Customer Service Apprenticeship (Level 2) - Customer Support Brighton, Sussex £10k (p.a)

We are looking for an apprentice who will be; Supporting our London based Sales Team administering sales as speedily, accurately and efficiently as possible. You will be responsible for all aspects of post sales booking support, with a particular focus on post sales amendments and booking confirmations.

On a daily basis you will be speaking to customers and suppliers making changes to bookings, resolving frontline pre travel complaints, taking payments and ensuring all elements of a booking are fully confirmed. Working in a fast paced and challenging environment you will always offer a fantastic level of service encouraging customer loyalty and ensuring the YGT (Your Golf Travel) brand values are represented at all times.

Key Roles & Objectives:

Customer Responsibilities (Internal & External Customers)

• To action any booking amendments in line with SLA's, keeping the customers updated at all times
• To answer telephone queries, emails and chat efficiently, maintaining a high standard of professionalism and courtesy whether an internal or external customer
• To liaise with our venues and suppliers to ensure availability and confirm bookings
• To investigate and resolve frontline customer complaints
• To provide customers with all the information required for their holiday - such as confirmations and vouchers
• To proactively contact customers to ensure we have all the information required in advance of their holiday

Financial Responsibilities:

• To ensure any payments are taken and recorded within the booking system in line with the terms and conditions and company procedures
• To ensure any quotes for amendments or upsell opportunities that are provided are accurate and recorded within relevant systems
• To identify and maximise any revenue earnings through upselling
• To ensure any refunds are requested in a timely manner following correct company procedures
• Ensuring any invoice variances are investigated and fully resolved

Technical Responsibilities

• To record any customer contacts within the booking system ensuring that all notes and actions are recorded
• To follow departmental guidelines and standard operating procedures to ensure a consistent approach
• To have a good knowledge of the google programmes, including but not limited to google docs and google sheets and to be competent in the use of email
• To manage own workload in a proactive manner to ensure that all agreed departmental standards are met
• Responsible for completing internal forms accurately, including electronic forms such as refund request forms and HR forms such as absence recording and appraisal documents
• Checking and processing supplier confirmations

Administration Responsibilities

• To manage own workload in a proactive manner to ensure that all agreed departmental standards are met
• Responsible for completing internal forms accurately, including electronic forms such as refund request forms and HR forms such as absence recording and appraisal documents
• Checking and processing supplier confirmations

Other Responsibilities

• To accept responsibility for self-development as indicated in appraisal objectives
• To encourage teamwork and a good team spirit, pro-actively assisting colleagues under pressure and helping others maintain excellent levels of customer service
• To carry out ad hoc duties as requested by the management team

Desired Skills

• Work well under pressure, in regards to amount of work as well as timing deadlines
• Enjoys working in team, but can take initiative when working alone

Personal Qualities

• Quick learner
• Personable
• Enjoy working in team
• Can take advice/ constructive criticism
• Eager to learn
• Task orientated
• Happy to ask for help
• Confident in ability
• Ability to work to targets

Desired Qualifications

GCSE or equivalent at C/4 or above in English & maths.