Summary
In this role you will be responsible for answering product and service questions via telephone and email. You will also be required to manage customer complaints by providing appropriate solutions.
Wage
£16,614 a year
Training course
Customer service practitioner (level 2)
Hours
Monday - Thursday, 08:30 - 17.00, Friday, 08:30 - 12:00
35 hours 30 minutes a week
Start date
Monday 5 May 2025
Duration
1 year 3 months
Positions available
1
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you’ll do at work
In your day to day role you will be required to:
* Work in a busy customer service department
* Answer any product and service questions. This could be over the telephone and email
* Managing customer complaints by providing appropriate solutions
Where you’ll work
NAPIER ROAD
CASTLEHAM INDUSTRIAL EST
ST LEONARDS ON SEA
EAST SUSSEX
TN38 9NY
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
College or training organisation
EAST SUSSEX COLLEGE GROUP
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:
* East Sussex College will provide the apprenticeship standard which will include Knowledge, Skills, Behaviour, Functional Skills (if needed)
* As this is a work-based apprenticeship, your assessor will come to visit you in your workplace every 8-10 weeks to carry out observations, progress reviews and provide one to one support
* You may be required to come into college for apprenticeship workshops and possible functional skills lessons, this will be discussed with your assessor and employer
* East Sussex College will ensure Health & Safety, and Equality & Diversity
Requirements
Desirable qualifications
GCSE 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
* Attention to detail
* Customer care skills
* Problem solving skills
* Patience
* Build rapport swiftly
* Listening
* Time management