Description:

This role includes:

Assisting as 1st Line Support including directing phone calls to relevant departments

Receiving and responding to incoming support calls via phone and e-mail

Assisting clients with system and content issues on the Handsam online management systems for schools and responding or escalating as necessary using online CRM system

Opening and closing cases via our online CRM

Reporting any problems or issues to Team Manager

User training via telephone

User training using remote access software Zoom, Teamviewer or SolarWinds Enable

Adding new contacts in CRM and maintaining accurate client records

Service calls to existing clients in order to identify problems or issues and solving them

Service calls to existing clients following on from Company mailshots

Service calls post training to ensure users are taking the system on board and that any upsell opportunities are identified and followed up

Maintaining relationships with clients

Liaising with the Team Manager on a regular basis to identify any problem areas or escalations within the client

Requirements:

GCSE English B/5

GCSE Maths C/4

This opportunity is funded through DWP so applicants, therefore, must be in receipt of Universal Credit.

Skills required:

Outgoing

Good phone manner

Team player ethic

Self-motivated

Positive and energetic

Hard-working

Training to be provided:

All kickstarts have training included as part of the programme. This will be employability skills programmes and training for the role.

Personal Qualities:

Enthusiastic and committed 

Keen to learn and develop skills, and willingness to embrace change 

Ability to think independently and work within a team 

Punctual and Reliable

Things to consider:
You need to be 18-25 years old and on Universal Credit.
Future prospects:
The successful applicant will receive full training and have ongoing support. That will initially be in the office (socially distanced) but as soon as we feel confident that the person is up to speed they will work from home as per the current government directive. All equipment will be provided. The person will have access to a direct line manager via phone and email once they are working remotely. We will put the Kickstart employee on a Digital Skills for Business course as this training is pertinent to the roles we are delivering - cost £1,000 - as we are seeking to support the Kickstart scheme provision to move the successful candidates onto an apprenticeship with said provider at the end of the scheme. We will also provide 30 hours of training over the six months in all the software packages we use at Handsam Ltd, including communications systems, customer relationships software, our own in house software applications, customer services skills and negotiation and problem solving skills. These courses will ensure that by the end of the process these young people will have learned a range of skills all employers are looking for and will be able to demonstrate this on their CV, plus enable them to apply for the apprenticeship continuity position at Handsam Ltd. However, we will also provide detailed support ourselves on the software packages we use, use of telephone and email and all supported by direct access to a line manager within the organisation. As we are small this is very easy to deliver. A measurement of the success of the scheme will be the acceptance onto an apprenticeship of the person at the end of the Kickstart scheme. We will have formal review points every month with the person, which will allow for two-way feedback.
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