Summary
You will work within the Regional Central Planning Team. As a CSR Apprentice, you will be responsible for working towards providing support to the Dealers in Planning and Vehicle Scheduling in accordance with DVSA rules and regulations, thus ensuring that customer expectations are always managed with regards to their compliance.
Annual wage
£20,000 a year
Training course
Customer service practitioner (level 2)
Hours
Monday to Friday, 09.00 to 17.00 (1/2 hr unpaid lunch).
37 hours 30 minutes a week
Possible start date
Monday 10 February
Duration
1 year 4 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
What will you be doing?
* Be a customer contact and point of reference for the Dealerpoint
* Create, maintain and communicate the VOSP service plan to customers as appropriate
* Confirm and agree details of planned visits with customers in advance, including re-plan of any outstanding defects
* Load workshop schedule to maximise capacity utilisation
* Maintain customer contact information on all Operational Systems
* Liaise with Dealer Responsible to ensure all resources are available in advance of scheduled work (labour and parts)
* Ensure all MOT appointments are booked, planned in, and communicated to customers in a timely manner
* Clarify for the customer and the workshop the basis for the repair – Retail/ Warranty/ Contract
* Manage Fusion quotes, repair orders and sales invoices as appropriate
* Manage bookings for courtesy cars
* Actively liaise and co-ordinate between customer and workshop on progress and ensure timely authorization and reporting of all work
* Follow up after vehicle visit to check customer satisfaction and log all correspondence and where needed escalate any concerns from the interaction with the customer so the appropriate action is taken to resolve it and prevent it from occurring
* Promote the benefit & features of Volvo Service Point Online
* Take personal responsibility to ensure customer reception area is maintained to a professional standard
* As CSR we serve as the face of the company and therefore all efforts should be geared towards portraying oneself in line with our values
* Complete the endpoint assessment to become fully competent.
Support and always assist other team members especially during peak hours and holiday cover
* Any other duties that may be reasonably requested by your manager
Where you’ll work
Volvo Truck and Bus
Foxtail Rd,
Ipswich
IP3 9RT
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
LEARNING SKILLS PARTNERSHIP LTD
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.
This apprenticeship is delivered through work based learning, this means that all training is done at the workplace eliminating the need to attend college. The successful candidate will be allocated a tutor who will provide a mixture of interactive online group teaching and 1-1 training monthly.
Requirements
Essential qualifications
GCSE or equivalent in:
* English (grade 4/C and above)
* Math's (grade 4/C and 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
* Problem solving skills
* Administrative skills
* Analytical skills
* Logical
* Team working
* Creative
* Initiative
* Non judgemental