Key Tasks/Accountabilities To undertake the completion of the Level 2, Customer Service Practitioner apprenticeship programme (minimum 12 months, plus a 2 month end placement assessment - EPA). In conjunction with business requirements, to undergo training and comply with current and ongoing FCA regulatory requirements. To promote and sell to members all the Club's services relating to Membership, UK Sites and potentially Caravan Cover or Travel, ensuring compliance with all standards. To undertake, as required, ongoing learning activity to develop product knowledge across the full range of products to meet operational requirements. To provide a high level of customer service and product information to our members and potential members, in accordance with the Club’s standards and strategic goals, processing and escalating calls as necessary to ensure first time resolution wherever possible. To assist other sections of the department and represent the Club at outside events as required. Essential Skills & Experience Required Educated to A-Level standard with a minimum of Level 4 GCSE level for English and Maths. Previous experience of a customer service role is advantageous. Good communication skills, both verbal and written. Knowledge of Google Suite is advantageous. Ability to demonstrate a confident, empathetic and passionate approach to customer service. Ability to adapt to new systems/changes/procedures as required. Due to FCA (Financial Conduct Authority) regulations candidates will need to provide relevant information to complete an: Adverse Financial Check Basic Criminal Records Check These will be undertaken via Experian through a secure and confidential portal. Location: East Grinstead, West Sussex. Ideally you will be able to work effectively from both home and our East Grinstead office location as required, although the majority of the working time will be office based. Salary Up to £19,000 per year depending on experience. Working Hours 35 hours per week Daily working hours will be 08:45 - 16:45 or 09:30 - 17.30 (10:00 - 18.00 March - August) rotated each week Monday to Friday, including a 1 hour lunch break (unpaid) and 2 x 15 minute breaks. Once trained on our Caravan Cover product you may be required to work 09:00 - 13:00 on a Saturday morning from home. Saturday rotas are provided in January for the current year and you are not likely to be rostered more than 5 Saturdays in a 12 month period. This time would be added to your holiday allocation. Apprenticeship programme Over the course of the 15 months as an apprentice, you’ll develop the skills and experience to manage a variety of tasks including how to promote and sell a range of Club services and products, handle member and non-member enquiries and resolve complaints. You’ll undertake the Level 2 Customer Service Practitioner apprenticeship and we will provide you with the support that you need to achieve this. You will be required to attend, complete and evidence the required tasks in line with the Customer Service Practitioner Apprentice Programme, which is a minimum of six hours per week. This is within your normal working day and much of the evidence required will be part of the job role. You will also be required to attend regular meetings with an external assessor to discuss the progression of the programme, which is also incorporated into your standard working hours. Success Criteria Demonstrate the ability to: Support your manager within the role’s responsibilities as outlined and defined in the job description to the required standard. To build the relevant business skills and knowledge within the sector Successful completion of the Level 2 Customer Service Practitioner apprenticeship programme The Caravan and Motorhome Club is committed to employing a diverse workforce. All applications are treated equally and we recruit purely on the basis of skills and experience. We know our greatest strength is our people, so differences are celebrated, and we strive to create an environment where colleagues feel respected and valued for their unique potential. Find out more about the apprenticeship programme here.