Summary
The Hartree Centre focuses on high-performance computing, data analytics and artificial intelligence technologies. The Apprentice will work at Hartree Centre Customer Services, which is the primary contact point for potential and existing customers and is the gateway to the full range of Hartree Centre services.
Annual wage
£18,900 a year
Incremental salary, increases each year of the apprenticeship
Training course
Customer service specialist (level 3)
Hours
Monday to Friday 9am to 5pm
37 hours a week
Possible start date
Monday 1 September
Duration
2 years
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
* Act as the public face of the Hartree Centre customer service group. Route queries to the appropriate staff and ensure they are resolved within SLA targets
* Deliver professional, customer-focused, first-line support to users of Hartree Centre services
* Assist in the continued development of ServiceNow, the Hartree Centre’s IT and Customer Service Management application
* Ensuring excellent customer service and quality delivery
* Working collaboratively, prioritising tasks according to importance and urgency
* Listen, interpret, understand and respond to clients’ and all stakeholders’ needs
* Maintain and develop user documentation
* Assist in the process of continuous improvement to constantly improve the user support service
Where you’ll work
Daresbury Laboratory
Keckwick Lane
Daresbury
Warrington
WA4 4AD
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
BMS PROGRESS LLP
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
You will have the opportunity to work with a wide range of Hartree Centre technological and business platforms and learning systems. You will receive mentoring as well as access to internal and external training courses to develop personally and professionally.
Alongside this, you will undertake professional development and training through monthly interactive tutor-led workshops supplemented with online learning tools and self-study materials completing Level 3 Customer Service Specialist Apprenticeship with BMS Progress.
The programme is 17 months long: 13 months of practical training followed by 4 months for end-point assessment. Topics covered by the programme include:
* Personal & Professional Development
* Business Knowledge & Understanding
* Knowing Your Customers
* Customer Service Performance & Excellence
* Service Improvement
At the end of your apprenticeship, you will undertake an End Point Assessment which includes a practical observation with Q&A, work-based Project and professional discussion supported by a portfolio of evidence generated throughout your apprenticeship.
Upon successful completion, you will achieve a Level 3 Customer Service Specialist Apprenticeship standard.
More training information
With training and support from experts in their fields, you’ll be enthusiastic about developing your knowledge, skills and behaviours, working towards completing your apprenticeship, gaining appropriate qualifications whilst making a real difference in your role.
If working with innovative technologies on world-leading research isn’t enough, you will develop both professionally and as a critical member of the team in an environment you won’t find anywhere else.
Our dedicated Apprenticeship Team will support you every step of the way, helping you make the most of your opportunities and to achieve the goals you already have – and those you have yet to discover!
We provide an opportunity to really pursue your interests and passion. You’ll have access to additional core skills development, access to a community of apprentices across the site, annual Apprentice awards evenings, a number of active sport and social groups across campus, and potential opportunities for overseas placements.
Requirements
Essential qualifications
GCSE in:
* English (grade Grade C/4)
* Maths (grade 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
* Customer care skills
* Problem solving skills
* Initiative
* Proactiveness
* Wiliness to learn