Summary
We have an exciting opportunity for an enthusiastic, people-person with a keen eye for detail to join our award-winning company as an Apprentice Customer Service Advisor within the Service team. You will be part of our brand-new Apprenticeship & Training Academy, you will be fully supported & guided throughout your journey.
Annual wage
£13,312 a year
Training course
Customer service practitioner (level 2)
Hours
Monday - Friday, 8.30am - 5.30pm (1-hour unpaid lunch). Saturdays, 8.30am - 12.30pm - this will be on a rota once it is deemed suitable that the apprentice has completed sufficient training and is confident of doing so.
40 hours a week
Possible start date
Wednesday 29 January
Duration
1 year 3 months
Positions available
2
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
* Interpreting customer concerns and liaising with the Service Technicians
* Building positive relationships with customers
* Booking in and scheduling vehicle services
* Preparing and performing pre calls to customers
* Responding to customer requests and liaising with them about any additional work that may be required
* Invoicing jobs
* Estimating time and costs associated with repairs
* Supporting the service advisors and completing your daily tasks
* Keeping the workspace and customer waiting area clean and tidy
* Restocking the coffee machine
Where you’ll work
Fusion Park
West Hendford
Yeovil
BA20 2AQ
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
YEOVIL 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
* The apprenticeship training is delivered through a combination of workplace learning and monthly virtual masterclasses
* This training will teach you the knowledge, skills and behaviours set out in the Customer Service Practitioner Level 2 standard
* On completion, the apprentice will receive Level 2 Customer Service Practitioner qualification
* Functional Skills in maths and English may also be required depending on current level
Requirements
Desirable qualifications
GCSE in:
* English (grade Grade 9 – 4 / A* - C)
* Maths (grade Grade 9 – 4 / A* - C)
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
* Administrative skills
* Number skills
* Analytical skills
* Logical
* Team working
* Initiative
* Technical Awareness
Other requirements
You MUST be prepared to commit to your work and training for the duration of the apprenticeship. In some cases, you may be required to have a telephone conversation with Yeovil College prior to your application being passed on. If a suitable candidate is found prior to the advertised closing date, it may close earlier so please apply early to avoid disappointment. There are currently 2 vacancies available- across Yeovil & Wincanton.