Summary
Rhino Rank seeks a Customer Service Assistant to communicate with clients via email, chat, and phone, resolving inquiries and complaints professionally and empathetically. You'll maintain accurate records, collaborate with the team to improve services, and guide customers through our processes with clear explanations.
Wage
£13,312 a year
Training course
Customer service specialist (level 3)
Hours
Shifts to be confirmed
40 hours a week
Possible start date
Thursday 20 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
* Communicate with customers via email, live chat, and telephone to answer inquiries and resolve issues promptly and professionally
* Handle customer complaints with empathy and efficiency, ensuring satisfactory resolutions
* Collaborate with the team to troubleshoot customer issues and implement improvements to service delivery
* Maintain accurate records of customer interactions and follow-ups using internal systems
* Explain how our service works, guiding customers through the process
Where you’ll work
The Maltings 59 Lythwood Road
Bayston Hill
Shrewsbury
Shropshire
SY3 0NA
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
SBC TRAINING LIMITED
Your training course
Customer service specialist (level 3)
Equal to A level
Course contents
* Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
* Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
* Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
* Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
* Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
* Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
* Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
* Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
* Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
* Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
* Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
* Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
* Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
* Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
* Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
* Service Improvement: Make recommendations based on your findings to enable improvement
* Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
Your training plan
Level 2 Customer Service Practitioner Apprenticeship Standard:
* At least 20% of your working hours will be spent training or studying
More training information
* Apprentices will be required to have or achieve level 1 English and maths and to have taken level 2 English and maths tests before completion of their apprenticeship
* Following enrolment, learners engage in a blended programme of training and support that includes attendance at group training sessions, self-directed learning, email and face-to-face support from their trainer/assessor, and a training programme devised by the employer
Requirements
Desirable qualifications
GCSE in:
* English (grade 4)
* 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
* Organisation skills
* Problem solving skills
* Team working
* Written communication
* Time management