Customer Service Apprentice

Full-Time No home office possible

An exciting chance to become part of Student Retention team as a Customer Service Apprentice. In this position, you will support the Senior Student Retention Officers, monitoring student attendance, engaging with learners and daily administration tasks for the team.

Responsibilities

Track and support assigned learners for retention and completion
Monitor attendance and assist with academic interventions as needed
Maintain contact details for department contacts and learner statuses
Aid reenrollment efforts for progressed learners
Verify learner details on Thesis and inform relevant departments
Re-engage disengaged students for productive study
Contact and assess barriers for all assigned students
Maintain accurate records promptly
Develop customised re-engagement plans with academic collaboration
Engage with internal and external stakeholders for student retention
Follow professional guidelines for nonattending students
Ensure Retention Officer presence at all campuses
Participate in minute-taking duties
Timely maintenance of weekly reports
Serve as the primary point of contact for allocated learners
Utilise appropriate communication tools while ensuring GDPR compliance
Maintain confidentiality and data protection standards, Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer\’s expected outcome
Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
Service Improvement: Make recommendations based on your findings to enable improvement
Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice