Summary
We are looking for a proactive and positive person, one that can show enthusiasm for food, cooking and great customer service. With this role we will develop your skills in many areas of business with a strong focus on Customer Service, Business Administration, Sales and Office Organisation.
Wage
£15,600 a year
Training course
Customer service practitioner (level 2)
Hours
Monday - Friday, 9.00am - 5.00pm
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
* Customer Service to Retail Customers
* Customer Service to Consumers
* Communication to Retail Customers - sending out information via email and/or physical mail
* Communication to Sales Manager - compiling and reporting feedback from Retail Customers and Consumers
* Sales Orders
* Sales Support to the Sales Manager
* Sales Support to Retail Customers
* Delivery tracking - “Where is my delivery?”
* Returns - Processing efficiently with a fast turnaround for fault identification and replacement
* Returns - Communication with Suppliers
* Diary management when dealing with issues and ensuring the customer is happy with the service that we have offered.
* Consumer leaflets control and process
* Catalogues ordering and processing
* Understanding the Promotions
* Understanding our Brands
* Clerical Work
* Managing the products and orders for the ilovehaus e-commerce platform and assembling clearance lines
* Organisational skills
Alongside your apprenticeship training we will also educate and train you on the principles of our accounts system, the internet and social media feeds and various other communication channels.
Where you’ll work
UNIT 13-14
CRABTREE CLOSE
FENTON INDUSTRIAL ESTATE
STOKE ON TRENT
ST4 2SW
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
NEWCASTLE AND STAFFORD COLLEGES GROUP
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 Level 2 Apprenticeship Standard
* 20% off the job training
Requirements
Essential qualifications
GCSE or equivalent in:
* English (grade 4/C or above)
* Maths (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
* IT skills
* Attention to detail
* Organisation skills
* Administrative skills
* Analytical skills
* Team working
* Creative
* Initiative