Customer Service Analyst Apprenticeship Level 3

4 days left

UK Hydrographic Office
25324.00 GBP Annual
25 Oct 2019
22 Nov 2019
Role Type
Start Date

Looking for a 1st line support analyst role that offers excellent career development opportunities? Interested in working for a world leading organisation? If so, this varied role not only offers you the opportunity to assist customers with market leading marine geospatial data products in a sector which is rapidly evolving, but to also to develop your professional qualifications and career opportunities through a Level 3 Apprenticeship programme.

About UKHO

The UK Hydrographic Office is a leading centre for hydrography, providing marine geospatial data to inform maritime decisions. We work with a wide range of data suppliers and partners to support maritime navigation, safety, security and marine development around the UK and worldwide.

The role sits within our Channel and Customer Services team within our Customer Division. The division represents the external facing activities of the organisation and are responsible for determining and producing products and services, developing external marketing communications, building key strategic relationships and supporting our partners, delivering an industry best customer service.

The role

The ever-increasing use of digital data and services means that more complex and technical enquiries are being received. As a Customer Service Analyst, you will provide a high quality support service to distributors, mariners and maritime organisations across the world. Specifically, this will entail liaising with customers as necessary to ascertain and validate any gaps/questions over a request and providing accurate support, ensuring cases are closed within our average case closure rates. In more complex cases you will determine whether they can be resolved by the Customer Service team or whether it is necessary to seek assistance from other areas of the UKHO or external contacts (OEMs, Suppliers or Distributors). In some cases, this may involve verifying and sifting information (some of it conflicting) from numerous sources whilst dealing with demanding customer needs.

Your profile

In order to resolve queries quickly and efficiently you will need good investigation skills combined with good communication and interpersonal skills. The ability to undertake a large variety of tasks with differing service level demands is essential as is the ability to acquire new skills and information, i.e. developing an understanding of UKHO's digital products and services. Previous experience in a customer service role with direct customer contact is desirable and experience of using SAP and a CRM system will be advantageous.

In return

We will actively empower you to develop yourself and you will also benefit from a brand new award winning office, with use of our on site gym, free parking and subsidised canteen.

For a full job description, including the assessment criteria, please click the apply button to be taken to our website.

Closing date: 23:55 on 6 November 2019.

UKHO embraces diversity and promotes inclusion and equality of opportunity. We are a Disability Confident employer, which includes offering a guaranteed interview to candidates with disabilities, providing they meet the minimum selection criteria.

By 'minimum selection criteria' we mean that the evidence you provide in your application must demonstrate that you meet the minimum pass mark, set by the short-list panel, for each criteria listed in the 'short-list' section, above. The short-list panel will not be made aware of any disability you may choose to declare; this information will be processed solely by HR, in accordance with Data Protection legislation.

If you are a disabled candidate, please ensure you complete the Equality and Diversity form or inform our HR department if you wish to be considered under the Disability Confident guaranteed interview scheme.

Selection for appointment to the Civil Service is on merit, on the basis of fair and open competition, as outlined in the Civil Service Commission's Recruitment Principles.

Salary: GBP25,324 plus excellent benefits and shift allowance