company policy and Customers Services processes.
• Record and report any ‘non-compliance’ issues to a Team Leader/Manager as soon as practicable.
• To provide regular management information reports as and when required.
• Assist in the delivery of targeted Customer Services training to new employees as and when required.
• Assistance in the creation and analysation of performance/improvement reports, to be sent to the Customer Services Manager at the end of each month.
• Scheduling responsive and planned appointments for field-based operatives across the business.

What you will bring:

• If you do not have GCSE/functional skills qualifications, you must achieve a minimum of entry level 3 in Maths and English during initial assessment.
• Full UK driving license.
• Multi-tasking in a fast-paced environment.
• Excellent interpersonal skills.
• The ability to work under pressure and deliver within tight deadlines, to prioritise own workload and work with initiative.
• Exceptional organisational skills particularly in time and diary management.
• Applicants must be at least 18 years of age to be eligible for consideration, due to the nature of the work associated with this account.
• Please note that successful applicants will be required to undergo random drug and alcohol testing in line with our commitment to maintaining a safe and compliant working environment.
• Please ensure you upload your certificates, predicted grades, or achieved qualifications with your application, as we will shortlist based on this information.
• Any offer of employment is conditional upon meeting the required academic criteria.

At Amey, we work on long-term stable contracts so you can plan a long-term career with us. We have been awarded Platinum status by Investors in People which underscores our commitment to supporting our people across every part of our organisation, enabling them to shine.

Our benefits are designed to help you thrive at work and in your home life. You will have the flexibility to choose benefits and development opportunities that are best for you.

• Remuneration - Enjoy a competitive annual salary with the potential for yearly reviews to ensure you’re rewarded for your contributions.
• Career Growth: Throughout your programme, you will receive first-class mentoring and a structured learning and development programme to enable your professional and personal development.
• Training Opportunities: Unlock your potential with comprehensive training, including fully funded leadership programs tailored to your personal growth.
• Holidays - Enjoy 24 days leave plus bank holidays and the opportunity to buy more.
• Pension - Generous pension scheme, with extra contributions from Amey.
• Flexible working - Work-life balance and flexibility are key for our success. We empower our people to make choices that are right for them, with hybrid, part-time and flexible work patterns open for discussion.
• Flexible benefits – Customise your benefits with options such as insurance benefits, Cycle2Work scheme and access to discounted gym membership.
• Exclusive Discounts - Access our online portal filled with discounts from leading retailers, healthcare services, and more, helping you save on the things that matter.
• Give Back to community - Two Social Impact Days each year, for volunteering and fundraising opportunities.
• Family friendly policies for new parents or if you provide care for a dependant.
• Membership of our Affinity Networks who connect, support and inspire diverse communities within Amey.

About Amey: We are a leading provider of full life-cycle engineering, operations, and decarbonisation solutions, for transport infrastructure and complex facilities. Our purpose is to deliver sustainable infrastructure solutions that enhance life and protect our shared future.

At Amey we constantly evolve how we work to reflect the different needs and backgrounds of our employees. We welcome applications from all suitably qualified candidates, regardless of their race, gender, disability, religion/belief, sexual orientation, or age. We believe everyone deserves an opportunity to shine.

As a disability confident leader, we’re proud to guarantee applicants with a disability an interview if they meet the minimum requirements for the role.

Please contact our recruitment team at peopleservices@amey.co.uk to discuss any access needs, reasonable adjustments or additional support that you may require at any point during the recruitment process.

Apply today. We may close this vacancy early if we receive sufficient applications. Please apply as soon as possible.