Summary
This a fantastic opportunity to begin your career in the Builders Merchant industry with a long-standing company who have over 100 years' experience. You will be supported to develop your skills and knowledge of our company, products we offer and the industry, and we will help develop your future career based on your interests and skills.
Wage
£18,500 a year
Training course
Customer service practitioner (level 2)
Hours
40-hour work week Monday - Friday. Saturday overtime availability on top of this. Training time to be within the work week Monday - Friday. Working hours TBC
40 hours a week
Possible start date
Monday 7 April
Duration
1 year 3 months
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
* Assist customers in person, over the phone and via email
* Selling building materials profitably to trade and retail
* Acquire quotes, following them up and achieving orders
* Ensure the highest standards of service to the customer, using strong communication and interpersonal skills to effectively interact with customers
* Use company computer systems to organise transactions
* Develop effective and efficient telephone sales techniques
* Collaborate with team members to ensure efficient resolution of customer issues
* Participate in training sessions to enhance customer service skills and knowledge of our services
* Adhere to company policies and standards regarding Health and Safety, customer confidentiality, data protection and ethical conduct
* Work to agreed targets
Where you’ll work
Coventry Branch
45 Spon End
Coventry
West Midlands
CV1 3HG
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
SOLIHULL COLLEGE AND UNIVERSITY CENTRE
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
Training will be provided by Solihull College, and an assessor will be allocated to support you. Coaching will be provided in the workplace, on teams as well as scheduled sessions at the Solihull campus (once per month) and time spent training will be part of the agreed working hours. At the end of your training, you will complete a showcase and presentation of your work and a professional discussion to receive a Level 2 Customer Service Practitioner Apprenticeship. You may also study level 2 functional skills maths/English.
More training information
A comprehensive training delivery plan has been developed by the employer and the college to ensure that you receive the best possible start to your career.
Requirements
Essential qualifications
GCSE in:
* English & Mathematics (grade 4 or above)
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
* Team working
* Initiative
* Non judgemental
* Patience
* Personable
* Engaging