Summary
This is a fantastic opportunity to be part of a growing team at Mantech .Company are looking for to candidates one to work withing their sales team and anther to work within their tech assistance department .
Annual wage
£13,312 a year
Training course
Customer service practitioner (level 2)
Hours
Monday to Friday, 07:30 to 16:00.
40 hours a week
Possible start date
Monday 3 February
Duration
1 year 6 months
Positions available
2
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
* Understand the difference between internal and external customers.
* Understand the different needs and priorities of your customers and the best way to manage their expectations, recognising and knowing how to adapt style to be highly effective.
* Know the purpose of the business and what ‘brand promise' means.
* Know the internal policies and procedures, including any complaints processes and digital media policies that are relevant to you and your organisation.
* Know the appropriate legislation and regulatory requirements that affect your business.
* Know how to use systems, equipment and technology to meet the needs of your customers.
* Understand your role and responsibility within your organisation and the impact of your actions on others.
* Understand how establishing the facts enable you to create a customer focused experience and appropriate response.
* Understand how to build trust with a customer and why this is important.
* Understand the products or services that are available from your organisation and keep up-to-date.
Where you’ll work
Heywood Wharf
Mucklow Hill
Halesowen
B62 8DJ
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
SANDWELL 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
* This course is delivered in work ,you will have one day a week to complete your course work.
Requirements
Essential qualifications
GCSE in:
* English (grade 4/C)
* Maths (grade 4/C)
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
* Administrative skills
* Creative
* Initiative