Summary
Apprentices will work towards gaining a Customer Services Level 2 qualification.
Wage
£14,526.20 a year
Training course
Customer service practitioner (level 2)
Hours
Monday - Thursday 08:30 to 5pm Friday 08:30 - 4:30pm 60 mins for lunch.
37 hours a week
Possible start date
Monday 14 April
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
* Carrying out administration duties including but not limited to; photocopying, typing, answering the telephone, filing, sending emails/letters as appropriate
* To use office equipment effectively such as photocopiers, telephone systems and computer equipment etc.
* This role would support our busy team with our day-to-day work plus identify and deliver projects to help introduce efficiencies within our administrative functions
Where you’ll work
Kirkleatham
Redcar
TS10 5NW
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
THE EDUCATION TRAINING COLLECTIVE
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 attend college one day every other week
Requirements
Essential qualifications
GCSE in:
* English and Maths or functional skills level 2 (grade Equivalent to 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
* Administrative skills
* Team working