Summary
This is an office/call centre-based role, gaining experience across all aspects of a customer service, whilst studying for a Level 2 Customer Service qualification. The successful applicant will have the opportunity to progress onto employment within customer service, upon completion.
Wage
£15,704 to £25,396.80 a year
Wage negotiable depending on experience. Likely to be above Apprentice wage.
Training course
Customer service practitioner (level 2)
Hours
Work Week: 40-hours Monday to Friday 08:30 - 17:00 45-minutes lunch
40 hours a week
Possible start date
Monday 7 April
Duration
1 year
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
Main duties include:
* making and receiving calls with customers and following up to maintain good customer relationships
* Learning about new products and passing on information to customers
* Processing orders
* Using computer systems to update records of sales and customers
* Dealing with complaints and warranty claims
* Offering technical support about all products
Where you’ll work
3 Old Winery Business Park
Cawston
Norwich
NR10 4FE
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
College or training organisation
HEART OF ENGLAND TRAINING 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
The apprenticeship will be delivered on-site at your work placement offices. 80% of your time will be normal working within the business learning all aspects of the role from administrative support to retail space design on bespoke software packages. 20% will constitute off-the-job learning and will consist of a combination of virtual sessions, self-working and on-site visits by your tutor.
There will be no requirement to travel to college. The Apprentice will work towards a Customer Service level 2 qualification and receive training on various business-specific software packages such as AutoCAD, Matterport and Storeview.
More training information
This will be a flexi job apprenticeship, delivered on site. 80% of your time will be working and 20% learning. You will meet with a tutor online and have to gather evidence of you learning in and online portfolio. There will be assignments and projects set by the tutor.
This will be followed by and end point assessment.
Requirements
Essential qualifications
GCSE in:
* Maths and English (grade D/3)
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
* Attention to detail
* Organisation skills
* Customer care skills
* Problem solving skills
* Positive can-do attitude
* Confidant on the telephone
* Technical know how
Other requirements
It will be necessary to maintain a professional manner at all times and be able to handle Customers issues with empathy and without frustration and have enough self esteem not to take things personally.