Summary
Shrewsbury Agency are looking for a friendly and enthusiastic person who would be capable of working as part of the team, providing the award-winning service NFU Mutual offers to new and existing clients.
Annual wage
Competitive
Training course
Customer service practitioner (level 2)
Hours
Monday to Friday. Exact timings to be confirmed.
35 hours 30 minutes 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
* Speaking to customers to resolve queries, provide quotations and discuss our range of products and services
* Responding to customer calls and emails professionally and promptly
* Processing and dispatching documents to a high standard
* Working with Account Execs, completing administrative tasks as required
Where you’ll work
EMSTREY HOUSE
SITKA DRIVE
SHREWSBURY BUSINESS PARK
SHREWSBURY
SY2 6LG
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
HEREFORDSHIRE, LUDLOW, AND NORTH SHROPSHIRE 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
Customer Service practitioner Level 2 Apprenticeship Standard:
* Training will take place within the workplace
* Training will be provided through the completion of daily tasks
* The assessor will complete regular reviews with the apprentice
* Off the job training will be provided for a minimum of six hours per week
More training information
* County Training is a training provider that works across Shropshire and Herefordshire providing high quality training and support to apprentices and employers
* With over 30 years experience and staff with a vast wealth of knowledge on their respective sectors we can provide apprenticeship standards in small businesses, employers and large levy paying businesses
* During our latest Ofsted inspection (December 2022) we received positive feedback and a grade of Good
Requirements
Desirable qualifications
GCSE in:
* English and 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
* Customer care skills
* Problem solving skills
* Administrative skills
* Number skills