Job Description
About the role
Based in Lambeth, London, this role is in our print & content Client Services team and assists our Account Management function. You will be working on two major London customer accounts, spending part of each week on-site at both the London Borough of Southwark and London Borough of Lambeth. The role will support each client’s communication teams and you’ll be providing high-quality customer service, dealing with customer requests, orders, complaints, and queries.
Alongside day-to-day duties, you’ll also undertake a L3 Customer Service Specialist Apprenticeship, meaning you gain a recognised qualification whilst working in a permanent, full-time role.
Your day-to-day…
- You will be supported in receiving client briefs, questioning clients, listening, and summarising their needs to fully comprehend the task at hand.
- You will learn to proactively gather customer/client feedback, managing client satisfaction and issues to full and effective resolution.
- You will analyse customer feedback, and evaluate the meaning, implication, and facts.
- You will keep contact with clients and suppliers via phone, email, video calls and face to face on a regular basis and help our account teams in building strong relationships.
- You will develop knowledge of new and relevant legislation, regulations, and industry best practice.
- Be able to make recommendations based on your findings to enable improvement.
- You will develop a cost-conscious mindset when meeting customer and business needs (budgeting/finance).
PLEASE NOTE: You must be currently living in London Borough of Lambeth to be eligible for this role.
About the apprenticeship
The L3 Customer Service Specialist apprenticeship is designed as a minimum 15-18 month programme and gives people the opportunity to gain the experience, knowledge and behavioural know-hows required to work in a Customer Service/Client Service Specialist role.
This is a recognised qualification where, upon completion, you will gain the equivalent to two A-level passes.
You will conduct this apprenticeship within work hours and would be allotted specific study time for lectures/seminars/assignments.
About CDS
CDS is an agency that enables strategic change in organisations. We help clients create, develop and deliver better services to meet the evolving needs of customers, employees and citizens.
Our experts specialise in technical enablement, operational transformation, experience transformation and business process outsourcing. We improve outcomes by resolving complex insight, digital, data, technology and print challenges.
Consequently, many of the largest, most complex organisations trust CDS to provide solutions that improve health, wealth and safety in the UK. For example:
- Digitally transforming the ability to report crime online for UK police forces.
- Building a new digital platform for the regulator Social Work England.
- Providing behavioural analysis and insight to drive EE's evolving digital and customer service offering and delivering marketing and operational print management services to the Ministry of Defence
Our clients include National Rail Enquiries, the Cabinet Office, Bank of England, Open University and Insight Investments. We also work with global brands, including Coca Cola, McDonald’s and Microsoft.
Together with our parent company, Bailie Group, CDS is positioned as a leader in enabling change. We are a multi-award-winning agency recognised by the industries we serve and our peers for our innovations and contributions that truly make a positive difference.
Responsibilities
We are looking for someone who will…
- Assist our Digital, Print, Technology and Content operations teams.
- Be the first point of call for customer orders and issues.
- Provide high levels of service internally to the account management group, our creative service team and externally to customers and suppliers.
Requirements
- Currently living in London Borough of Lambeth.
- A minimum of Maths & English GCSE (Level 4, C, or above) or equivalent qualifications.
- Good awareness of MS Office or equivalent packages.
- Excellent team player with initiative to be self-reliant.
- Be adaptable, flexible, and able to tailor your guidance based on the customer.
- Experienced verbal and written communicator.
- Proactive and creative when identifying solutions.
- Work effectively and collaboratively with colleagues at all levels (director to junior) to achieve results.
It would also be beneficial, but not essential to have…
- Customer service experience.
- Be able to work from home at/in an office-style set up.
In return
- Attractive base salary
- 25 days holiday + public holidays
- Company pension and life assurance scheme (if eligible)
- Learn from industry experts
- Medicash health plan – online GP access, support services & discounted gym membership
- Flexible working hours
- Hybrid working structure
- Cycle to work scheme
- Season pass loan for rail & bus travel
- A business focused on professional development and personal growth opportunities
- Smart, engaged co-workers and a culture of inclusion, innovation, and opportunity
Hybrid & Homeworking
To ensure the health, safety & wellbeing of our employees we have minimum standards for homeworking environments which must be maintained. Further details available on request.
Our inclusive culture
CDS positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. We foster an inclusive culture that enables everyone to achieve their full potential and enjoy a fulfilling career with us.
PLEASE NOTE: We would require the successful candidate to undergo at least two weeks of training at our Leeds-based office when first joining CDS. Once training has finished, you would then return to your Hybrid working pattern. The cost for accommodation, travel and associated expenses would be covered by CDS.