Summary
Are you looking for a new challenge that you can earn while you learn? Do you want to be part of an incredible team working towards a common goal, providing excellent service to our customers? The role is to deliver high quality products and services to the customers of their organisation.
Wage
£15,000 a year
Training course
Customer service practitioner (level 2)
Hours
Monday - Friday, 9.00am - 5.00pm, shifts, may work evenings and weekends.
40 hours a week
Possible start date
Monday 24 March
Duration
1 year
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
* Provide potential and existing customers with the highest level of customer service and support the wider sales team in generating and chasing leads
* Focus on effective customer account management, aiming to increase the company’s customer base and develop long-term collaborative relationships within the building trade
* Maintain up-to-date product and industry knowledge
* Use creative marketing materials to promote Howdens products, depot events and sales periods to new and existing customers
* Keep in touch with both leading banks depots regularly via the telephone and using our customer engagement messaging tool
* Develop long-term collaborative relationships with customers
* Proactively gain new accounts, repeat business, and generate qualified leads for the team through outgoing sales calls
* Process sales for customers using the in-store payment systems, quoting correct pricing, delivery date and stock requirements
Where you’ll work
Unit 5, The Bridge Works
Farmer Ward Road
Kenilworth
CV8 2DH
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
STAFF SELECT LTD
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
* Customer Service Practitioner Level 2 Apprenticeship Standard qualification
* Training provided by an in-house Learning & Development Team
* Support from an external training provider
* 15-month programme including a minimum 12 month learning period plus end point assessment
* Apprentices will be required to have or achieve level 1 English and maths and to have taken level 2 English and maths tests prior to completion of their apprenticeship
Requirements
Desirable qualifications
GCSE or equivalent in:
* English (grade C/4)
* Maths (grade C/4)
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
* Administrative skills
* Number skills
* Team working
* Creative
* Patience