Summary
To provide a service that books, as applicable, vehicles in and out for repair work in a manner that minimises customer waiting time and delivers high levels of customer satisfaction. Issuing courtesy cars and dealing with associated paperwork.
Annual wage
£13,312 a year
Training course
Customer service practitioner (level 2)
Hours
Monday - Friday, 09:00 - 17:00. Weekend work may be included.
40 hours a week
Possible start date
Tuesday 1 April
Duration
1 year 6 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
* Book customer cars in for repair/attention either by telephone or by way of personal visits. As a result of this, prepare job cards and files as necessary
* Maintain a filing system for job cards, invoices and associated paperwork and provide vehicle progress reports when requested by the customer
* On completion of the job, collect payment from the customer paying particular attention to banking/ security arrangements and the payment of excesses on certain insurance policies
* Handling all relevant administration
Where you’ll work
264 Whitehall Road
Leeds
LS12 4TG
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
SKILLNET 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
* You will achieve a Customer Service level 2 qualification
* The apprentice will do their training in house with the skills coach This will take place once every 28 days
* There is no college involved, so no block release is required
Requirements
Essential qualifications
GCSE or equivalent in:
* English and 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
* None of the above