Summary
The Customer Service Apprentice will serve our customers and help them, handling interactions in person, via email, and over the phone.This role involves assisting customers with queries, providing product recommendations, and offering technical support. The role also involves hands-on work with printing, design, and minor technical repairs.
Wage
£16,000 a year
Training course
Customer service specialist (level 3)
Hours
Shifts to be confirmed
37 hours a week
Possible start date
Monday 17 March
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
* Engage with and assist customers in person, via email, and over the phone
* Provide tailored recommendations and ensure up-to-date product knowledge
* Assist with design and artwork creation for business cards, flyers, posters, and photos
* Use design software (InDesign, Photoshop, Illustrator & Adobe) for editing and printing tasks
* Address customer queries and provide solutions efficiently
* Maintain accurate records for future customer interactions
* Perform minor printer repairs and troubleshoot issues
* Identify and source the correct products for customers
* Ensure the shop is well-maintained and customer-ready
Where you’ll work
32 PARTON ROAD
AYLESBURY
HP20 1NG
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
BUCKINGHAMSHIRE COUNCIL
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
Customer Service Specialist Level 3 Apprenticeship Standard:
* This apprenticeship is designed to equip you with essential customer service, technical, and business skills to help you thrive in a retail and service environment
* Your training will be completed online with a dedicated tutor who will support you in your studies
* You will be given one day a week to work on your apprenticeship training
Requirements
Essential qualifications
GCSE in:
* English (grade A-C/9-4)
* Maths (grade A-C/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
* Customer care skills
* Problem solving skills
* Team working
Other requirements
The right person is more important to us than existing skills. Full on-the-job training will be provided, including technical aspects and shop procedures. This role is ideal for someone who is enthusiastic about customer service, enjoys problem-solving, and has a keen interest in design and technology. We look forward to welcoming the right candidate to our team! We are open to applications from all ages with appropriately adjusted remuneration.