Customer Service and Order Processor Apprentice

Summary

Join our dynamic team at Neo Direct, a leading online retail company specialising in home and garden products. We're currently seeking a motivated and enthusiastic individual to join us as a Customer Service and Order Processor Apprentice. This role offers a unique opportunity to gain experience while working in a fast-paced e-commerce environment.

Annual wage: £17,888 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday to Friday 07:30 - 16:00. Requirement to work some Saturdays (1 in every 5) but this will not happen until full training has been provided (estimated 3 months). When a Saturday is worked you have a full Friday off the following week.
40 hours a week
Possible start date: Friday 20 September
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

As part of our team, you'll receive comprehensive training both in our warehouse and office environments, with the potential for a full-time position upon successful completion of the apprenticeship.

Typical duties will include:

Dealing with customers queries via email and phone
Problem solving with customers to resolve issues
Ability to use specialised stock control and email systems upon inhouse training (Linnworks experience very beneficial)
Meeting daily deadlines for email queries
Help print orders and book in mail, couriers and pallets
Chase shipments with courier companies on the phone and online to assist customer queries
Use Deal Websites, eBay, Amazon, B&Q, Debenhams, The Range and web store environments to track and resolve customer enquiries
Communicate with warehouse about any order processing or replacement requirements
Gain an understanding of products sold to answer customer queries effectively
Identify and low stock issues and communicate with customers and your team
Experience dealing with complaints in a professional manner
Upselling and ‘closing’ bulk volume sales
Processing orders accurately
Collate and analyse performance metrics
Maintain customer records
Monitor, measure and resolve customer feedback, reviews and satisfaction scores
Act on the feedback received by making necessary improvements to your products, services, or processes
Communicate any changes made as a result of customer feedback to show customers that their input is valued

Where you’ll work

Unit 1a Darnall Works

Butterley Street

Leeds

LS10 1AW

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

LUMINATE EDUCATION 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

Course information:

During your apprenticeship you will be enrolled at Leeds City College (School of Business) and will complete the following programme:

Level 2 Customer Service Practitioner Apprenticeship Standard:

This programme will allow the apprentice to develop their skills, knowledge and behaviours through the practical period at college as well as in the workplace doing on-the-job training. The broad purpose of the occupation is to provide a high-quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer’s own locality. These may be one-off or routine contacts and include dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction. You may be the first point of contact and work in any sector or organisation type.

Functional skills if requiree.

Duration & start date:

This is a 15-month apprenticeship (12 months for the practical period which includes the day release at college and 3 months for the end-point assessment).

Requirements

Desirable qualifications

GCSE or equivalent in:

English (grade 4 or above)
Maths (grade 4 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

Attention to detail
Reliable
Trustworthy
helpful and friendly
Confident
'Can do' person
Able to use Initiative
Helpful and friendly

Other requirements

Additional skills that would be beneficial for the role: • IT Literate, Email / Word Processing • Good Communication skills • Good Listening • Good at working in a Team • Good at Problem solving skills • Ability to use initiative • Organised

About this company

We are an e-commerce enterprise headquartered in Leeds, operating with offices and warehousing facilities. Our niche lies in providing a wide array of home and garden products through mail order, both under our proprietary brand and via white-label solutions, catering to customers across the UK and Europe. Currently, we are witnessing substantial year-over-year growth and actively expanding our operations.

https://neodirect.com (opens in new tab)

After this apprenticeship

Career prospects post-apprenticeship include advancing into Product Management roles, focusing on researching, sourcing and launching new products to market.

Ask a question

The contact for this apprenticeship is:

LUMINATE EDUCATION GROUP

Leeds City College Apprenticeship Team

apprenticeships@leedscitycollege.ac.uk

0113 284 6464

The reference code for this apprenticeship is VAC1000252887.

Apply now

Closes in 5 days (Friday 13 September at 11:59pm)

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