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Plusnet Apprentice Provisioning Advisor REF: PN36 - Leeds (LS1 4PG)



Apprenticeship Funding - For eligibility please speak to us directly.

About you
We are looking for focused, driven individuals with passion to deliver excellent customer service using problem solving skills. It will be up to you to take care of our customers from the point of sign up through to being up and running on the Plusnet network. Ensuring that throughout the experience we are providing excellent customer service and ensure our customers are happy and recommend us to their friends and family.

About us
Plusnet is an award winning Yorkshire based ISP with a unique brand identity. We believe in making a difference, team work and putting the customer first in everything that we do. We work in a fast paced and challenging environment yet our offices have a distinctly friendly and informal feel to them - we know that you can do great business without the suits!

Why apply?
Whatever your career ambitions, we are committed to giving you the skills and support that you need in order to achieve your goals; whether it's training and development, free broadband, a free lunch or just a breather over a game of table tennis or pool.

This is a call centre with a difference - our Advisors use wireless headsets and love having proper conversations with customers (we don't use scripts - we use our own initiative on calls), they relish responsibility and see customer enquiries through to completion.

Of course there are plenty of other reasons to work at Plusnet…our employee perks are like no other as we've teamed up with big name providers to offer you a flexible benefits package that lets you choose the things that matter to you most. So, whether you want to save money on a holiday, eat out for less or spread the cost of a mobile phone or tablet over the year, we've got something for you!


As a Provisioning Advisor at Plusnet you will:
  • Work in a busy call centre environment providing excellent customer service across multiple contact channels including voice calls and web chat
  • Deal with a range of enquiries from new or existing customers who are either taking new services or changing their existing products
  • Take between 40-60 enquiries a day meeting challenging KPI's and SLA's.

    Hours and Wage
    37.5 Hours Per Week. Rolling Rota - Monday to Sunday, working 5 days out of 7
    £13100 Per Year

    We're looking for someone who's good at:
  • Being thorough - investigating root causes to confidently meet the customer's needs and ensuring that you keep accurate records for them
  • Staying in touch with customers - keeping them up to date by phone, ticket or webchat and always keeping your promises
  • Using your Judgement - we do not provide you with scripts - sometimes you'll have to try something new to fix a particularly tough problem for a customer
  • Keeping calm - callers might be upset, frustrated or angry. You'll take it in your stride, showing empathy, listening and being clear about what you will do next for them
  • Being tenacious - you're the customer's champion, always work with the customer in mind

    The successful candidate will study a Level 2 Customer Service qualification . This will be aided by an Assessor who will carry out all assessments as work based learning, within the workplace.

    Progression Opportunities
    Progression onto a higher-level qualification

    "Due to the allocated shift pattern for this vacancy, unfortunately we are unable to accept applications from under 18's. This is due to the designated shift pattern for this position not fulfilling the Young Workers Time Directive, outlined here - https://www.gov.uk/rest-breaks-work/young-workers
    If you are under 18, we do have other roles with suitable shift patterns for young workers, please see our live vacancies at http://www.thesourceacademy.co.uk/job_search "


    To apply, please send your CV to Deborah.Williams@thesourceacademy.co.uk, stating PN36 in the subject line.

    The Source is an equal opportunities employer and positively encourages applications from eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

  • Vacancy Type: Customer Service
    Job Level: Apprentice/Trainee
    Town/City: Leeds
    Region: Leeds
    Hours: Full Time
    Salary: £13,100.00 Yearly
    Application deadline: 01 February 2018
    Start date: 12 February 2018

    Apply Now

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