Summary
An exciting position has become available for a full-time Customer Service Apprentice in the security industry sector based at Greenhithe. We are a small successful company, and you will be involved in all aspects of the business providing you with excellent all round experience.
Wage
£15,600 a year
Training course
Customer service practitioner (level 2)
Hours
Full Time (37 ½ hour per week) 9.00 am – 5.00 pm. Half hour for lunch. Annual Leave – 23 days plus 8 Bank Holidays.
37 hours 30 minutes a week
Start date
Sunday 11 May 2025
Duration
1 year 6 months
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
* We are a small, busy business so you will be required to get involved in all aspects of customer service to support our customer base and our office team
Duties will include:
* Provide excellent customer service via e-mail, telephone and internal messaging systems
* Answering telephone and email enquiries promptly and efficiently
* Day-to-day use of Microsoft Office- Outlook, Word and Excel
* Maintaining the Customer Services email inbox
* Ordering parts
* Raising purchase orders
* To receive and check sales orders and liaise with the Production Team
* Maintain stock levels, book in deliveries, and update stock figures.
* Producing delivery notes, courier labels, assisting with packing and raising invoices for sales orders
* Supporting other parts of the business on an ad-hoc basis as directed by management
* Helping with customer issues, aftercare and service recovery
* Data organising/reporting
* Analysing customer satisfaction
* Working closely with other departments to ensure everything is managed accurately
Where you’ll work
20-26 HIGH STREET
GREENHITHE
DA9 9NN
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
College or training organisation
KENT COUNTY COUNCIL
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
On-the-job training with the employer whilst working towards the Apprenticeship Standard - Customer Services Practitioner Level 2 Standard will establish an Apprentice’s skills to deliver high-quality service to customers both internally and externally. The apprenticeship will incorporate knowledge of customers and the customer experience, understanding the organisation, its products/services and their role and responsibilities.
Regular work-based assessments/observations carried out by Kent Training & Apprenticeships Tutor Assessor, to determine competency and meet with Awarding Body standards.
Requirements
Essential qualifications
GCSE in:
* English Language (grade 4)
Desirable qualifications
GCSE in:
* 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
* IT skills
* Attention to detail
* Organisation skills
* Customer care skills
* Problem solving skills
* Administrative skills
* Number skills
* Analytical skills
* Logical
* Team working
* Initiative
* Patience
* Good Telephone Manner