At a Glance
- Tasks: Lead customer service interactions across multiple channels and ensure 100% customer happiness.
- Company: Join a global leader in customer management with a vibrant team culture.
- Benefits: Comprehensive training, career development, and a supportive work environment.
- Other info: Opportunities for growth in a dynamic and inclusive workplace.
- Why this job: Make a real difference in customer experiences while developing your skills.
- Qualifications: Strong communication skills and a passion for customer service.
The predicted salary is between 18900 - 23100 £ per year.
Our client is a global service provider in customer management business process and digital outsourcing, with 120,000 passionate employees working in 30 languages across 4 continents and 26 countries. Focusing on the unique needs and opportunities of each industry, they offer a full range of end-to-end customer management solutions - including acquisition, retention, customer service, technical support, and collection - all based on a sustainable business model. These services are built on a portfolio of world-class expertise covering customer experience and process management, digital solutions and cutting-edge technologies.
MISSION OF THE ROLE
They are seeking a Trainee Consultant to join the team where you will lead by example as an empowered and motivated member of the team, sharing customer service knowledge and experience to develop others and make the Brand Centre a world class Centre of Excellence. Every contact into their Customer Service team needs to wow… and you'll be working with their customers to ensure everyone has the best experience possible. You will have the skills to be completely empowered to handle all types of contacts including telephone, email, Live Chat and all social media platforms. You will talk to their customers about placing new consumer and B2B orders, recommending products and services and resolving product, delivery and dispatch queries with their orders. In return your own excellent communication skills and engaging brand voice will ensure that together you always deliver 100% happiness, delivering personalised and thoughtful customer service through multi-channels.
RESPONSIBILITIES
- Achieve Efficiency, Adherence and Quality standards
- Achieve individual Key Performance Indicator standards
- Deliver 100% Happiness whilst adhering to best practices to ensure every interaction considers cost efficiencies within the decision-making process
- Answer inbound telephone calls, respond to customer service emails and answer Live Chats to meet team service level agreement targets whilst delivering 100% Happiness to customers.
- Make outbound calls as required, either to reply to customers with queries, or to support targeted service campaigns as required.
- Provide cover in other areas of the Brand Centre as required.
REQUIREMENTS
Essential:
- Excellent communication skills both written and spoken.
- Ability to engage and motivate others through effective written communications
- Results driven, meeting or exceeding current KPI's or targets.
- Effective in offering customers appropriate resolution whilst delivering 100% Happiness and supporting colleagues to do the same.
- Able to challenge processes and procedures to demonstrate better ways of working.
- Intermediate level of MS SharePoint, Excel, Word and Outlook.
Desirable:
- Ability to coach and mentor team members to increase knowledge and efficiency.
- Competent and knowledgeable with Elucid, Vocalcom and other in-house systems.
- Familiar with areas of Call Centre compliance including adherence to GDPR guidelines, and ensure that agents operate to required standards and requirements when talking to our customers.
- A genuine love of chocolate would be an advantage!
Communication skills - Email & Live Chat
The ideal candidate would need to have strong written communication skills, with a particular focus on professional, clear and empathetic interactions via email and live chat. You will be expected to:
- Respond to customer and client enquiries in a timely, courteous and helpful manner.
- Demonstrate the ability to troubleshoot and resolve issues using written communication.
- Adapt your tone to suit different audiences while maintaining a consistent brand voice.
- Manage multiple chat conversations at once while maintaining attention to detail and response quality.
- Use BEEM where appropriate in all emails (Brand, Engage, Educate, Motivate)
- Use templates where appropriate, while also personalising messages to ensure a positive customer experience.
They care passionately about their people and extensive training is given prior to handling any live customer contacts, with ongoing support provided. However, you must have a strong customer service ethic to succeed in this role together with a desire to achieve personal sales and service targets and results.
Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.
Konecta UK Limited Trainee Consultant in Leeds employer: Blue Arrow
As a Quality Assurance Technologist at our esteemed food manufacturing client in Portbury, Bristol, you will be part of a dynamic team that prioritises food safety and quality. The company fosters a collaborative work culture, offering opportunities for professional growth and development while ensuring a supportive environment where your contributions are valued. With a competitive hourly rate and a commitment to employee well-being, this role provides a meaningful opportunity to make a real impact in the food industry.
StudySmarter Expert Advice🤫
We think this is how you could land Konecta UK Limited Trainee Consultant in Leeds
✨Join Customer Support Communities
Get involved in online forums and communities dedicated to customer support, like those on Reddit or specialised Facebook groups. Networking with industry peers can open doors to trainee opportunities with companies like Blue Arrow.
✨Attend Local Job Fairs
Check out local job fairs and career expos, especially those focusing on customer service roles. Meeting potential employers face-to-face can give you an edge over others applying for the trainee position at Blue Arrow.
✨Leverage Your University Resources
If you're still in education, make use of your university's career services—they often have strong ties with companies looking for trainees. They might have insider knowledge about openings at places like Blue Arrow that you're keen on.
✨Showcase Your Soft Skills
Since customer support is all about people, highlight your communication and problem-solving skills in your interactions. When you apply to Blue Arrow, make sure they see your passion for helping others!
We think you need these skills to ace Konecta UK Limited Trainee Consultant in Leeds
Some tips for your application 🫡
Show off your people skills!:For a customer support trainee role, it's super important to highlight any experience you have in dealing with customers, whether that's through part-time jobs, volunteering, or even helping out at events. We want to see how you connect with people, so share examples of how you've successfully resolved issues or enhanced someone's experience.
Tailor your CV to us!:When applying for a trainee role at Blue Arrow, make sure your CV reflects your enthusiasm for customer support. List any relevant experiences, even if they're informal, and don't forget to mention your communication skills. A concise, clear layout will help us see how you're a perfect fit for our team.
Write about your learning goals!:Since this is a trainee position, we love seeing your motivation to learn and grow. In your cover letter, let us know what you hope to gain from working with us at Blue Arrow. This could include specific skills or knowledge areas—show us you’re keen to dive in and develop your customer support expertise!
Demonstrate your problem-solving skills!:Customer support is all about solving problems, so make sure to highlight any experiences where you've had to think on your feet! Whether it was a tricky school project or helping a friend out, share how you approached the issue and what the outcome was. This will show us you're ready for the challenges at Blue Arrow.
How to prepare for a job interview at Blue Arrow
✨Know Your Customer Support Basics
Make sure you're familiar with the key skills in customer support, like active listening and empathy. Expect questions on how to handle difficult customers or resolve common issues – we might want to hear how you’d approach a real-life scenario, so think of a few examples where you showcased these skills.
✨Brush Up on the Tools
Familiarise yourself with common customer support tools like Zendesk or Freshdesk. Even if you haven't used them before, understanding how they work will show Blue Arrow that you’re proactive and willing to learn. They might ask about your experience with similar software or how you'd adapt quickly to new tools.
✨Show Your Willingness to Learn
As a trainee, emphasising your desire to learn and grow is crucial. Think about what you hope to gain from this experience at Blue Arrow and be ready to discuss how you plan to develop your skills in customer support. Demonstrating a positive attitude and openness to feedback can go a long way!
✨Prepare for Role-Playing
In customer support interviews, it's fairly common to have a role-playing exercise where you'll need to handle a customer query. Practice your approach not just in resolving issues, but also in how you communicate clearly and professionally. This is your chance to shine, so don’t hesitate to showcase your verbal skills!
