Apprentice Customer Service Consultant - Epos Now

Epos Now is a cutting-edge cloud-based business operating within the payments and POS space empowered by a global workforce supporting consumers across over 71 countries.

As an Apprentice Customer Service Consultant, we will develop your knowledge and skills in every aspect of our service processes, from welcoming new customers, providing training as well developing knowledge of our platform and services to help resolve technical queries.

You will work towards a Level 2 qualification in Customer Service (With the potential for Customer Service Level 3), provided by our training partner Learning Curve. This will be completed during your working week.

Support

Take full ownership of any customer contact ensuring the most effective outcome possible and delivery of excellent customer service.

• Deliver against defined KPIs in key areas; Quality, Productivity & Revenue
  
• Develop meaningful customer relationships to support customer business growth through maximizing the value of Epos Now system
  
• Identify customer needs and fulfill these with Epos Now solutions, as appropriate
  
• Effectively utilize the CRM to optimize customer experience
  
• Accurately record all information in CRM in a timely way
  
• Escalate relevant technical and complaint cases using correct procedures as and when required
  
• Take ownership of any customer issues and utilize the most relevant resources to deliver timely and effective resolution.
  
• Follow all relevant processes and procedures and proactively give feedback to improve processes or systems where identified.
  
• Prioritize own development and continually look for opportunities to self-develop productivity
  
• Customer facing/engagement time Quality
  
• Call quality scores
  
• Meeting customer satisfaction & recommend us targets
  
• Review site 5* customer reviews Upselling
  
• Provide support and guidance for colleagues wherever possible, without compromising your own performance.
  
• To adhere to all policies and processes
  

A positive and confident communicator with an excellent telephone manner, you will be the first interaction for many prospective customers looking for a tech-led solution to their challenges. As a member of the customer support team, you will play a key role in handling customer support calls to onboard new customers and resolve any queries timely and efficiently.

What will you do?

• Onboard new customers by delivering training.
  
• Handle inbound customer support calls and answer web chats and tickets.
  
• Record customer data accurately.
  
• Conduct remote troubleshooting and training sessions with clients.
  
• Develop an in-depth knowledge of our products and services.
  
• Hit your call time and upselling targets using a “soft sales” approach.
  
• Provide excellent customer service!
  

What do you need to apply?

• Be proactive - you must be driven to succeed and hit your targets! (Essential)
  
• Great organisation and attention to detail to manage your phone, diary and data systems. (Essential)
  
• Excellent communication skills across all mediums. (Essential)
  
• Resilience to bounce back from unhappy customers. (Essential)
  
• Empathy for customers and the ability to remain calm and professional. (Essential)
  

The Person

• Confident, outgoing and proactive
  
• Has a desire to succeed
  
• Positive approach
  
• Able to effectively and clearly communicate across all mediums
  
• Well-organized, attention to detail and have the ability to prioritize tasks quickly and effectively
  
• Interest in technology
  

Our Mission and Values

We are a Technology first business that takes pride in the success of our people and champion our culture founded on trust, inclusivity and with empathy at its heart.

We put the customer first, and consider ourselves the global champion of SME and the hero of the high street. We provide technology and support our customers needs to compete with the giants and win!!

Our entrepreneurial spirit and incredible talent has powered our exponential growth so far and we believe it will power our continued success.

During your apprenticeship you will be given targets for each area that you will be developed in, as well demonstrating the Epos Now Values.

• Customer   - The Customer comes first, everything else follows
  
• Innovate  - Work on real products and services that make a difference to our customers
  
• Trust   - We will do the right thing when it comes to decision making
  
• Mission   - We genuinely care about our vision and mission
  
• Ownership   - We own the situation and always work to leave it better than we found it
  
• Shared Success   - we create a fun and supportive environment where we collectively celebrate our shared success
  

The Purpose

Our Apprenticeship Program unique pathway to acquire valuable skills and knowledge while earning. This program is designed to cultivate the capabilities and expertise necessary for exceptional customer support at Epos Now.

1. Personal Growth: Engage in a well-structured learning journey, combining classroom instruction through with hands-on training. You'll take ownership of your learning, development and career.

2. Professional Development - Embrace ongoing mentorship and structured learning with a clear focus on acquiring new professional skills and building a solid foundation for your career

3. Progression - Enjoy continuous mentorship and regular progress assessments that centre around behaviors, knowledge, and performance. These evaluations directly contribute to your professional development and offer rewards for your progress.

Your Behaviors

• Confidence and Communication
  
• Expert Knowledge
  
• Work Proactively
  
• Change Focus
  
• Respect Others
  
• Working With Others
  

On Completion of Apprenticeship The apprenticeship program is for 12 months, month 12-15 will be the end point assessment (EPA) phase.

During the EPA stage of the apprenticeship, the apprentice will be allocated into an appropriate team based on their skills strength and performance. No further internal learning will take place during this time so they can focus on their EPA.

On successful completion of the EPA apprentices will move into Tier 2 or 3 roles and will be compensated accordingly.

Celebrate successful completion of apprenticeship with:

• Lunch
  
• Branded certificate
  
• Award ceremony
  
• Welcome Gift
  

The Salary may be increased based on performance and behaviors linked to our values.

Job Types: Full-time, Apprenticeship

Salary: From £16,500.00 per year

Schedule:

• Monday to Friday
  
• Weekend availability
  

Ability to commute/relocate:

• Norwich, NR4 6DJ: reliably commute or plan to relocate before starting work (required)
  

License/Certification:

• Driving License (preferred)
  

Work Location: In person

Expected start date: 06/11/2023