Summary
Our Customer Services Apprenticeship is designed not only to help us provide the best service to our businesses and residents, but it’ll also help you gain the valuable skills and experience to kick-start your own career.
Annual wage
£21,624 a year
Year 1: National Minimum Wage (currently £11.44 per hour) Year 2: Real living wage
Training course
Customer service practitioner (level 2)
Hours
Monday to Friday, 7.25 hours per day. Shifts between 8:30am - 5:15pm.
36 hours 15 minutes a week
Possible start date
Saturday 1 March
Duration
2 years
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
Throughout this apprenticeship, you’ll learn skills to be customer focused and forward thinking whilst completing a City & Guilds Level 2 Customer Services Apprenticeship
What you’ll be getting up to:
* You’ll be delivering quality services and making a difference to our customers
* You’ll be responding to all types of customer contact including phone and face-to-face as well as supporting other digital contact from our residents.
* Completing an Apprenticeship qualification and gaining experience in a busy customer services setting
Where you’ll work
Chorley Borough
Union Street
Chorley
PR7 1AL
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
RUNSHAW 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
Training will take place within the work place. You'll receive off-the-job training from our team of talenet managers and in-house trainer. A trainer from our provider regularly visits the site to carry out training.
Requirements
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
* Administrative skills
* Team working
* Patience