Summary
Working in a service department, the apprentice will train in a number of areas including improving customer relations, monitoring and dealing with customer problems and promoting continuous improvement in customer service. Level 2 Apprenticeship. them on current customer affairs and relations.
Annual wage
£13,312 a year
Training course
Customer service practitioner (level 2)
Hours
Monday - Friday, daytime hours. Shifts to be confirmed.
40 hours a week
Possible start date
Saturday 1 March
Duration
1 year 6 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
Duties will include (but will not be limited to):
* Dealing with customers both face to face and by telephone
* To process and solve customer service complaints
* Look to promote continuous improvement in customer service
Where you’ll work
1 Turner Road
Worksop
S81 7AE
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
SKILLNET 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
* Level 2 Customer Service PractitionerApprenticeship Standard
* Apprentices will be working and will be trained within the dealership and a skills coach will visit at least every 28 days as part of a close support network to ensure that apprentices are both enjoying and succeeding in their course
* Online training will also be provided throughout the course
* Apprentices without Level 1 English and maths will need to achieve this level and take the test for Level 2 English and maths prior to taking the end-point assessment
Requirements
Desirable qualifications
GCSE or equivalent in:
* English and Maths (grade 4/C 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
* No skills required
* Full training will be provided