Summary
An exciting customer service apprenticeship - You will be the first point of contact for customer queries regarding products, orders, and deliveries. You will also be responsible for handling the company’s administrative tasks by ensuring smooth, effective operations.
Wage
£15,000 a year
We operate a bonus scheme for all employees.
Training course
Customer service practitioner (level 2)
Hours
Monday - Friday, 8.30am - 5.00pm
37 hours 30 minutes a week
Possible start date
Monday 24 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
First point of call:
* Answering the incoming calls and fielding them to the relevant dept
* Process incoming purchase orders
* Process proforma invoices
* Process payments
* Process returns
* Process credits
* Arrange collections from customers
* Update and distribute customer price lists
* Provide telephone support for customer queries
* Taking messages
* Process and respond to email enquiries
* Chase future planned purchase orders for delivery
* Update Account forms
* Liaise with the Sales Manager on a continuous basis
Explore new business opportunities by:
* Cold calling
* Chasing quotes
* LinkedIn
* Customer referrals
Contribute to winning bids and tenders by:
* Gathering integral data
* Key contacts
* Project timeframes
* Order likelihood
* Project objectives
* Offer advice and educate customers about products and services and how to make a purchase
Where you’ll work
42 TOWERFIELD ROAD
SHOEBURYNESS
SOUTHEND ON SEA
SS3 9QT
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
SEETEC BUSINESS TECHNOLOGY CENTRE 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
Customer Service Practitioner Level 2 Apprenticeship Standard:
* On the job training delivered by the employer
* Apprentices without Level 2 English and maths will need to achieve this level prior to taking the end point assessment. For those with an education, health and care plan or a legacy statement, the apprenticeships English and mathematics minimum requirement is Entry Level 3
* Allocation of an apprenticeship delivery coach who will carry out regular training
* Assessment and support visits to ensure you acquire new learning, knowledge skills and behaviours in order to progress and develop
* Identify, track and support 6 hours off the job training activities
* Quarterly formal progress review meetings, identifying learning achievements and next steps
Requirements
Essential qualifications
GCSE in:
* Maths & English (grade A*-C/9-4)
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
* Organisation skills
* Administrative skills
* Logical
* Initiative