Summary
Aston Martin Wilmslow are offering a fantastic opportunity for an Apprentice Customer Service practitioner to join their busy workshop in Wilmslow. Learning how to provide industry leading services to customers, working with a great team, but also able to work on own initiative.
Wage
£13,312 a year
Training course
Customer service practitioner (level 2)
Hours
Monday - Friday, 8.00am - 5.30pm (1 Hour Lunch)
40 hours a week
Possible start date
Monday 24 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
The comprehensive programme provides you with an exciting and challenging opportunity to achieve formal qualifications through extensive training, while in full-time employment.
The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation.
Duties will include:
* Your core responsibility will be to provide a high quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer’s own locality
* Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media
Knowing your customers:
* Understand who customers are
* 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
Understanding the organisation:
* Know the purpose of the business and what ‘brand promise' means
* Know your organisation’s core values and how they link to the service culture
* Know the internal policies and procedures, including any complaints processes and digital media policies that are relevant to you and your organisation
Meeting regulations and legislation:
* Know the appropriate legislation and regulatory requirements that affect your business
* Know your responsibility in relation to this and how to apply it when delivering service
Systems and resources:
* Know how to use systems, equipment and technology to meet the needs of your customers
* Understand types of measurement and evaluation tools available to monitor customer service levels
Your role and responsibility:
* Understand your role and responsibility within your organisation and the impact of your actions on others
* Know the targets and goals you need to deliver against
Customer experience:
* 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
Where you’ll work
Water Lane
Wilmslow
SK9 5BQ
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
NOTTINGHAM 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 programme for the Customer Service Apprenticeship incorporates underpinning knowledge delivered in partnership and managed by EMTEC College
* Apprentice will be required to attend block release training 4 x per year
* Apprentices will be required to have or achieve level 1 English and maths and to have taken level 2 English and maths tests prior to completion of their apprenticeship
* Regular review and welfare visits from appointed assessors who will observe all evidence opportunities that occur naturally in the workplace
Requirements
Essential qualifications
GCSE in:
* Maths and English (grade 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
* Presentation skills
* Initiative
Other requirements
The candidate must be able to travel to the workplace according to the working hours and by chosen method of transport.