Summary
This is an excellent opportunity for someone who is looking for a career in Customer service, working for a company who has been in business for over 30 years and is part of the larger Epwin Group. The role of Customer Service Apprentice is to support the Customer Service Team with Admin related tasks.
Wage
£15,500 a year
Training course
Customer service specialist (level 3)
Hours
Monday - Friday, 9.00am - 5.00pm,
37 hours 30 minutes a week
Possible start date
Wednesday 1 October
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
Typical day to day duties will include:
* Ensuring all tasks are completed to agreed deadlines
* Work efficiently and effectively
* Ensure effective communication with the customer
* To collate and scan all delivery notes into the Navision system so that proof of deliveries can be provided to any customer requesting one
* Ensure that all delivery notes are filed correctly
* Contact customers on a weekly basis and establish how many stillages require collection and update the transport team
* Filing of sales orders
* Issuing collection note paperwork
* Raising cases on CRM system
* Maintenance of filing systems
* Checking and processing sales orders
* Assisting the department with scanning of documents
* Admin support as and when required both the Customer Service
* Team and Credit Control Department
Where you’ll work
Amington Way
Tamworth
B77 4ED
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
IN-COMM TRAINING AND BUSINESS SERVICES 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
* This is a Customer Service Level 3 apprenticeship which is delivered over a 15 - month period
* You will be required to attend an initial induction period and 10 training workshops at the training site, In-Comm Training Services in Aldridge, WS9 8UG, followed by monthly assessor visits to you in your company
Training will include:
* NVQ Level 3 in Customer Service
* Employer Rights and Responsibilities
* Personal Learning and Thinking Skills
* 20% off the job training
Requirements
Essential qualifications
GCSE in:
* English, Maths (grade 9-4)
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
* Organisation skills
* Problem solving skills
* Administrative skills
* Logical
* Team working
* Initiative
* Patience
Other requirements
Must be able to travel to the training centre, In-Comm Training Services in Aldridge, WS9 8UG, as well as the company site in Tamworth.