Summary
Reporting to the Customer Success Manager, you will handle client support tickets efficiently, ensuring KPIs are met and the CRM system is optimised. As the primary client contact, your goal is to provide excellent service and exceed expectations.
Wage
£16,575 a year
Training course
Customer service practitioner (level 2)
Hours
Monday - Friday, Shifts to be confirmed
37 hours 30 minutes a week
Start date
Saturday 26 April 2025
Duration
1 year 2 months
Positions available
1
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you’ll do at work
* Ensure KPIs are met, including response times and client satisfaction
* Respond to initial enquiries within 1 hour off-peak and 3 hours during peak periods
* Record all client interactions in the CRM system
* Improve communication between customer service and warehouse teams
* Monitor inbound logs and inform clients of penalties or quarantined items
* Work with warehouse and finance teams to enhance service delivery
* Ensure clients follow CRM processes and seek improvements
* Manage and resolve miscellaneous client enquiries
* Update process documentation for changes in client packing procedures
* Direct clients to submit tickets via the CRM portal
* Use Trello to manage client work orders
* Maintain and update the Investigation Log, investigate errors, and complete support-related reports
Where you’ll work
UNIT 8
KWIK FORM BUILDING
HALES INDUSTRIAL PARK
ROWLEYS GREEN LANE
CV6 6AT
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
College or training organisation
COVENTRY AND WARWICKSHIRE CHAMBERS OF COMMERCE 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
* Customer Service Practitioner Level 2 Apprenticeship Standard
* Study release on a Tuesday at CWCT 9.30am - 4.30pm
Requirements
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
* Attention to detail
* Customer care skills
* Logical
* Team working
* Creative
* Non judgemental
* Patience