Summary
The main purpose of this role is to assist with day-to-day tasks for the booking team. This would include but not be limited to scheduling the upholsterers’ weeks and making sure that our upholsterers have everything they need and working closely with the booking team including the Head of Client Support.
Wage
£12,480 a year
Training course
Customer service practitioner (level 2)
Hours
Monday to Friday 9am to 5pm.
37 hours 30 minutes a week
Possible start date
Friday 28 February
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
Key Responsibilities
* Providing high-quality customer support via phone, email, and in-person interactions
* Effectively gathering, recording, and managing client information.
* Assisting in the resolution of client issues and ensuring enquiries are addressed promptly
* Managing administrative tasks such as filing, record-keeping, and mail duties via CRM
* Contributing to the improvement of customer care processes and client satisfaction
* Collaborating with internal teams to ensure continuity and excellence in service delivery
* Making sure all correct information is logged on the job.
* Keeping customers' portals up to date and making sure we are hitting our SLA's
* Making sure the correct colours are flagged for the upholsterers
Skills and Qualifications
* Strong communication and interpersonal skills
* Proactive problem-solving ability with a client-focused approach
* Competency in using IT systems and Microsoft Office (Word, Excel, Outlook)
* Good organisational skills with an ability to prioritise workloads effectively
* A positive attitude and a willingness to learn and develop new skills
Where you’ll work
Northlight Estates
Brierfield
Nelson
BB9 5FG
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
PROFESSIONAL APPRENTICESHIPS 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
During this advanced apprenticeship, you will learn a vast range of knowledge, skills and behaviours, covering topics such as communication skills, understanding the organisation and customer experience.
You will undertake the ground-breaking Professional Apprenticeships Customer Service Level 2 qualification. Professional Apprenticeships are an Ofsted Outstanding rated training provider and hold the title of Bristol and Bath Apprenticeship Training Provider of the Year for 2021.
The programme is designed to mould you into a high-level, all-rounded customer service professional. You will learn in detail about influencing skills, dealing with challenges, team working & much more.
These modules are designed to jump-start your career and make you stand out in an increasingly competitive field, boosting your future earning potential.
Requirements
Essential qualifications
GCSE in:
* English (grade 4/C Or above)
* 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
* 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
* Initiative
* Non judgemental