Summary
Mortgage Advice Bureau in Hull is recruiting a Sales Administrator Apprentice! Are you looking to begin your career in customer service and administration while developing invaluable skills in a supportive, professional environment? Mortgage Advice Bureau is searching for an enthusiastic Sales Administrator Apprentice to join their fantastic team.
Wage
£12,480 a year
Training course
Customer service specialist (level 3)
Hours
Monday - Friday, 9.00am - 5.00pm
37 hours 30 minutes a week
Possible start date
Tuesday 18 February
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
* Updating their CRM system with client data and sharing information with the sales team
* Answering phone calls and handling client inquiries with professionalism and care
* Managing emails from clients and ensuring correspondence is dealt with promptly
* Working with a diverse portfolio of customers, estate agents, and mortgage brokers
* Analysing data and producing reports to aid decision-making
* Resolving customer issues/complaints effectively, if they arise
* Coordinating team meetings and distributing meeting notes across the business
* Making outbound calls to customers and clients as needed
Where you’ll work
8 Kingston Road
Willerby
HU10 6BN
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
HULL BUSINESS TRAINING CENTRE LIMITED
Your training course
Customer service specialist (level 3)
Equal to A level
Course contents
* Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
* Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
* Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
* Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
* Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
* Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
* Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
* Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
* Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
* Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
* Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
* Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
* Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
* Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
* Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
* Service Improvement: Make recommendations based on your findings to enable improvement
* Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
Your training plan
Level 3 Advanced Apprenticeship in Customer Service Specialist consisting of:
* Level 3 Standard in Customer Service Specialist
* Level 2 Functional Skills in mathematics (if applicable)
* Level 2 Functional Skills in English (if applicable)
You will be required to attend a half-day session with HBTC where you will work towards any functional skills (where needed) that you have to take. There will also be an end point assessment.
Requirements
Essential qualifications
GCSE in:
* English (grade 4)
* 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
* Communication skills
* Attention to detail
* Organisation skills
* Customer care skills
* Problem solving skills
* Administrative skills
* Team working
* Initiative