Summary
Would you like to work for a successful national organisation, providing logistics solutions, where every day is different? If you have a positive attitude and can show initiative we would love to have you as a valued member of our team. Develop problem solving and decision making skills, whilst becoming an integral and valued member of the team.
Wage
£14,722.50 a year
Potential to earn an office bonus dependent on office sales. Occasional office competitions/prizes for meals out or office lunch etc
Training course
Customer service specialist (level 3)
Hours
Monday - Friday, 9.00am - 5.00pm or 8.00am - 4.00pm (once fully trained) There is an on call rota which will include you working one evening per week and one weekend per month (from home.) This will start once fully trained - normally after 6 months,
37 hours 30 minutes a week
Possible start date
Monday 7 April
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
Our Customer Service Advisors are an integral part of our business as they are the first contact our customers have with us.
Duties will include:
* You will assist with new bookings, custmer queries and complaints
* Recieve order over the telephone and email and input into company computer systems
* Problem solve and find solutions to problems
* Communicate effectively and professionally with staff and customers
* Have a confident telephone manner
* Respond to emails and queries in a timely manner
* Learn to use a variety of computer systems
* Learn about all aspects on the business, work closely with the operations and new business team to ensure customer satisfaction
Where you’ll work
PURE OFFICES OFFICE S20
KESTREL COURT
HARBOUR ROAD
PORTISHEAD
BS20 7AN
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
BLUE SKY ASSESSING & CONSULTANCY LTD
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
Customer Service Specialist Level 3 Apprenticeship Standard:
* 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 (6 hours per week)
* All training will take place online from the office
More training information
* The training programme is delivered 100% online, learning sessions are delivered live, in real time using Teams and Zoom meaning you can learn from our modern office in Portishead
Requirements
Desirable qualifications
GCSE in:
* English (grade Grade 4)
* Maths (grade 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
* Team working
* Initiative
* Patience
Other requirements
Work from our modern office in Portishead with great local facilities.