Summary
To work in conjunction with West Nottinghamshire College to attain a qualification in ‘Customer Service’ within a business environment, whilst providing all round business support to the AF Group.
Wage
£15,311.40 a year
Training course
Customer service practitioner (level 2)
Hours
08:30 – 17:00 Monday to Thursday, 08:30 – 16:00 Friday.
39 hours a week
Possible start date
Monday 1 September
Duration
1 year 1 month
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
* To undertake day to day business support services to ensure the efficient running of the department
* To deliver a high-quality customer service to all internal departments and stakeholders
* Administrative tasks on in-house systems and databases
* Daily maintenance, cleaning, re-stocking of kitchen areas
* Handle internal mail delivery and collection, ensuring timely distribution of mail throughout the organisation. This includes multiple visits to all departments on a daily basis
* Filing/archiving of accounting paperwork, quotes, contracts etc.
* To cover front of house (reception) as and when required
* Assist engineering in the supply of contract/site/work files
* Maintaining catering supplies in all departments
* Maintaining stationery supplies in all departments
* Scanning documents
* Assist the Business Support Specialists dependent on work level and holiday periods
* Create switchboard labels as required
* Share telephone answering role with Receptionist and ensure that telephone is promptly answered
* Assist as necessary re. provision of catering requirements (staff/visitors/meetings, buffets etc).
* Carry out general administration and other duties as delegated by
* Central Services Manager/Central Services Director
* Attend meetings as required/requested
* CSD KPIs
* Achieve qualification milestones and attain required grade.Comply
* with BS EN ISO 9001 quality system
* Actively promote team working and the successful operation, maintenance/creation of applicable procedures, standards and work instructions
* Responsibility for complying with and implementing the business management system within their area of activity
Where you’ll work
A F Switchgear Limited
Nunn Brook Road
Sutton In Ashfield
Nottinghamshire
NG17 2HU
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
WEST NOTTINGHAMSHIRE COLLEGE
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
Planned worked based visits by the specialist and the learner to attend masterclasses at West Nottinghamshire College.
Requirements
Essential qualifications
GCSE in:
* English (grade 4)
* Maths (grade 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
* IT skills
* Organisation skills
* Customer care skills
* Administrative skills
* Team working
* Professional Attitude
* Ability to adapt