Summary
The Apprentice Customer Service Representative will support and offer the highest level of service to our stakeholders. You will undertake and complete a Customer Service Level 2 apprenticeship with Key Training, whilst receiving mentoring and support from your line manager and wider team.
Wage
£15,704 a year
Training course
Customer service practitioner (level 2)
Hours
Shifts to be confirmed
40 hours a week
Start date
Monday 31 March 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
Key Responsibilities of the role include:
* Customer service admin; processing new sales orders, collections
* Assist the invoice team
* Receive inbound sales leads and convert into sales
* Make outbound calls to produce new business sales leads
* Upsell additional products and services to existing customers
* Assist with office housekeeping and admin projects
* Offer excellent customer service to our retailers via email and telephone
* Engage with consumers who are looking for product information
Where you’ll work
TINTAGEL HOUSE
LONDON ROAD
KELVEDON
COLCHESTER
CO5 9BP
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
College or training organisation
WOODSPEEN 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 Assistant Level 2 Apprenticeship Standard qualification
* End-Point Assessment (EPA)
* In-house training
More training information
What you will learn:
* Understand the underpinning business processes that support you in providing excellent service to our customers
* How to navigate the businesses internal systems and external portals to process customer requests
* Know your internal and external customers and how their behaviour may require different approaches from you
* Understand how to analyse, use and present a range of information to provide customer insight
* Find solutions that meet your organisations needs as well as the customer requirements
* Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
* Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
* Demonstrate brand advocacy, values and belief when dealing with customer requests to build trust, credibility and satisfaction
Requirements
Essential qualifications
GCSE in:
* English/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
* Communication skills
* IT skills
* Attention to detail
* Organisation skills
* Customer care skills
* Problem solving skills
* Administrative skills
* Logical
* Team working
* Creative
* Initiative
* Non judgemental
* Patience