Summary
You will assist in managing and coordinating service requests that come through our busy office, gaining valuable experience in customer service, administration, and problem-solving. You will play a vital role in ensuring excellent service delivery and learning the key skills needed to excel in a customer-focused environment.
Wage
£12,979.20 a year
Training course
Customer service practitioner (level 2)
Hours
Monday to Thursday - 8 - 16:30. Friday 8 - 15:30.
39 hours a week
Possible start date
Monday 31 March
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
* Act as the first point of contact for all reactive service requests, ensuring accurate intake and prioritisation.
* Assist in assigning service tasks to the appropriate engineers, ensuring compliance with service-level agreements (SLAs).
* Record and update service request details and outcomes in the service management system.
* Maintain real-time tracking of service request statuses and escalate issues as needed to ensure resolution within target times.
* Help communicate effectively with internal teams and customers regarding service request statuses and resolutions.
* Support in requesting and updating quotes for remedial work and issuing purchase order numbers for materials and services.
* Assist in scheduling engineers based on availability and proximity to service request sites.
* Ensure that engineers have the necessary information, tools, and materials to perform their service tasks effectively.
* Contribute to the continuous improvement of service processes, policies, and procedures.
* Provide excellent customer service by responding to inquiries in a professional and empathetic manner.
* Offer administrative support to Directors and line managers when needed.
* Provide additional support to the team on the service desk during peak times, sickness, or holidays.
Where you’ll work
5 George Road,
Bromsgrove Technology Park,
Bromsgrove
B60 3AL
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
HEART OF WORCESTERSHIRE 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
* L2 Customer service practitioner Apprenticeship Standard
Requirements
Essential qualifications
GCSE in:
* Maths and English (grade 2)
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
* Customer care skills
* Administrative skills
* Number skills
* Analytical skills
* Logical
* Team working
* Creative
* Initiative
* Patience
Other requirements
Location of the office is quite a distance from public transport. Ideal for local candidates