Summary
As a Customer Services Apprentice you will work as part of our small customer services team to carry out customer services support, sales administration and general business administration tasks, to support our own engineers and parking customers, via telephone, email and messaging.
Wage
£14,996.80 a year
The hourly rate for this position is £8.24. £1,200 per annum company bonus, applicable following the probationary period and paid quarterly.
Training course
Customer service practitioner (level 2)
Hours
Monday - Friday, 9am - 5pm, with 1 hour each day for lunch
35 hours a week
Possible start date
Friday 21 March
Duration
1 year
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
· Answering all emails in a timely professional manner, including queries from customers, engineers or the general public.
· Maintain good working relationships with customers, ensuring we are providing the best possible customer care.
· Carrying out proactive calls to update customers of service status, engineer visits both reactive and preventative maintenance and close off service issues by updating the ERP accordingly.
· Assist our customers to manage their consignment stock, accurately reporting and replenishing as required.
· Preparing quotations for existing customers e.g consumables, replacing faulty or damaged equipment, additional equipment.
· Scheduling jobs for the service engineers, ensuring the engineers location and proximity to site, are taken into consideration in line with the service level agreement terms and priority level of job.
· Parts distribution to engineers, in line with requirements to ensure that the field service team members are carrying the correct items on their van and have specific parts for job requirements.
Where you’ll work
Unit 1b Sills Road
Castle Donington
Derby
DE74 2US
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
DCG
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 training plan has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.
Requirements
Essential qualifications
GCSE in:
* English (grade 2/E)
* Maths (grade 2/E)
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
* Presentation skills
* Administrative skills
* Number skills
* Analytical skills
* Logical
* Team working
* Initiative
* Non judgemental
* Patience
* Work under pressure
* Enthusiastic attitude