Ref CS06 Customer Service Apprentice at Cogent Hire Ltd
We’re looking for someone to help our customers by managing claims. We’ll give you the processes and the guidance, and you’ll look after our customers with exceptional customer service and expectation management. Plus, you’ll collaborate with third party referrers, garages and hire providers to make sure our services run smoothly.
Apprenticeship Information
| Start Date | 27/01/2025 |
| Occupational Areas | Customer Service |
| Closing Date | 13/01/2025 |
| Wage | £7.36 Hour |
| Working Week | Monday—Friday. Generally the hours will be 9am—5pm with some early (8am—4pm) and late (10am—6pm) shifts. |
| Apprenticeship Duration |
15 |
| Apprenticeship Level | 2 |
- Job Description
Keeping in touch with customers and enquiries on inbound and outbound calls.
Keeping track of accurate information and updating claims handling systems and third party portals.
Using your common sense and initiative to gather evidence, solve problems and support your customers.
Providing a superb customer support service that delivers a high scoring NPS (and generates positive feedback on TrustPilot and Google).
Working from a daily task list to keep customers, referrers and third parties updated and fully informed.
Hitting individual targets and team SLAs, while sticking to the health and safety, GDPR, and consumer duty rules.
Producing correspondence of the highest standard, and managing claims quickly and effectively.
Helping out with general administrative tasks to keep the company moving in the right direction.
To undertake any other duties consistent with the role.
Manage claims in a timely manner and in line with SLAs, KPIs and company standards
Comply with all company rules and procedures especially those relating to health & safety, GDPR, consumer duty with an obligation to remain informed and up to date on all such matters - Personal Qualities
Enthusiastic and self motivated. Personable with a positive outlook. Reliable and punctual. Willingness to go the extra mile to provide great customer service. Passionate about learning and developing new skills.
• You are a reliable, dependable and punctual member of a team.
• You take ownership of your tasks and are willing to go the extra mile.
• You enjoy helping a variety of people and building relationships.
• You are looking to develop skills, learn and progress. - Qualifications Required
Essential 4 x GCSE A*-D / 9-3 which must include GCSE English and maths at A*-C / 9-3 or equivalent.
• GCSE’s Grade 6 in Maths and English
• Working knowledge of necessary software programmes including Microsoft Word and Excel - Future Prospects
Opportunity to advance within the business
- What will the End Point Assessment (EPA) include
Towards the final few months of the apprenticeship you will complete your End Point Assessment. This includes an ‘Apprentice Showcase’ to provide examples of work, a practical observation and a professional discussion. All assessment methods will be conducted and graded by an independent EPAO.
- Things to Consider
When starting this role, you’ll need to focus on absorbing a lot of new information and have the desire to learn about the credit hire industry.
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