Summary
Great opportunity available for an office junior at Durovin Bathrooms. Assisting with the smooth running of the business and being the first point of contact for our customers.
Annual wage
£12,480 a year
Training course
Customer service practitioner (level 2)
Hours
Monday - Friday, 8.30am - 5.00pm.
37 hours 30 minutes 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
* Responding to emails and platform message
* Taking phone calls from customers and suppliers
* Checking and processing returns
* Preparing documents
* Advising customers of our products
* Any other duties relevant to the Customer Service role
Where you’ll work
Unit 14
Bentley Lane Industrial Park, Bentley Lane
Walsall
WS2 8TL
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
WALSALL 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.
* Virtual delivery sessions every other week with regular face-to -face reviews with your Vocational Coach
* Functional Skills maths and English (if required)
Requirements
Desirable qualifications
GCSE or equivalent in:
* English (grade Grade 4 or above)
* maths (grade 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
* Logical
* Team working
* Initiative
* Reliable