Customer Service Apprentice
Nexus is looking to appoint 3 Customer Service Apprentices within the organisation with each apprentice spending time across three teams, Metro Operations, Customer Service Operations and Customer Relations.
As part of this 14-month apprentice programme, you’ll be the face of Nexus on the front line with our customers. This is a varied role covering three distinct Customer Service areas of the organisation.
When working in Metro Operations you will be deployed on the network carrying out customer service duties on Metro stations, including working on Ticket Gate lines, whilst attending to customers in a professional manner.
In Customer Service Operations you will support our Ferry Crew and the Ferry Passengers handling customer enquiries, selling tickets for passengers boarding the vessel and ensuring passengers are kept safe on their journey. You will be trained on all elements of safety on board the ferry including man overboard procedures, firefighting and Emergency Evacuation.You will also be responsible for the upkeep of the vessel during service ensuring it is presented to an acceptable standard for customers.
In Customer Relations, you will gain sound administrative experience. This element of the role involves handling internal and external mail, Nexus smartcards and permits and card production. You will work as part of a team, providing a first class, effective and efficient customer service to our internal and external customers.You will act as first point of contact on behalf of Nexus, responding to emails and phone calls ensuring appropriate responses are given in line with Nexus’ complaint handling procedure.
You will work towards a Level 2 Customer Service Practitioner qualification as well as specific in-house training. This is a unique opportunity to gain broad customer-service based experience and get to know how this can benefit the transport network.Whilst precise details are to be confirmed, it is expected that successful candidate will study on day release to college whilst working the remaining working days gaining practical hands-on experience in a practical environment. The role is predominantly site-based to maximise the learning opportunities.
Whilst this may entail working in all-weathers you will be provided with the relevant attire to work comfortably and safely.
The final 2 months of apprenticeship will consist of completing an End Point Assessment (EPA), successful completion of all elements of the apprenticeship Standard will result in the awarding of a certificate of completion.