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Helpline Advisor

Tyne and Wear - Newcastle upon Tyne
£8.91 per Hour
Job Reference

Our award winning client based in Newcastle are looking to recruit a number Inbound Advisors to work on the National Apprenticeships Service helpline.

Successful candidates will support the Inbound Phone line service and respond to email enquiries from customers. Individuals who come from a strong customer service or retail background would be preferable.

In order to provide personalised advice, responsibilities will include tailoring information to customers and their situations and raising awareness of support options available to business, training providers and apprenticeships.

Successful candidates will be expected to work 37.5 hours per week over a range of shifts between 8am and 10pm Monday to Sunday, therefore flexibility to working hours is essential.

Key Responsibilities:-

  • Work within defined quality guidelines and maintain good practices at all times

  • Access and research information sought by calls quickly and efficiently

  • Accurately collate and record call information for use in management information reports

  • Develop and maintain an interest in related topical issues and those likely to affect contacts

  • Deliver specialist subject matter as appropriate

  • Undertake administrative and other tasks as required relevant to working environment

  • Work to daily and weekly targets

Knowledge, Skills and Qualifications:-

  • Excellent telephone manner with exceptional verbal and written communication skills

  • Educated to at least Level 2
  • Ability to work independently and as part of a team
  • Excellent listening skills and ability to interact with employers and training providers in a professional and non-judgemental fashion

  • Excellent IT skills and knowledge of work and excel

  • Commitment to continuous professional development and the ability to gain further qualifications

  • Ability to assimilate key information from appropriate sources

  • Knowledge of areas including:- apprenticeships, traineeships, education, careers and employment would be desirable

The position is subject to an Basic DBS check and further vetting processes as appropriate to fill out contractual and safeguarding procedures.

This role is due to start Monday, 10th May, 2021 with an intense training programme.

The rate of pay is £8.91 an hour.


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