Summary
NMGB’s Customer Quality team exists to support the Dealer Network and our Sales and Aftersales field force in delivering a high and consistent level of Customer Satisfaction. The Apprentice role is at the heart of the team, responsible for timely and accurate reporting necessary to conduct this activity.
Wage
£20,000 a year
Training course
Data analyst (level 4)
Hours
Monday – Friday; 37.5 hours 9am – 5:15pm (Monday to Thursday).
37 hours 30 minutes a week
Possible start date
Saturday 5 April
Duration
1 year 11 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 is a Level 4 apprenticeship, you need to have all the knowledge from a level 3 to apply and have experience.
* Quick Voice of Customer Sales & Aftersales Survey reporting Extract, compile and distribute weekly and monthly results, including performance trends.
* Mystery Shop Programme Support Maintain reporting dashboards to track dealer’s quarterly and monthly results. Develop new reporting to show performance trends, Mystery Shop & Google reviews to provide an overview of each Dealers’ customer quality performance.
* Email Validity Trend Analysis Report. Extract, compile and distribute monthly reports for Sales and Aftersales, used by field force and Sales & Marketing functions. This activity ensures we maximise customer data capture for marketing and customer behaviour insight as well as maximising survey reach.
* Benchmark New Car Buyer Satisfaction. Extract, compile, and present insight to highlight Nissan’s strengths and improvement opportunities in customer satisfaction compared with competitor automotive brands.
* Dealer Assessment and Coaching Programme support. Experts in dealer process and customer handling visit dealers struggling to provide consistently high levels of customer satisfaction. Provide reporting to highlight focus areas from our own data to the consultant to aid their diagnostic. Maintain and develop tracking of agreed action completion and Customer satisfaction results to see if it is working.
* The Nissan Customer Quality Apprentice role provides the opportunity to learn about dealer operations, performance management, and develop expertise in efficient reporting and latest data visualisation tools (e.g. Tableau).
Where you’ll work
The Rivers Office Park
Denham Way
Maple Cross
Rickmansworth
WD3 9YS
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
JUST IT TRAINING LIMITED
Your training course
Data analyst (level 4)
Equal to higher national certificate (HNC)
Course contents
* Use data systems securely to meet requirements and in line with organisational procedures and legislation including principles of Privacy by Design
* implement the stages of the data analysis lifecycle
* apply principles of data classification within data analysis activity
* analyse data sets taking account of different data structures and database designs
* assess the impact on user experience and domain context on data analysis activity
* identify and escalate quality risks in data analysis with suggested mitigation or resolutions as appropriate
* undertake customer requirements analysis and implement findings in data analytics planning and outputs
* identify data sources and the risks and challenges to combination within data analysis activity
* apply organizational architecture requirements to data analysis activities
* apply statistical methodologies to data analysis tasks
* apply predictive analytics in the collation and use of data
* collaborate and communicate with a range of internal and external stakeholders using appropriate styles and behaviours to suit the audience
* use a range of analytical techniques such as data mining, time series forecasting and modelling techniques to identify and predict trends and patterns in data
* collate and interpret qualitative and quantitative data and convert into infographics, reports, tables, dashboards and graphs
* select and apply the most appropriate data tools to achieve the optimum outcome
* Use data systems securely to meet requirements and in line with organisational procedures and legislation including principles of Privacy by Design
* implement the stages of the data analysis lifecycle
* apply principles of data classification within data analysis activity
* analyse data sets taking account of different data structures and database designs
* assess the impact on user experience and domain context on data analysis activity
* identify and escalate quality risks in data analysis with suggested mitigation or resolutions as appropriate
* undertake customer requirements analysis and implement findings in data analytics planning and outputs
* identify data sources and the risks and challenges to combination within data analysis activity
* apply organizational architecture requirements to data analysis activities
* apply statistical methodologies to data analysis tasks
* apply predictive analytics in the collation and use of data
* collaborate and communicate with a range of internal and external stakeholders using appropriate styles and behaviours to suit the audience
* use a range of analytical techniques such as data mining, time series forecasting and modelling techniques to identify and predict trends and patterns in data
* collate and interpret qualitative and quantitative data and convert into infographics, reports, tables, dashboards and graphs
* select and apply the most appropriate data tools to achieve the optimum outcome
Your training plan
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.
* Data Analyst Level 4 apprenticeship standard.
* You will also receive full training and support from the Just IT.
* Apprenticeship team to increase your skills.
* Your training will include gaining a Level 4 Data qualification.
Requirements
Essential qualifications
GCSE in:
* English (grade 4/C and above)
* Math (grade 4/C and 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
* Non judgemental
* Patience