Customer Service Apprentice

PoundFun Career Opportunity - Customer Service Apprentice

Job Description

PoundFun is one of the UK\'s newest & fastest growing online toy websites, where you can purchase high quality, branded character toys & games for children of all ages at prices that cannot be beaten.

Founded in 2023, PoundFun is a family operated business. Our mission is to deliver safe, affordable and quality products which are responsibly sourced and complement childhood through fun, learning and exploration.

Location:

We have just launched our new business in Keighley town centre. Our office location is only a 2 minute walk from Keighley Train Station and a 10 minute walk from Keighley Bus Station. So perfect for commuters from Keighley and the wider area including, Skipton, Bradford, Ilkley & Leeds.

General Description:

PoundFun is committed to delivering service excellence across our business, and every employee has a part to play in enabling us to achieve this. The tasks below detail the main day to day activities that you will be responsible for delivering exceptional service to our new and existing customers and be the ambassadors of the “PoundFun values”.

Overview of the Position:

Sales and Support team members are expected to understand the importance of delivering service excellence consistently across the business and will lead by example. They are expected to integrate into the Head Office based team and assist in the promotion of a culture of Service Excellence across the business, and specifically in their areas of focus. They must ensure that all sales and enquiries are handled in a professional, empathetic, and timely manner, with attention to detail being key. Adaptability, communication and listening skills are essential in an environment where customers’ expectations are constantly evolving. The role involves continuously looking for improvements and driving standards up across the business.

Responsibilities will include:

Customer Enquiries

• Handle incoming telephone, email and all digital generated customer enquiries, satisfying the customer need on the first interaction.
• Be the customer conduit for all services that PoundFun provide to ensure the customers\' needs are met to the best of our capability.
• Be a Poundfun ambassador, living and expressing our core values through our behaviours at all times.
• Deliver the best service possible, taking every opportunity to wow the customer.
• Liaise with colleagues to ensure any customer challenge is resolved.
• Provide day to day support and customer feedback to the business on customer raised product issues.
• Liaise with colleagues and the marketing team to ensure that customer enquiries are responded to, and resolved, fast and efficiently.
• Ensure the consistent delivery of the highest levels of service, both internally and externally.
• Ensure a polite, professional, and attentive communication with customers throughout every interaction.
• Ensure that every sales opportunity is explored to its fullest extent.
• Ensure active listening and questioning to ensure you understand the customers needs.
• Ensure customer Sales are handled in a professional and timely manner.
• Always strive to increase product knowledge to maximise sales and service.
• To ensure courteous & professional communication with customers throughout the sales journey.

Behaviours for the role and in line with the PoundFun way:

• Put Customers First – being approachable, respectful, and friendly. Providing an unparalleled customer experience. Placing the customer at the heart of the business process.
• Be Honest – being genuine, fair, and trustworthy. Operating professionally whilst communicating openly in a positive manner. Face challenges and issues but driving change and building sustainable relationships.
• Show Commitment – being attentive, supportive, and loyal. Working to achieve results and sharing clear directions and goals. Collaborating with teams within the business to embrace change to achieve results.
• Be knowledgeable – being informed, dedicated and authoritative. Recognising that the development of capability drives business success. Takes action to establish a high-performance, engagement culture within the organisation.
• Be courageous – being challenging, passionate and creative. Being innovative and creative and deliver on commitments, use flair and passion to drive change.
• Offer solutions – being innovative, informed, and progressive. Understands how their activities fit with business plans and analyses what is required to deliver effective outcomes. achieves high quality outcomes in appropriate timescales and identifies ways to improve effectiveness and efficiency.

This role may be required to work additional hours as per the demands of the role. This job description covers the main requirements, but it is not exhaustive and may be subject to changes of definition as may become necessary from time to time.

Entry requirements:

The entry requirements for this programme are as follows:

• 3 GCSE’s (or equivalent) at grades 4+ (A-C) in any subject.
• GCSE Maths and English (or equivalents) at grades 3+ (D or above).

You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.

If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications.

£12,000 per annum.

92% of apprentices secure permanent employment after finishing their apprenticeship. Additionally, there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks.

How To Apply:

To be considered for this role, please email a copy of your CV and a covering letter to our Marketing Director at: rob@poundfun.com