Northern Skills are recruiting on behalf of Nitelight CIC who are looking for a hardworking, motivated and enthusiastic candidate to join their team. During the course of this apprenticeship, you will be learning the role of a customer service practitioner while also gaining a qualification.
Hours: Monday, Wednesday and Friday, 9.30 to 2.30pm. Tuesday and Thursday, 9.30am to 5.00pm.
30 hours a week
Start Date: Monday 6 January
Duration: 1 year
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 incoming phone calls and addressing enquiries
* Assisting customers in-person, processing orders and payments, and resolving queries
* Managing order processing and fulfilment
* Supporting online sales by uploading and pricing products, packaging and dispatching orders, updating tracking information, and responding to customer queries via email
* Maintaining and updating digital records
* Printing, photocopying, and organising documents
* Taking meeting minutes and notes
* Resolving minor issues as they arise
* Performing various administrative tasks
* Escalating complex issues to senior staff when necessary
* Responding to customer enquiries through phone, email, and web chat
* Providing product and service recommendations
* Processing customer orders and handling payments
* Managing postal responsibilities
* Communicating with trading partners and suppliers
Where you’ll work
Unit 3 & 4, North Road, South Bank, Middlesbrough, TS6 6AA
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
MIDDLESBROUGH 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.
* Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications.
* Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
* 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
Day release at Middlesbrough College.
Requirements
GCSE in:
* Maths and English (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
* Customer care skills
About this company
Nite Light are a Community Interest Company. The hub offers shower, washing machine and dryer facilities as well as a welcoming, affordable cafe and retail space. We run lots of community events and support for those in need and are always looking for volunteers to help out.
After this apprenticeship
Depending on the circumstances of the business, upon completion of the apprenticeship programme there could be a potential employment position available.
The contact for this apprenticeship is:
MIDDLESBROUGH COLLEGE
The reference code for this apprenticeship is VAC1000287401.
Apply now
Closes on Monday 23 December
When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.
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