Summary
We are looking for a Part Sales Executive Apprentice to professionally represent the TPS brand and be a brand champion. The role will include elements of both customer service and sales. You will be required to achieve targets, develop and maintain long term relationships with customers, and provide expertise, advice and support to customers.
Wage
£24,000 a year
Starting salary us £24,000 per annum, increasing to £28,000 per annum after successful completion of a three-month probation period. There are also opportunities to secure an additional bonus of £5-7k per year based on KPI targets.
Training course
Customer service practitioner (level 2)
Hours
The shifts are as follows: Week one Monday to Friday 8am-5pm Week two Monday to Friday 8.30am-5.30pm You will be required to work one in every three Saturdays covering an 8am-1.30pm shift.
40 hours a week
Possible start date
Monday 24 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
Selling:
* Achieve personal target KPI‘s and revenue objectives with target customer sets.
* Accurately identify parts to meet the customer sales requirements.
* Utilise all product promotions effectively to achieve specific targets set.
* Identify and exploit all upsell opportunities thereby growing overall sales figures.
* Maintain own knowledge levels on new or updated parts through the completion of appropriate training courses and reading information from bulletins, catalogues, parts updates, special offers, recalls etc.
* Ensure you are adequately trained and understand the Unique Selling Proposition of the TPS brand, the “Features and Benefits” of the TPS product range especially the genuine v non- genuine aspect, and how to overcome sales objections.
* Record and feedback lost sales opportunities to the Sales Manager.
Customers:
* Ensure you provide a high level of customer service at all times.
* Be aware and always aim to improve the Customer Satisfaction scoring for your Centre.
* Build strong relationships with your clients by making relevant and regular contact with them on the phone and via face to face visits.
* Provide a high level of service to customers - through understanding their requirements, responding to requests, progressing orders and providing expert advice.
* Where applicable, ensure that trade customers that visit the TPS Centre are dealt with efficiently and quickly.
* Identify and record customer delivery requirements and communicate to the rest of the TPS Centre team.
* Resolve any customer concerns or complaints professionally, seeking additional support where necessary.
* Maintain a professional and smart appearance at all times, and conduct business with the highest level of integrity and professionalism.
* Ensure that a regular review of all customer discounts are carried out and the appropriate discount is applied based on spend levels in accordance with the TPS Guidelines as outlined in the Operations Manual.
* Maintain accurate customer records and adhere to the Data Protection Act when handling this data.
* Provide timely communication to customer on their credit status.
* Ensure any customer complaints / disputes are handled professionally and swiftly.
Communication:
* Assist, liaise with and support the TPS Centre team to ensure good working relationships and delivery of excellent customer service.
* Work with the Sales Manager and others to achieve sales targets and provide a joined up approach to sales.
* Feedback customer comments to the Sales Manager to continually improve customer experience.
* Ensure that customers are aware of their credit situation and if credit escalations are require follow the TPS Guidelines in the Operations Manual.
* Make sure you are using the latest version of this job description which can be found on TPS Hub.
Systems and Processes:
* Handle incoming calls and customer enquiries within KPI’s, using the approved greeting.
* Ensure the proper and accurate use of all systems (e.g. use of EKTA/vin-lookup to search and order parts).
* Complete all required documentation accurately and promptly.
* Deal with all cash and credit card transactions in line with TPS Guidelines in the Operations Manual.
* Maintain a clean, tidy and efficient working environment.
* Ensure compliance with business standards and processes, financial, legal and ethical guidelines (including Warranty).
* Source additional parts from other Centres or outside the TPS network when necessary.
Where you’ll work
Unit 7, Lawnhurst Trading Estate
Bird Hall Lane
Cheadle
Stockport
SK3 0SD
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
THE TRAFFORD AND STOCKPORT COLLEGE GROUP
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
This training plan has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.
Requirements
Essential qualifications
GCSE in:
* English (grade 4)
* Maths (grade 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
* Organisation skills
* Hardworking
* Good timekeeping
* Ability to work under pressure