Summary
We are seeking an Apprentice Customer Support Advisor to join our service team. In this role, you will learn to become the first point of contact for customers needing assistance with our products and services.
Wage
£12,313.60 a year
Training course
Customer service practitioner (level 2)
Hours
Monday to Friday, 9am - 5pm
37 hours a week
Possible start date
Monday 10 February
Duration
1 year
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
You will develop skills in troubleshooting, customer relationship management, and product support while working in a supportive and collaborative environment. This apprenticeship is ideal for individuals with a passion for customer service and a desire to build technical and professional skills in a fast-growing industry.
Key Responsibilities:
Customer Support:
- Assist in responding to customer inquiries via phone, email, ticket system, and live chat in a friendly and professional manner.
- Learn to provide accurate information about Mantech UK’s products and services, addressing customer questions and concerns.
- Support the Service Team in troubleshooting basic machinery issues, guiding customers under supervision.
- Develop skills in handling and managing live tickets, working toward meeting set service level agreements (SLAs).
Issue Resolution:
- Learn to record and track customer issues using the company’s ticketing system, ensuring interactions are documented accurately.
- Assist in following up with customers to ensure satisfactory resolution of their concerns.
- Contribute to identifying recurring issues and brainstorming solutions to improve processes.
Product Knowledge:
- Participate in training sessions to develop a deep understanding of Mantech UK’s products, services, and industry developments.
- Assist in creating and updating troubleshooting documentation for the company’s Knowledge Base.
Customer Relationship Management:
- Build strong communication skills to foster positive relationships with customers and understand their needs.
- Learn to provide proactive advice to help customers maximise the value of their Mantech UK products.
Collaboration:
- Work alongside sales, workshop, and technical support teams to deliver seamless customer experiences.
- Share ideas and feedback with team members, contributing to a positive and collaborative work environment.
Training and Development Opportunities:
- Hands-on training in customer support, ticket management, and technical troubleshooting.
- Opportunities to gain qualifications in customer service and technical support.
- Exposure to Mantech UK’s products and processes, preparing you for potential career advancement within the company.
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
HALESOWEN 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
The succesful apprentice will study towards the Customer Service Practioner Level 2 standard.
The apprentice will be required to attend an online lesson one day per month. In addition, they will be allocated with an assessor who will visit them in the workplace one every 8 weeks.
Requirements
Essential qualifications
GCSE in:
* English (grade D or 2/3)
* Maths (grade D or 2/3)
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
* Customer care skills
* Administrative skills
* Team working
* Patience