Summary
Become an apprentice in our store, and you’ll have everything you need to truly realise your potential - with experience in a full-time role and the support of a global brand, all whilst earning a real wage. You will be giving customers top-notch advice and efficiently attending to all enquiries, in-person and over the phone, amongst other duties.
Wage
£15,600 a year
£8.00 per hour
Training course
Customer service practitioner (level 2)
Hours
Days and shifts to be confirmed - full-time to include weekend working.
37 hours 30 minutes a week
Start date
Friday 25 April 2025
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
* Giving customers top-notch advice
* Efficiently answer telephone calls to the store
* Advising customers that their hearing aids/glasses are ready or delayed as appropriate
Where you’ll work
28 Bircherley Green
Hertford
SG14 1BN
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
College or training organisation
SPECSAVERS OPTICAL SUPERSTORES 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
* Level 2 Customer Service Practitioner Apprenticeship Standard
* Eligibility to join the Institute of Customer Service as an Individual member at Professional level upon completion
* Functional skills, maths and English, if required
How and where training (on/off the job) will be delivered is to be confirmed.
Requirements
Desirable qualifications
GCSE or equivalent in:
* Maths (grade 9-3 (A*-D))
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
* Organisation skills
* Administrative skills
* Team working
Other requirements
Before applying, please bear in mind the salary and check that you are able to travel to the store location on a daily basis. This is an entry level position, you must not have worked in the customer service sector before.