Summary
We are looking for an enthusiastic, hardworking and organised Customer Service apprentice to join our recruitment office in the centre of Wolverhampton. You will be contacting clients and applicants and supporting with the registration process along with maintaining relationships with stakeholders.
Wage
£14,722.55 a year
Working hours may differ: start 9am or 8:30am, finish- 5pm or 4:30pm
Training course
Customer service specialist (level 3)
Hours
Monday - Friday: 9:00am - 5:00pm
37 hours 30 minutes a week
Possible start date
Saturday 1 March
Duration
1 year 3 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
Day to day tasks include:
* Using the telephone to contact clients
* Develop and support relationships with candidates
* Supporting with applications to the agency
* Using IT systems to register clients
* Answering the telephone calls
* Booking appointments
* Liaising with candidates on a day-to-day basis
* Administration duties
* Meeting candidates and customers face to face
Where you’ll work
87 DARLINGTON STREET
WOLVERHAMPTON
WV1 4EX
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
IN-COMM TRAINING AND BUSINESS SERVICES LIMITED
Your training course
Customer service specialist (level 3)
Equal to A level
Course contents
* Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
* Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
* Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
* Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
* Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
* Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
* Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
* Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
* Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
* Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
* Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
* Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
* Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
* Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
* Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
* Service Improvement: Make recommendations based on your findings to enable improvement
* Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
Your training plan
This is a Customer Service Level 3 apprenticeship which is delivered over a 15 - month period. You will be required to attend an initial induction period at the training site, In-Comm Training Services in Aldridge, WS9 8UG, followed by monthly assessor visits to you in your company.
Training will include:
* NVQ Level 3 in Customer Service
* Employer Rights and Responsibilities
* Personal Learning and Thinking Skills
* 20% off the job training
Requirements
Essential qualifications
GCSE or equivalent in:
* English (grade 4/C)
* Maths (grade 4/C)
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
* Presentation skills
* Administrative skills
* Analytical skills
* Logical
* Team working
* Initiative
* Non judgemental
* Patience
Other requirements
we are looking for someone who has previous experience inputting and using data as well as being excel literate, however, this is not a requirement. Previous experience within a customer facing role would be advantageous.