Summary
The exciting role of a Customer Service Apprentice is to act as a critical liaison between the Supply Chain and Sales functions, ensuring seamless communication, coordination, and execution of operational tasks to deliver exceptional customer experiences.
Wage
£21,000 a year
Training course
Customer service practitioner (level 2)
Hours
Monday to Thursday, from 8:00am to 4:45pm. Friday, from 8:00am to 3:30pm.
40 hours a week
Possible start date
Monday 3 March
Duration
1 year 4 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
This dual-focused role is designed to drive efficiency and enhance collaboration across teams by addressing the needs of customers while aligning closely with internal supply chain processes, sales objectives and leveraging IT systems to ensure data accuracy and operational excellence.
Duties will include:
* Serve as the main point of contact between the Supply Chain team, the Sales team and the customer ensuring timely order processing and communication
* Utilise internal IT systems
* Input, track, and manage data within supply chain systems to ensure real-time updates and accurate reporting.
* Assist in resolving supply-related issues.
* Handle inquiries related to product availability, order status, delivery timelines, and related concerns with professionalism and urgency.
* Maintain high standards of customer satisfaction
* Partner with the Sales team to set accurate customer expectations.
* Actively identify areas for process enhancements across customer service, Supply Chain, and Sales interactions to improve efficiency and reduce touch points.
* Use IT systems to analyse performance metrics, streamline workflows, and track the effectiveness of implemented process improvements.
Company Benefits
* Competitive Salary
* Pension at 22 (autoenrollment)
* 28 Days Holiday + Bank Holidays + 2 x half days at Shutdown
* Health Assistance Programme
* Comprehensive Onboarding and Training Programme (Inhouse system)
* On-site parking
Where you’ll work
Pilkingtons Site
Rake Lane
Swinton
Manchester
M27 8LJ
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
DAMAR 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
* Level 2 Customer Service Practitioner apprenticeship standard
Requirements
Essential qualifications
GCSE or equivalent in:
* English & Maths (grade C/4 or above)
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
* Attention to detail
* Organisation skills
* Customer care skills
* Problem solving skills
* Administrative skills
* Logical
* Team working
Other requirements
Benefits Professional Development Competetive Salary Pension Scheme 28 Days Holiday plus Bank Holiday