Summary
To be the first point of contact to our clients’ ‘residents’ and provide administrative support to the Operations Administrator, to enable the company to deliver its services.
Wage
£14,918.80 for your first year, then could increase depending on your age
National Minimum Wage rate for apprentices
Training course
Customer service practitioner (level 2)
Hours
Monday to Friday 9am - 5pm.
37 hours 30 minutes a week
Start date
Monday 12 May 2025
Duration
1 year
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
Main Duties:
* Process new client orders and keep them up to date on our Client Database
* Book appointments for surveyors/installers to attend and measure, remediate, or install our products and services
* Generate and send reports
* Answer the telephone and liaise with staff, clients and residents
* Use Microsoft applications such as Outlook, Word, and Excel
* Data input into computerised systems and spreadsheets and process and retrieve data as necessary
* Other general office duties as required
Where you’ll work
UNIT 7D
HARRIER ROAD
HUMBER BRIDGE INDUSTRIAL ESTAT
BARTON UPON HUMBER
DN18 5RP
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
College or training organisation
MCARTHUR DEAN 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
Level 2 Customer Service Practitioner Apprenticeship Standard:
* Functional skills in maths and English (if required)
End-Point Assessment (EPA)
* One-to-one tutor assessor support in the workplace
* Attending weekly classes covering health and safety, equality and diversity and working towards completing the EPA
Requirements
Desirable qualifications
GCSE in:
* Maths and English (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
* Communication skills
* IT skills
* Attention to detail
* Organisation skills
* Customer care skills
* Administrative skills
* Team working
* Initiative