Summary
In partnership with Skillnet, Kia have developed a bespoke apprenticeship programme that focuses on education in electrification. Apprentices can obtain the knowledge, skills and behaviours needed to not only become an expert Kia Parts/Service Advisor but also ensure they have a successful career with Kia whilst maximising personal growth.
Annual wage
£13,312 a year
Training course
Customer service specialist (level 3)
Hours
Monday - Friday, 9.00am - 5.00pm. Occasional Saturdays to be confirmed.
40 hours a week
Possible start date
Friday 28 February
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
An exciting opportunity that offers a varied workload.
The apprentice will develop skills in a number of areas, including:
* Safe storage of parts
* Handling, storing and receiving stock, payments, procedures, identifying, sourcing and ordering parts
* Monitoring and solving customer problems/enquiries and processing customer’s orders
* The Parts Advisor Apprentice will be working with both customers and workshop staff, over the phone and face to face, using computerised stock management systems and parts identification programme – ECAT
* A Parts Advisor Apprentice will support the dealership, improve sales and provide excellent customer service
Where you’ll work
383 Milton Road
Cambridge
CB4 1SR
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
SKILLNET LIMITED
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
* Level 3 Customer Service Specialist qualification
Apprentices will be working and will be trained within the dealership and a Skills Coach will visit at least every 28 days as part of a close support network to ensure that apprentices are both enjoying and succeeding in their course.
Apprentices will also attend Kia's state-of-the-art Academy in Derby every 6-8 weeks to receive industry leading training in electrification utilising the makret leading facililities and learning resources provided by the Kia Apprenticeship Team.
Requirements
Essential qualifications
GCSE or equivalent in:
* English and 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
* No skills required
* Full training will be provided