Summary
Working in an exciting and busy environment. The Apprentice will train in a number of areas including improving customer relations, monitoring and dealing with customer problems. You will work towards a Level 2 Customer Service Practitioner apprenticeship.
Annual wage
£13,312 a year
Training course
Customer service practitioner (level 2)
Hours
Monday- Friday 9.00am- 5.00pm
40 hours a week
Possible start date
Saturday 1 March
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
Working in an exciting and busy environment the Customer Service Advisor Apprentice will be the front-line support for the busy service department.
The Apprentice will keep in close contact with the management staff at the dealership to update them on current customer affairs and relations.
The apprentice’s role will include the following:
* 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
154 Welford Road
Leicester
LE2 6BW
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
Apprentices will be working and will be trained within the dealership and an advisor will visit at least every 4-6 weeks as part of a close support network to ensure that Apprentices are both enjoying and succeeding in their course.
An apprentice’s training includes:
* Industry recognised standard qualification
* Ford Masters Level 1 module (excludes Service Champions)
* Level 1/2 Functional Skills in maths and English (if required)
* Level 2 Customer Service Practitioner apprenticeship standard
* End-Point Assessment (EPA)
Requirements
Essential qualifications
GCSE or equivalent in:
* Maths & English (grade 4/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
* No skills required
* Full training will be provided