Key facts

About the programme

Answer the telephone, review emails, open and review letters and other correspondence, review social and other media, welcome and greet customers at reception or branches
Handle and resolve as many customer enquiries and transaction requests as possible at first contact
Manage conflict situations and achieve quick resolution to customer concerns
Hand off telephone calls and other contact to other members of the team/business if appropriate
Produce outbound customer correspondence, make outbound telephone calls, and general administration; ensuring the response is appropriate and tailored to suit the needs and requirements of the customer
Follow customer concern/complaint resolution process, develop mediation skills and proactively share this knowledge in support of other customer facing teams to increase resolution levels across the business
Identify customer service and customer process continuous improvement opportunities and raise them with contact centre management team for discussion and agreement
Conform to policy, process, time and quality standards for all tasks and activities
Record key performance indicator (KPI) data and other management information for senior management and teams, ensuring accuracy of data input and output
Undertake other customer query resolution and transaction requests as required
Take personal responsibility for the health and safety of myself and others by working within Curo’s Health and Safety policy and procedures at all times

What training will the apprentice take and what qualification will the apprentice get at the end?

Customer Service Practitioner Level 2
Providing customer service products and services for business and other organisations including face to face, telephone, digital and written contact and communications
City of Bristol College
Off site in its entirety

Curo regularly advertise Admin clerical roles which will be a great next step.