Employer description:
Alacer Software are leading suppliers of hospitality management software, based in the UK. Our unique single system platform provides a seamless, end-to end solution for even the most complex hospitality operation, linking all teams in real time without the need for disparate solutions and troublesome interfaces.
The Alacer Hospitality Suite is built around a single central database for all products, driving communication, revenue opportunities and clarity across the entire business, with solutions for:
- Hotels and groups
- Resorts
- Bars
- Restaurants
- Spa and Salon
- Clubs
- Gift Vouchers
Main responsibilities:
- Demonstrate excellent customer service and call handling skills to effectively manage customer expectations and provide clear communication at all times.
- Implement and deliver against SLA’s for Alacer helpdesk service response.
- Maintain a world class support process, driven by agreed SLA’s, company culture (with the customer at the heart of the process) and driven and supported by Alacer’s in house support system.
- Manage customer case escalations to other Alacer colleagues, keeping the customer informed on progress at every stage.
- Engage in the Alacer ‘continuous improvement’ process alongside wider company initiatives to ensure the support process evolves to meet the changing needs of the business and customer base.
- Implement agreed standards and protocols for correctly handling, recording, resolving and if necessary, routing and managing support cases logged by customers, ensuring that customer responses are sent to the highest standard and in a timely fashion.
- Join the Alacer out of hours ‘on-call’ support rota (when sufficient experience has been gained).
- Liaise with development, engineering and training teams for daily support ‘surgeries’ to escalate and seek assistance on outstanding support cases requiring their intervention.
- Ensure that all customer records and documentation are maintained and updated as necessary.
- Ensure any potential enquiries for additional software modules, training and hardware are properly recorded and passed to the sales, training and engineering teams for follow up.
- Take part in the internal software beta testing program to ensure familiarity with forthcoming releases and that any bugs found are properly recorded and fed back into the development process.
Desired skills and Personal qualities:
- A positive outlook, and a clear focus on service excellence within a good ‘people’ culture
- An enquiring disposition and drive for continuous learning, personal development and knowledge sharing
- A natural forward planner with excellent organisation skills and proven time management
- Mature, credible, reliable, tolerant and determined
- Approachable and able to build rapport and diffuse emotion / tension when dealing with important accounts and contacts at all levels of customer organisations
- Empathic communicator, able to see things from the other person's point of view and focus on the best end result for all concerned
- Logical, methodical problem solver
- Driven to help others and gains satisfaction from doing so
- Professional and business-like
- Able to get on with others, an effective team-player
- Confident enough to ask for assistance when required, but rigorous enough to consult available resources first
Entry requirements:
You need to have 5 GCSE’s:
- Maths and English (or equivalents) at grades D or above
- 3x GCSE’s grade A-C in any other subject
You must not already have a qualification in a similar subject at the same level, or higher level than this apprenticeship.
If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications.
Find out more here:
https://www.enic.org.uk/Qualifications/UKQRS/Default.aspx
Future prospects:
Possibility of full-time education.
Important Information:
QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.
To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.