Summary
If you care about helping people this role will enable you to play a pivotal role in helping individuals with mobility needs. Help our customers by providing exceptional service, good advice and support. You will assist in customer viewings and demonstrations, guide customers in choosing the right mobility products, and offer after-sales support.
Wage
£14,722.50 a year
Regular wage reviews will be offered.
Training course
Customer service specialist (level 3)
Hours
Monday - Friday: 9.00am - 5.30pm. Includes 20% paid time for training (1-hour unpaid lunch break).
37 hours 30 minutes a week
Possible start date
Tuesday 8 April
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
This role provides an excellent opportunity for personal and professional growth, with comprehensive training and a chance to be part of a dynamic and caring team.
Key Responsibilities
* Work closely with customers to help them choose suitable mobility products
* Receive comprehensive training to become knowledgeable about the range of products offered
* Conduct courtesy calls to recent purchasers to ensure their satisfaction with products and services
* Address any post purchase enquiries or concerns, demonstrating a caring and empathetic approach
* Complete essential administrative tasks to support customer interactions
* Set up customer insurance as required and schedule service appointments when necessary
* Maintain accurate and organised records of customer interactions and transactions
* Collaborate with the team to ensure the showroom is well-organised, clean, and inviting for customer viewings and demonstrations
* Assist in marketing using product placement and signage to best advantage
Where you’ll work
4-5 The Forum
Sittingbourne
ME10 3DL
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
KENT COUNTY 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
* On the job training with the employer whilst working towards the Apprenticeship Standard
* Regular work-based assessments/observations carried out by Kent Training & Apprenticeships Tutor Assessor, to determine competency and meet Awarding Body standards
Requirements
Essential qualifications
GCSE or equivalent in:
* English (grade 9-4 (A*-C))
* Maths (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
* Attention to detail
* Customer care skills
* Problem solving skills
* Administrative skills
* Team working
* Initiative
* Non judgemental
* Patience
* Ambitious
* Commitment
* Willingness to learn
* Reliable
* Positive attitude
* Respectful
Other requirements
Interview - We will be interviewing candidates who meet the criteria as they apply and will recruit after a successful interview which may be before the closing date. Reality Check - You will be responsible for your travel expenses to and from your place of work. Therefore, you must have the means to get to your place of work daily whilst waiting for your first wages to be paid. Please note - The role will be based in our Sittingbourne store. Ability to be flexible to provide cover if needed between at least 1 other store would be a significant advantage.