Apprentice – Customer Support Executive

About this apprenticeship

You’ll be joining a team with well-established colleagues, who will be able to support you to make your mark quickly. We are particularly keen to hear from candidates able to start quickly, with a level head and a keenness to learn. Reporting directly to the Customer Support Manager, the role’s key focus is ensuring customer satisfaction.  
The team prides itself on responding to all inbound enquiries in line with business process policies and SLAs. This involves direct engagement with the customer which will include building product quotations, technical and administrative support, website walk-throughs, product guidance and licensing advice.  
This role also provides central purchasing support across the division, as well as administrative support to the Sales team and occasionally to the Exec team. You’ll be involved in capturing opportunities for improvement, insights and intelligence from customers. Communicating these back to the business so we can provide the best possible experience for our customers is key.

To deal with initial enquiries from our customers (by phone, email and live chat) who use our online map shop to access and download a wide range of mapping data. These customers will vary from domestic “one-off” purchasers to regular business users who may require our services on a daily basis. 
To ensure customer issues are followed through to resolution or escalated within the business if needed.
Assisting the sales team with the generation of quotations and, in some instances, supplying these directly to the customer, raising invoices, processing payments and contracts.
Raising purchase orders as required across the division.
Liaising with suppliers to obtain quotes and process orders.
To participate in meetings within the Support Team.
To accumulate useful feedback, relaying this to the Head of Operations, ensuring we continue to improve our products and services portfolio.
To ensure a high standard of administration on our systems, which will involve adding new users, office locations, billing details and account permissions. 
An ongoing responsibility to learn and familiarise yourself with new products and services which are developed and launched.
Assisting with the ongoing updates of documentation for customer Support processes.
Welcoming office visitors & preparing meeting rooms as required.
Adherence to Idox Information Security policies and protocols 

Training

This apprenticeship includes the completion of the Customer Service Specialist Level 3 course. Learning would be at Farnborough College of Technology, with college attendance for 1 day every other week during term time and will include an external assessment for completion. 

What you could go on to do

Step into a varied and fulfilling position within our Customer Operations Team, where you’ll have great opportunities to develop your expertise and progress your career with Idox.