Summary
Potential to make a big difference within the business. Working with new and existing employers & playing a huge role in the day-to-day duties of the business.
Wage
£11,648 a year
Minimum salary for apprentices plus commission
Training course
Customer service practitioner (level 2)
Hours
Monday to Friday, 9.30am to 4.30pm
35 hours a week
Possible start date
Monday 3 March
Duration
1 year 2 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
* Making and answering calls
* Sending emails
* Speaking with new & existing employers
* Tracking data
* Point of contact for any incoming calls
Where you’ll work
Balin Distribution Centre
Harvey Road
Basildon
Essex
SS13 1YY
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
CHELMSFORD 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
* 6 hours off the job training per week
* Training to be delivered by work based tutor on a 1:1 basis online and in the workpace
Requirements
Essential qualifications
GCSE in:
* English and maths (grade 9-3 or equivalent)
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
* Customer care skills
* Administrative skills