About Flotek:
Flotek Group is a fast-growing Tech Company providing IT and Comms technology to a range of businesses. With regional sales and support locations across the UK our ambitious growth is focused on our crucial values and fundamental rules, with every product and service delivered with expertise, passion and heart.
Flotek are a 5-star rated company. They value their staff and offer a fantastic working environment and culture.
About the Role:
We are looking for an enthusiastic customer service-focused individual with contact centre background. Preferably with some experience within the IT/Telecoms sector or a Helpdesk role.
You will be responsible for taking inbound calls from customers who require technical assistance and immediately triaging their calls. You will gather details and ensure the technicians available have good details from which to resolve the customer's query.
Job Responsibilities:
- Answering the phone to inbound calls from customers quickly in polite, friendly, and professional manner.
- Demonstrate accountability and empathy, and understand the customers query to assess impact and urgency.
- Asking relevant questions to help determine the customer's needs.
- Log clear and detailed tickets to ensure technicians can get to work straight away on customer queries.
- Attempt basic troubleshooting where appropriate, while managing call queues and ticket volumes.
- Setting expectations for the customer as to when their query will be reviewed and resolved.
- Ensuring the customer is kept updated where issues require ongoing attention.
- Escalating matters of an urgent nature to the relevant IT and Telecoms specialists.
- Communicate clearly and effectively with customers, colleagues, and management to ensure customer satisfaction.
- Identify opportunities to improve customer service processes with the objective to deliver World Class Service.
Renumeration and Benefits:
- Apprentice Salary of £6.40 - £7.55
- Staff Share Equity Scheme
- New customer referral incentive
- Onsite Parking
- 21 Days Holiday increasing to 25 with 4 years of service (+ bank holidays)
Desirable Personal Qualities of apprentice Skills and/or personal qualities required.
- Have strong verbal and written communication.
- Customer service experience is essential, ideally from a contact centre background with an interest in IT and Telecoms.
Comfortable using CRMs to log customer queries in a detailed manner.
- The ability to work quickly, calmly and accurately under pressure.
- Keep high standards of customer service at all times while responding to high call volumes.
Qualifications required.
GCSE (or equivalent) in English at Grade A*-C / Level 2
GCSE (or equivalent) in an IT subject: Desirable
Training provided.
On the job training to be provided by employer
Off the job training to be provided by ITeC Digital Training Ltd
Learning Provider Course
Apprenticeship Level 3 – Digital Infrastructure Engineer L3
Welsh Language Requirements
Welsh speaking skills Not essential
Welsh Writing skills Not essential
Interview Arrangements
If successful, you will initially be invited to assessment at ITeC Digital Training (via Teams to confirm eligibility – please have available proof of ID and any relevant certificates. You will be sent an application via ITeC Digital Training Smart Assessor Digital Platform and it is a mandatory requirement to attend our Apprenticeship Awareness Session
Please do not apply for the position if you have a Degree within IT or a similar discipline as you will not be eligible for the apprenticeship position.
Internal training on all of the above provided on an on-going basis.
Job Type: Apprenticeship
Pay: Up to £7.55 per hour
Schedule:
Work Location: In person
Application deadline: 07/02/2025
