Summary
Working within a small team to provide admin support across the business, planning appointment's, recording information and assisting the team.
Wage
£14,722.50 to £23,809.50, depending on your age
National Minimum Wage
Training course
Customer service practitioner (level 2)
Hours
Monday - Friday, 9.00am - 5.00pm
37 hours 30 minutes a week
Start date
Thursday 1 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
* To assist the administration team with the day to day running of the office
* Appointment Planning
* Answering the telephone and routing calls to the correct department
* Recording accurate information onto our internal and external database systems
* Scanning photocopying
Where you’ll work
HIGHBURY HOUSE
OAKHILL ROAD
BRIGHOUSE
HD6 1SN
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
College or training organisation
CALDERDALE 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
* Customer Service Practitioner Level 2 Apprenticeship Standard
Requirements
Desirable qualifications
GCSE in:
* Maths and English (grade 4/C or above)
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
* Attention to detail
* Organisation skills
* Customer care skills
* Team working
* Initiative