Apprentice Digital Support Technician - North Owersby

Role Overview 

This apprentice will act as the first point of contact for incoming customer calls and enquiries, ensuring they are handled professionally, efficiently and accurately. 

The role involves providing comprehensive customer service, administrative and operational support across the business, resolving enquiries wherever possible and directing more complex or technical matters to the appropriate department for investigation. 

The apprentice is responsible for supporting the smooth day-to-day operation of the business, maintaining effective communication between departments and ensuring customers receive a consistently high standard of service. 

Key Responsibilities 

• Answer, assess and direct incoming telephone calls and enquiries to the appropriate departments. 
• Handle general customer enquiries, providing accurate information and assistance wherever possible. 
• Process website returns, unwanted product returns and associated documentation in accordance with company procedures. 
• Raise credit notes and process customer refunds within authorised limits. 
• Manage delivery enquiries, provide order updates and assist customers with tracking information. 
• Arrange courier collections for returned, incorrect or faulty parts. 
• Assist with warranty claims, customs documentation and core return processes. 
• Handle general finance-related enquiries, including invoice and payment queries. 
• Support the monitoring and follow-up of aged debtor accounts, liaising with the Finance department where required. 
• Liaise with Sales, Warehouse, Workshop, Finance and other departments to investigate and resolve customer enquiries. 
• Maintain accurate customer records and ensure all relevant information is recorded and updated within the company's internal systems. 
• Navigate and utilise internal business systems, CRM & WMS effectively to access information, process transactions and manage customer enquiries. 
• Escalate complex, technical or unresolved matters to the appropriate department or manager. 
• Provide general administrative and operational support to ensure the efficient running of the business. 
• Undertake additional reasonable duties as required to support changing business needs. 

Key Expectations 

• Customer Service: Deliver a professional, friendly and efficient service, ensuring customer enquiries are handled promptly and effectively. 
• Accountability: Take ownership of enquiries and follow through to resolution or appropriate handover. 
• Teamwork: Work collaboratively with colleagues across all departments to support efficient business operations. 
• Flexibility: Develop and maintain competency across all areas of the role, providing support and cover for colleagues when required. 
• Accuracy: Maintain high standards of accuracy when processing information, financial transactions and customer records. 
• Communication: Communicate clearly and professionally with customers, colleagues and external service providers. 
• Organisation: Effectively prioritise workloads, manage competing demands and meet required deadlines. 
• Continuous Improvement: Identify opportunities to improve processes, efficiency and the overall customer experience. Including across internally create platforms to help shape internal UX throughout multiple platforms. 

General Responsibilities 

The Business  is expected to demonstrate a proactive, adaptable and collaborative approach to their work, contributing positively to the overall performance of the business.