Customer Fulfilment Apprentice - Leatherhead

The Customer Fulfilment Specialists’ primary role is to deliver the administrative activity that supports our customer journey responsibilities. These activities support the integrity of ESPUG’s asset adoption process and helps fulfils the needs of our customers (B2B) who build the networks we adopt. In this role you will need to communicate effectively and build quality relationships with our customers, service providers and consumers (end users connected to our networks).

● Offering Vital Administrative Support including responding to customer queries, populating industry standard templates, maintaining trackers, validating documentation in line with industry standards.
● Building Strong Relationships through effective communication with ESP’s customers and internal stakeholders across all correspondence via email, telephone and meetings (virtual or otherwise). Striving towards ESP’s strategic goals and the ability to go the extra mile to ensure a customer’s needs are met and exceeded.
● Contributing Performance Data in daily team meetings to aid the measure of KPIs against the SLAs that are in place and offer feedback on what needs to be done to maintain or improve performance as needed.

● Demonstrating Ownership of Core Processes that are relevant to your role; promptly communicate any training needs, identify areas for improvement and support the maintenance of process documentation (standard operating procedures etc).
● Accountability for Personal Development by collaborating with manager to ensure relevant objectives are in place, and that effort is made to ensure these are achieved in addition to attending all relevant training required to fulfil responsibilities.
● Maintaining a Strong Team Brand Image across all internal and external communications, including behaviour and conduct in the office, striving to demonstrate ESP’s key values and support a positive reputation individually and as a team.

At ESP Utilities Group Limited, you will be working towards the Customer Service Practitioner Level 2 apprenticeship over the duration of 15 months, alongside your daily roles and responsibilities.

Desired Skills

- Excellent communication skills across a variety of channels - Working knowledge of Microsoft Office - Numeracy and grammatical skills - Accuracy and attention to detail - Strong organisation skills

Personal qualities

● Be Excellent: We hold ourselves and others to account; we simplify the complex and deliver quality
● Be Transparent: We are open and honest; we admit and learn from our mistakes;
we are approachable and accessible
● Be Ambitious: We are committed to developing our people; we push the
boundaries to grow our business; we are willing to learn and adapt
● Be Respectful: We treat others with respect and professionalism; we are
considerate of everyone’s workloads and priorities
● Be Collaborative: We share knowledge, are open to new ideas and welcome
input from all

Qualifications required

Maths and English GCSE (or equivalent) at a grade C/4 or above.

Future prospects

On going training and development.

Training to be delivered

Customer Service Practitioner Apprenticeship L2 including Functional Skills in Maths and English

Employer

ESP Utilities Group LTD - Bluebird House

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Address

E S P Utilities Group Ltd

Surrey

Leatherhead

KT22 7BA

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