Summary
An excellent opportunity for an apprentice to promote and sell a range of club services and products, handle member and non-member enquiries and resolve complaints to the required standards. Provide excellent customer service in relation to all product areas via inbound calls, outbound calls, e-mail, webchat and/or social media as required.
Annual wage
£19,000 a year
Training course
Customer service practitioner (level 2)
Hours
Monday to Friday 9am to 5pm, including a 1-hour lunch break (unpaid) and 2 x 15-minute breaks.
35 hours a week
Possible start date
Monday 3 March
Duration
1 year 3 months
Positions available
6
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
Key Tasks/Accountabilities:
* To promote and sell to members all the Clubs services relating to Membership, UK Sites and potentially Caravan Cover or Travel, ensuring compliance with all standards
* Handle member and non-member enquiries
* Resolve complaints to the required standards
* To undertake, as required, ongoing learning activity to develop product knowledge across the full range of products to meet operational requirements
* To provide a high level of customer service and product information to our members and potential members, in accordance with the Club’s standards and strategic goals, processing and escalating calls as necessary to ensure first-time resolution wherever possible
* To assist other sections of the department and represent the Club at outside events as required
Where you’ll work
EAST GRINSTEAD HOUSE
LONDON ROAD
EAST GRINSTEAD
RH19 1UA
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
STRAIGHT A TRAINING 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
To undertake the completion of the Level 2, Customer Service Practitioner apprenticeship programme (minimum 12-months, plus a 3-month End Placement Assessment - EPA).
The apprenticeship training will be provided through online learning.
Training and development will take place in the workplace.
In conjunction with business requirements, to undergo training and comply with current and ongoing FCA regulatory requirements.
Requirements
Essential qualifications
GCSE or equivalent in:
* English (grade C - A* (4 - 9))
* Maths (grade C - A* (4 - 9))
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
* Customer care skills
* Adaptable
* Knowledge of Google suite
* A Level educated
Other requirements
Due to FCA (Financial Conduct Authority) regulations candidates will need to provide relevant information to complete an: ● Adverse Financial Check and ● Basic Criminal Records Check. These will be undertaken via Experian through a secure and confidential portal. Once trained on our Caravan Cover product you may be required to work 09:00 - 13:00 on a Saturday morning from home. Saturday rotas are provided in January for the current year and you are not likely to be rostered more than 5 Saturdays in a 12 month period. This time would be added to your holiday allocation. The Caravan and Motorhome Club is committed to employing a diverse workforce. All applications are treated equally and we recruit purely on the basis of skills and experience. We know our greatest strength is our people, so differences are celebrated, and we strive to create an environment where colleagues feel respected and valued for their unique potential.