Customer Service Senior Advisor - Apprentice in Birmingham

**Job Title:** Customer Service Senior Advisor - Apprentice****Qualification:**** Level 3 Customer Service Specialist Apprenticeship**Location:** Liverpool/Norwich/Birmingham* This is a development role so to be eligible to apply, the training and development you receive during this apprenticeship must provide you with significant new skills and learning. This is an essential requirement for apprenticeship funding and means you must not already be over-qualified or over-experienced in this type of work.* In addition, you must: + Not hold or be working towards a similar level or higher level qualification to the apprenticeship UNLESS this is in a significantly different subject/business area. + Have the permanent right to work in the UK and have been ordinarily resident in the UK/EU/EA for 3 consecutive years before starting the apprenticeship. + Have left full-time education by the time the apprenticeship starts and not be in receipt of funding for other learning programmes (including another apprenticeship) + 5 x GCSES (or equivalent) including Maths and English at Grade C, 4 or 5 or above (or equivalent).* If you don’t meet the above apprenticeship criteria we cannot progress your application for this role.* If you are not sure whether or not you meet the criteria please contact recruitment@crowncommercial.gov.ukThey work with stakeholders to put in place and for the government and the public sector.* Resolving 2nd line enquiries by phone & email, using product knowledge in a single pillar and working across pillars to share expertise and best practice.* Develops knowledge bank materials to support the resolution of increasingly complex and higher volumes of enquiries through the Customer Service Centre* Ensure the quality of data recorded in CRM CSC systems, delivery, quality assurance reviews where and when required.* After 6 months in the post, deliver impactful coaching, performance management and day to day management of a team, deliver improving levels of productivity and high quality results (measured in improved Customer Satisfaction scores), reduced complaints, reduced second line enquiry transfers. Observe calls and offer impactful feedback, coaching and management.* Deliver low complexity procurement activities on behalf of CCS customers.* Providing support in translating customers commercial requirements, into a compliant procurement, which include specific and measurable evaluation criteria* Ability to identify trends and issues, understanding how to create, read and action reports and feedback* Ability to work as part of a team and with a customer service ethos* A strong communicator who can inspire people to reach their potential through holding impactful team meetings, one to ones and other forms of team contact* Understands, supports and is able to embrace targets, Key Performance Indicators and objectives as a standard operating tool with excellent analytical, verbal and written communication skillsYou will also be assessed against **Experience** and **Strengths**.* Competitive salary* Generous pension scheme* A discretionary non-contractual performance related bonus* Working remotely in addition to working in advertised office location* Flexi time scheme (available for B1-B6)* Minimum 25 days annual leave to a maximum service related 30 days excluding bank holidaysCrown Commercial Service (CCS) is the largest public procurement organisation in the UK. With over 800 staff, we help thousands of public and third sector buyers in the UK with billions of pounds of spending each year. We have a wide range of commercial agreements to help our customers buy what they need, when they need it - saving time and money. #J-18808-Ljbffr