Summary
Are you looking for a new challenge that you can earn while you learn? Do you want to be part of an incredible team working towards a common goal, providing excellent service to our customers? The role is to deliver high quality products and services to the customers of their organisation.
Wage
£15,000 a year
Training course
Customer service practitioner (level 2)
Hours
Monday - Friday, 9.00am - 5.00pm, shifts, may work evenings and weekends.
40 hours a week
Possible start date
Monday 31 March
Duration
1 year
Positions available
1
Work
As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.
What you’ll do at work
* Provide potential and existing customers with the highest level of customer service and support the wider sales team in generating and chasing leads
* Focus on effective customer account management, aiming to increase the company’s customer base and develop long-term collaborative relationships within the building trade
* Maintain up-to-date product and industry knowledge
* Use creative marketing materials to promote Howdens products, depot events and sales periods to new and existing customers
* Keep in touch with both leading bank depots regularly via the telephone and using our customer engagement messaging tool
* Develop long-term collaborative relationships with customers
* Proactively gain new accounts, repeat business, and generate qualified leads for the team through outgoing sales calls
* Process sales for customers using the in-store payment systems, quoting correct pricing, delivery date and stock requirements
Where you’ll work
Units 4, & 5, Countrywide Trading Estate
Sherriff Street
Worcester
WR4 9AB
Training
An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.
College or training organisation
STAFF SELECT LTD
Your training course
Customer service practitioner (level 2)
Equal to GCSE
Course contents
* Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
* Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
* Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
* Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
* Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
* Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
* Demonstrate patience and calmness.
* Show you understand the customer’s point of view.
* Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
* Maintain informative communication during service recovery.
Your training plan
* Customer Service Practitioner Level 2 Apprenticeship Standard qualification
* Training provided by an in-house Learning & Development Team
Support from an external training provider
* 15-month programme including a minimum 12 month learning period plus end point assessment
* Apprentices will be required to have or achieve level 1 English and maths and to have taken level 2 English and maths tests prior to completion of their apprenticeship
Requirements
Desirable qualifications
GCSE or equivalent in:
* English (grade C/4)
* Maths (grade C/4)
Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.
Skills
* Communication skills
* IT skills
* Attention to detail
* Organisation skills
* Customer care skills
* Problem solving skills
* Administrative skills
* Number skills
* Team working
* Creative
* Patience