Customer Service Specialist Level 3 Apprenticeship

Preventx is the UK’s leading provider of remote sexual health services, through innovative digital platforms and our own in-house laboratory which prides itself on providing excellence and quality to customers and service users alike. APPLICANTS MUST BE 18+ TO APPLY DUE TO THE NATURE OF THE ROLE.

Key Responsibilities:
• Develop an understanding of the business, its values and service culture and uphold this through the services provided
• Understand and adhere to organisational policies and procedures
• Operate efficiently; in a highly organised and professional manner as the primary point of contact for multiple Partner Service Professionals
• Liaise with current Partner Service Professionals to maintain strong, long-lasting relationships
• Monitor the performance of services against the predefined KPIs and report to Account Managers underperforming services before they become an issue
• Address or redirect Partner Service Professionals queries to Account Managers/relevant teams in a timely manner (e.g. queries regarding service use, development and online portal management)
• Support Account manager in the scheduling and provision of Quarterly/regular reports highlighting the overall service performance in line with service delivery and contract requirements and timelines
• Through engagement with Partner Service Professionals identify and communicate to Account managers opportunities to upsell new services and grow the service delivery with existing partner services
• Deal confidently and professionally with challenging client requests and escalate requests that cannot be met, in a timely manner
• Operate within Data Protection; GDPR and organisational requirements by respecting and treating all data in strictest confidence.
• Coordinate with multiple internal colleagues to ensure consistent service delivery and advice
• Supporting Account Managers and wider Commercial team in providing support to multiple clients concurrently, meeting challenging deadlines
• Demonstrate a high level of personal organisation and administrative support

•To achieve apprenticeship framework (Functional Skills, NVQ and Technical Certificate) within the specified time frame for Customer Service Specialist Level 3
• Attend the apprenticeship induction programme
• Attend all of the training sessions for the programme whenever necessary, 6 hours off the job training per week
• Undertake any other required development work as part of the apprenticeship programme as requested