Summary
Apprenticeship at Fixmer as a customer service and sales advisor. As a sales customer service advisor, you will deliver outstanding customer service by handling and resolving customer enquiries and complaints and processing sales. Upon satisfactory completion of apprenticeship the apprentice may be offered a permanent role.
Wage
£16,292.90 to £26,349.18, depending on your age
National Minimum Wage
Training course
Customer service practitioner (level 2)
Hours
41.5 Hours or less as defined by UK age limit laws. Monday - Thursday, 7.00am - 4.00pm and Friday, 7.00am - 3.00pm.
41 hours 30 minutes a week
Start date
Thursday 1 May 2025
Duration
1 year
Positions available
2
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you’ll do at work
Job Summary:
* As a sales customer service advisor, you will deliver outstanding customer service by handling and resolving customer enquiries and complaints and processing sales
* You will also work with all sales leads by directing prospective customers towards suitable products that best meet their needs
* You will encourage purchases by explaining product features and benefits to potential customers
* You will also assist customers in locating specific products face-to-face, in-store and online and accompany them through the payment process
Key Responsibilities:
* Answer phone calls and provide outstanding quality of service to customers
* Approach customers and recommend the most appropriate product or service to meet their needs
* Lead the sales process from end to end, through to the financial transaction
* Manage any returns or customer complaints
* Utilise computer systems and software efficiently for producing quotations, sales orders and invoices
* Collaborate with courier service providers and dispatch coordinator to promptly address and resolve any shipping issues
* Maintain clear and effective communication with other departments and customers to resolve any queries relating to shipping, missed items, and wrong items
* Strong communication skills and customer service orientation to handle interactions professionally and helpfully
* Manage and track the reasons for collections and returns through spreadsheets
* Make and manage claims against couriers for damaged items and late or lost packages
Where you’ll work
UNIT 36
LEGER BUSINESS PARK
CHURCHILL ROAD
DONCASTER
DN1 2TF
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
College or training organisation
TOTAL TRAINING PROVISION LIMITED
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
* As an apprenticeship at Fiximer Ltd you will be working towards your apprenticeship with Total Training provison this is a work-based apprenticeship, meaning you will earn while you learn, gaining hands-on experience in a real business environment
More training information
You will work within our team, applying what you learn directly to your day-to-day tasks.
This practical approach ensures that you develop the skills and knowledge needed to deliver outstanding customer service.
Dedicated Skills Coach: Throughout your apprenticeship, you will receive tailored support from a dedicated Skills Coach provided by Total Training Provision.
They will guide you through your learning journey, offering:
* One-to-One Sessions: Regular personalised training to help you meet your goals and excel in your role
* Expert Advice: Insights and feedback to ensure you build confidence and capability in all aspects of customer service
Blended Learning Approach:
The apprenticeship combines practical work with structured learning, including:
* Online modules to build essential knowledge
* Interactive workshops and training sessions
* Assignments and projects tailored to your role
Off-the-Job Training:
* You will dedicate 20% of your time to off-the-job training, which might include attending workshops, shadowing colleagues, or completing coursework
End Point Assessment (EPA):
* At the end of your apprenticeship, you will complete an EPA to showcase the skills and knowledge you’ve gained, achieving a nationally recognised qualification in customer service
* This structured yet flexible training program is designed to help you succeed in your apprenticeship and set the foundation for a thriving career in customer service
Requirements
Essential qualifications
GCSE in:
* English (grade 4 or above)
* Maths (grade 4 or above)
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
* Creative
* Initiative
* Patience