Summary
To learn all aspects of shipping and freight forwarding in order to deliver first class customer service. This could develop into finance or sales as the apprenticeship develops.
Wage
£14,716 a year
Training course
Customer service practitioner (level 2)
Hours
Monday- Friday 9.00 to 5.00pm
37 hours 30 minutes a week
Possible start date
Monday 3 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
The role will initially be focussed on customer service. This is key to the growth of the business. Over the term of the apprenticeship all aspects of domestic and international shipping will be learnt thus becoming a shipping expert.
Initial daily duties will include:
* Answering inbound customer calls and emails
* Tracking shipments
* Booking shipments
* Making outbound call to carriers e.g. DHL, FedEx
* Providing / following up quotes
* General admin & sales support
* Desired Skills
* Excellent IT skills
* Good written and oral skills
* Desired Personal Qualities
* Confident
* Team player
Where you’ll work
Office 9, Block B1
Chorley Business & Technology Centre
Euxton Lane, Euxton
Chorley
PR7 6TE
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
RUNSHAW 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
This Apprenticeship is completed within the workplace. You will be assessed through written work and observation throughout your training. You will be given time by your employer to complete portfolio work, attend training, workplace shadowing and any other opportunities to develop your skills and knowledge.
More training information
Training is provided by Runshaw College
EPA (End Point Assessment) – Towards the final few months of the apprenticeship you will complete your End Point Assessment. This includes a knowledge test, portfolio-based interview and a project/improvement presentation. All assessment methods will be conducted and graded by an independent EPAO.
Requirements
Essential qualifications
GCSE in:
* English and 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
* Team working