Summary
Working in a busy office with a small team focused on delivering a positive experience to clients, contractors, engineers and site residents, by taking ownership for the quality of customer service and satisfaction. As a customer service assistant, you will often be the first port of call and there will be lots of interaction and collaboration.
Wage
£15,704 to £25,396.80 a year
Training course
Customer service practitioner (level 2)
Hours
Office hours are Monday-Friday 8am-4pm or 8:40-4:30pm Lunch is 30 minutes.
40 hours a week
Possible start date
Tuesday 1 April
Duration
1 year
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
* Handling client purchase orders (POs) and enquiries as they arrive by email and telephone
* Managing and allocating POs in line with business processes to ensure customer delivery is consistent
* Accurately processing data into customer management systems and field management software
* The effective planning of engineer work schedules
* The management of approved contractor work orders
* The preparation of high-quality service, maintenance and emergency response reports for clients
* The preparation and calculation of POs and quotations
* Assisting with the creation and continuous improvement of business processes
* Participation in training and development
Where you’ll work
61a
Higher Green Lane
Tyldesley
Manchester
M29 7HQ
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
WIGAN AND LEIGH 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
* On the job training will take place at our office
More training information
* Portal training will also be provided on an ongoing basis for a variety of subjects such as H&S, environmental awareness and first aid
Requirements
Essential qualifications
GCSE in:
* English (grade 3)
* Math (grade 3)
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
* Number skills
* Analytical skills
* Team working
* Initiative
* Patience
Other requirements
Living locally to our office at Higher Green, Astley, would be advantageous to applicants. Long periods will be spent sitting at a desk and working on a computer. Excellent communication skills (both written and verbal), attention to detail, and understanding of Math's calculation of percentages are a requirement.