Apprentice Customer Service Advisor

About this opportunity

High Street TV (Group) Limited (HSTV) is one of the UK’s market-leading multi-channel retailers using Direct Response TV (DRTV) as its main driving force.

HSTV has four 24-hour dedicated shopping channels across SKY and Freesat as well as advertising on over 50 digital TV channels in the UK & Ireland and partners with over 45 Blue Chip UK retailers across 8,500 grocery/high-street outlets where many of their products are best in their category or even best performing in the company. The company has also launched its first mainstream, lifestyle and entertainment (non-shopping) television channel on SKY called Home and Leisure TV.

HSTV were recently placed 12th in the prestigious seventh annual Sunday Times HSBC International Track 200 league table of mid-market private companies which followed last years’ impressive entry for the company in The Sunday Times UK Fast Track 100 league table. Their successful product portfolio includes “NUTRiBULLET” which has been named the biggest selling “As Seen on TV” product in DRTV history.

The company is now looking for enthusiastic individuals to deliver excellent customer service in dealing with telephone and postal queries to all customers, ensuring that queries are resolved efficiently, effectively and within the departmental key performance indicators.

A normal day would include

Key duties and Responsibilities
• To provide excellent customer service in line with our departmental standards, procedures, guidelines.
• To build effective relationships with customers both internally and externally, by use of appropriate questioning and clarification.
• To deal appropriately with customer queries received via email and provide written responses to confirm the outcome/action.
• Maintaining and updating customer’s records accurately and in accordance with data protection requirements.
• Working as part of a team to achieve the departmental objectives.

What you could go on to do
Lots of progression opportunities for the right person. There is a long term career available for the right person where you could progress into more senior roles within a rapidly growing business.

How you will be supported
You will be given a full induction programme on product knowledge, customer service support and HSTV’s processes. Full training and support will be provided by our expert training and assessment staff at The Skills Company.

What you should have to apply

A good level of IT skills is required but training on HSTV’s systems will be given.

Personal Qualities

Confident telephone manner
Be reliable and flexible in your approach to work
Have good communication and listening skills
Cooperative and flexible in line with business needs
Attention to detail

Skills

Enthusiastic, empathetic and professional.
The ability to work on own initiative whilst at the same time having a strong team ethic
Have good communication skills and an ability to build rapport with customers
Literacy, numeracy skills
Computer-literate and good keyboard skills
Able to remain calm under pressure and problem-solve accordingly
Previous experience in face-to-face or telephone-based (call centre) customer service