Summary
This is a great opportunity for a Customer Service Apprentice to work alongside the pharmacist. You will be assisting with dispensing medicines and dealing with customers on a daily basis. The pharmacist will also support you with in-house training and progress onto other courses with your progression.
Wage
£12,987 a year
Training course
Customer service specialist (level 3)
Hours
Monday - Friday; 9.00am - 6.30pm. Saturday; 9.00am - 12.30pm (Breaks to be confirmed).
37 hours a week
Possible start date
Monday 17 March
Duration
1 year 3 months
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
This is an exciting opportunity within a busy local chemist for an Apprentice Retail/Customer Service Assistant.
The duties will include:
* General retail duties
* Serving customers
* Answering incoming calls
* Assisting with dispensary
* Assembling prescriptions
* Keeping stock up to date
* General cleaning duties
The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your role within the organisation and the overall business.
Where you’ll work
Hughes Chemist
Madeley Road
Havercroft
Wakefield
WF4 2JD
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
C.M.S. VOCATIONAL TRAINING LIMITED
Your training course
Customer service specialist (level 3)
Equal to A level
Course contents
* Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
* Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
* Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
* Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
* Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
* Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
* Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
* Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
* Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
* Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
* Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
* Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
* Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
* Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
* Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
* Service Improvement: Make recommendations based on your findings to enable improvement
* Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
Your training plan
Level 3 Customer Service Specialist Apprenticeship Standard, which includes:
* Level 2 Functional Skills in maths and English (if required)
* Full, on-the-job training will be provided by the employer, with 20% off-the-job training as a requirement
* End-Point Assessment (EPA)
Requirements
Essential qualifications
GCSE or equivalent in:
* English (grade C/4)
* Maths (grade C/4)
Desirable qualifications
GCSE or equivalent in:
* IT (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
* Logical
* Team working
* Initiative
* Non judgemental
* Patience
* Good attendance record
Other requirements
This apprenticeship wage is above the NMW for apprentices and will be monitored on a regular basis where the apprentice is progressing within the role. The apprentice will be expected to work alternate Saturday mornings, but will have a morning off during the week to compensate for this.