Summary
The role is incredibly varied with the primary role being Customer Care from our Kenilworth office. As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.
Annual wage
£12,480 a year
Fixed wage £12,480 rising to £14,722.50 in April 2025
Training course
Customer service practitioner (level 2)
Hours
Monday - Friday, 9.00am - 5.00pm (30 minutes unpaid lunch break).
37 hours 30 minutes a week
Possible start date
Monday 3 February
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
* Arranging home visits or telephone calls to understand the care needs of prospective clients
* Communicating with clients and care staff, including helping plan rotas
* Monitoring the care and support delivered by members of the Care Team
* Regularly reviewing and updating care plans to reflect the changing needs of clients
* Regular interactions with clients over the phone to see how the service is that Silverberry Care is providing.
* Answering queries via email & phone calls
* Data entry & office administrative duties
* To complete all associated administration in an accurate and timely manner
* To provide outstanding customer care always, both internally and externally
* General enquiries
* Resolving issues
* Complaint management and resolution
Where you’ll work
3 Park Road
Kenilworth
CV8 2GF
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
WARWICKSHIRE COLLEGE
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
You will develop the Knowledge, Skills and Behaviours to meet the standards of achievement for the Customer Service.
Practitioner apprenticeship. You will gather evidence for your portfolio, supported by your mentor and coach, tutors, and employer. At the end of your on programme training and coaching - you will be assessed by an independent End Point Assessor (EPA). You will also attend online Masterclasses every other week.
Qualification achieved: Level 2 Customer Service Practitioner.
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
* Attention to detail
Other requirements
Please complete the application form in full, this includes an accurate and detailed list of your qualifications. If you do not live near the employer address, please detail how you plan to travel/commute to the role, considering available transport and journey times.