Summary
Quickline Couriers provides a same day and dedicated transportation service for goods ranging from small vans to larger haulage vehicles. The premium service requires time critical responses and attention to detail. The company in its previous 7 years has grown into a well-known and relied organisation.
Wage
£14,526.20 a year
Training course
Customer service practitioner (level 2)
Hours
Normal working hours (07:00 - 18:00).
37 hours a week
Possible start date
Sunday 20 April
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
* Liaise with the Transport Department to ensure new bookings are promptly covered.
* Ensure collection, delivery, and customer contact numbers are present for all consignments, including customer contacts for jobs going out of normal working hours (07:00 - 18:00).
* Liaise with customers and suppliers regarding any loading or unloading issues to avoid unnecessary delays and additional charges.
* Always backup any verbal conversations with customers via email including additional charges.
Where you’ll work
BUSINESS FIRST BLOCK A
25 GOODLASS ROAD
LIVERPOOL
L24 9HJ
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
ACCESS FURTHER EDUCATION LIMITED
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
* Contact your assigned customer accounts to develop strong relationships and encourage greater spending. Reporting all contact in the notes section of the customer.
* Work closely with the sales team to re-establish relationships with any non-traders and upsell any current accounts.
* Participate in bi-weekly 1-1’s completed by line manager.
* Report to management and the rest of the team on your assigned customer accounts activity.
Requirements
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
* Customer care skills
* Problem solving skills
* Administrative skills
* Analytical skills
* Logical
* Team working