Summary
Northern Skills are recruiting on behalf of Nitelight CIC who are looking for a hardworking, motivated and enthusiastic candidate to join their team. During the course of this apprenticeship, you will be learning the role of a customer service practitioner while also gaining a qualification.
Annual wage
£9,984 a year
Training course
Customer service practitioner (level 2)
Hours
Monday, Wednesday and Friday, 9.30 to 2.30pm. Tuesday and Thursday, 9.30am to 5.00pm.
30 hours a week
Possible start date
Monday 10 February
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
* Handling incoming phone calls and addressing enquiries
* Assisting customers in-person, processing orders and payments, and resolving queries
* Managing order processing and fulfilment
* Supporting online sales by uploading and pricing products, packaging and dispatching orders, updating tracking information, and responding to customer queries via email
* Maintaining and updating digital records
* Printing, photocopying, and organising documents
* Taking meeting minutes and notes
* Resolving minor issues as they arise
* Performing various administrative tasks
* Escalating complex issues to senior staff when necessary
* Responding to customer enquiries through phone, email, and web chat
* Providing product and service recommendations
* Processing customer orders and handling payments
* Updating customer information in database systems
* Managing postal responsibilities
* Communicating with trading partners and suppliers
Where you’ll work
Unit 3 & 4
North Road
South Bank
Middlesbrough
TS6 6AA
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
MIDDLESBROUGH 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
* Day release at Middlesbrough College
Requirements
Essential qualifications
GCSE in:
* Maths and English (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
* Customer care skills
* Problem solving skills
* Presentation skills
* Administrative skills
* Team working
* Patience