Customer Service Advisor Apprentice – Medequip Assistive Technology Ltd

Summary

Being the first point of contact for service users, their family and health providers, ensure that the right product, in the right condition is delivered and installed to the client in an appropriate and caring manner within the specified time frame to the agreed specification and to the agreed performance, qualitative and financial targets

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

Being the first point of contact for service users, their family and health providers, ensure that the right product, in the right condition is delivered and installed to the client in an appropriate and caring manner within the specified time frame to the agreed specification and to the agreed performance, qualitative and financial targets. Enhancing customer experience by use of diplomacy and tact in difficult situations.

Key Duties:

• Achieve Apprenticeship programme


• Managing inbound and outbound calls, leasing with service users, their families and prescribers - within Medequip agreed KPIs


• Booking all delivery rounds in advance for Technicians and Service Engineers, utilising the software appropriately


• Ensuring all client and delivery details are correct and up to date, adding notes to the system where necessary


• Ensuring emergency jobs are actioned within the agreed KPI by relaying the requirements to the technicians and warehouse


• Ensuring all steps are taken to contact the client, and leasing with the prescriber, putting order on review, when contact is not achieved


• Answering emails and complaints within Medequip agreed timeframes


• Liaising between health professional and service users


• Ensure Technician’s mix of work is acceptable, assessing the workload


• Managing reception and facilitating retail sales

Where you'll work

Tollgate Drive
Tollgate Industrial Estate
Stafford
ST16 3HS

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider

P.T.P. TRAINING LIMITED

Training course

Customer service practitioner (level 2)

Understanding apprenticeship levels (opens in new tab)

Training schedule

• Customer Service Practitioner Apprenticeship Standard


• Functional skills in maths and English if required


• Internal relevant training courses as required for the job

More training information

** Applicants who are care leavers and meet the criteria will be prioritised for interview. **

Requirements

Desirable qualifications

GCSE in:

• English (grade 4 and above)


• Maths (grade 4 and above)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

• Communication skills


• IT skills


• Attention to detail


• Organisation skills


• Customer care skills


• Problem solving skills


• Administrative skills


• Logical


• Team working


• Initiative


• Non judgemental


• Patience

Other requirements

You will be required to complete a DBS check; this will be refreshed every 2 years.

About this employer

Medequip is a specialist logistical business that provides innovative solutions in the Health and Social Care sector. As one of the longest-serving providers of contracted out ‘Community Equipment Services’, having been awarded our first community equipment contract in early 1993, we have grown in both size and expertise to now offer fully integrated services which reflect the complex needs of the sector, designed and coproduced in conjunction with commissioners, professional prescribers, community support organisations, and the families, carers and most importantly, those people who use our services.

https://www.medequip-uk.com/ (opens in new tab)

Company benefits

• 21 days + bank holidays increasing by one day per year to 25 after 4 years’ service. • You will be required to complete a DBS check; this will be refreshed every 2 years.

Disability Confident

A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.

You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.