Customer Services Apprentice

Customer Services Apprentice
Emerson's Green

Hours: 40 Hours per week (M-F 8:15 - 17:00)
Salary: £16,765. per annum (£8.06 per hour)

This is an incredible opportunity to work for a forward-thinking community equipment services provider, who’ll support you to be the best you can be in your chosen field! 

Join us as our new Customer Services Apprentice at Medequip Assistive Technology Ltd and let us empower you to truly make a difference. 

Our continued employee development programmes, internal training and exceptional leadership will give you the ability to continuously develop yourself professionally whilst providing person-centred support.

You’ll be supported by an excellent team of professional and ever developing co-workers who all identify and align with Medequip’s values.

Who are Medequip? 

Medequip is the leading provider of medical equipment services to local authorities and the NHS across the UK, delivering a wide range of equipment and support to people in their own homes, keeping people independent for longer. 

About the role

As the Customer Services Apprentice for Medequip Assistive Technology Ltd, you will be the first point of contact for service users, their families and health professionals, ensuring an empathetic, efficient and professional customer experience while supporting the delivery of vital community equipment services.

Your day-to-day responsibilities will include, but not be limited to:

• Achieving the requirements of the Customer Services Apprenticeship programme
• Managing inbound and outbound calls within agreed KPIs
• Liaising with service users, family members and prescribers in a professional and caring manner
• Booking delivery rounds for Technicians and Service Engineers using appropriate systems
• Ensuring all client and delivery details are accurate and up to date
• Coordinating emergency jobs within agreed KPIs
• Taking appropriate action when clients cannot be contacted, including liaising with prescribers and placing orders on review
• Responding to emails and complaints within agreed timescales
• Acting as a link between health professionals and service users
• Supporting workload planning for Technicians
• Managing reception duties and facilitating retail sales where required

This is not an exhaustive list, and you may be required to undertake other reasonable duties to meet the needs of the business.

About you

Above all, you will identify and align with our company values:

• We keep our promises.
• We empower people to be accountable for their actions and performance.
• We help people with empathy, courtesy, dignity and kindness.
• We show respect and are trusted by our colleagues, suppliers and customers.
• We believe in teamwork and are passionate about our work.
• We encourage innovation and the development of technology.
• We embrace change and seek to achieve excellence.
• We deliver cost effective, efficient and safe healthcare solutions.

Qualifications and experience required.

• GCSEs (or equivalent) including Maths and English – minimum grade C / 4
• Minimum of 1 year’s experience in a public, healthcare or service-based role
• Customer service or call centre experience
• Full UK driving licence
• Confident and polite manner with a professional appearance
• Ability to demonstrate empathy, patience and resilience under pressure
• Strong verbal communication and customer service skills
• Ability to communicate effectively with people from diverse backgrounds and circumstances
• IT literate and comfortable using computer systems
• Organised, with the ability to follow agreed processes
• Able to manage your own workload and work with minimal supervision
• Flexible and adaptable approach to work

What we offer

• 21 days annual leave plus bank holidays, increasing with length of service
• Structured apprenticeship and training programme
• Ongoing personal development and annual appraisal
• Supportive team environment and strong leadership
• Pension scheme
• Employee support and wellbeing initiatives

We welcome applications from all sections of the Community as an Equal Opportunities Employer. We are also happy to make any reasonable adjustments at any stage of the recruitment process should you need it, please let us know. 

We take our data privacy seriously and commit to processing your data in line with GDPR guidelines. Medequip’s Privacy Notice sets out the basis on which the personal data collected from you, or that you provide to us, will be processed in connection with our recruitment processes.  

This role may be subject to an enhanced DBS disclosure and satisfactory references.

This role is not eligible for sponsorship. Candidates without satisfactory right to work in the UK are unlikely to be suitable.