Summary
Have you always had that knack for being organised? Do you like working with other people? Does a role that has lots of variety interest you? Providing customer service products and services for businesses and other organisations including face-to-face, telephone, digital and written contact and communications.
Wage
£20,500 a year
•Pension •25 days annual leave, plus bank holidays on top •Share Saver Scheme •Life Assurance •You will have the opportunity to progress to a level 3 customer service qualification.
Training course
Customer service practitioner (level 2)
Hours
40 Hours a week Monday to Friday. Shifts tbc.
40 hours a week
Possible start date
Monday 18 August
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
* As an Apprentice Customer Service Agent, you’ll support us to work with a customer base from domestic to commercial clients to large contractors, local authorities, and government bodies
* Making our customers happy by being proactive and innovative is crucial to this role
Duties will include (but will not be limited to):
* You will be dealing with customer orders on the phone
* Dealing proactively with any queries and complaints
* Keeping customers up to date with progress
If you’re one who enjoys doing the same thing every day, maybe this role isn’t for you. You won’t be spending every day doing boring, repetitive jobs! If you love getting stuck in and putting a smile on our customers faces, then now we’re talking!
Where you’ll work
Norton Bottom
Brills Hill
Lincoln
LN6 9JN
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
DERBY BUSINESS COLLEGE LIMITED
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
You will complete a Level 2 Customer Service Practitioner apprenticeship.
More training information
The programme will be a mix of virtual training with your tutor, assignments, a learning plan and self-study. The programme will cover:
* Understanding your organisation
* Product and service knowledge
* Meeting regulations and legislation
Roles and responsibilities
* Customer conflict and challenge
* Customer experience
* Interpersonal skills and communication
Requirements
Essential qualifications
GCSE in:
* English (grade 4-9)
* Maths (grade 4-9)
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
* Attention to detail
* Organisation skills
* Customer care skills
* Problem solving skills
* Analytical skills
* Logical
* Team working
* Initiative
* Patience