Customer Care Adviser Apprentice

GREY MATTER LEARNING LIMITED

Newbury, RG14 5SJ

Closes in 8 days (Monday 16 September at 11:59pm)

Posted on 24 May 2024

Print

Contents

Summary

A fantastic chance to join a friendly, supportive company who champion training, in their customer care team! Providing first line customer support for our online learning platform 'Click', including support with forgotten passwords, course information, system advice, new customer setups, trouble shooting and logging technical queries.

Annual wage
£18,500 a year

Minimum wage rates (opens in new tab)

There will be a salary review at the end of the probationary period.

Training course
Customer service practitioner (level 2)
Hours
Monday to Friday, 8.30am - 5.00pm / 9.00am - 5.30pm

37 hours a week

Possible start date

Tuesday 17 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

  • Providing first line customer support for our online learning platform Click, including support with forgotten passwords, course information, system advice, new customer setups, trouble shooting and logging technical queries.
  • Provide first line support for all other enquiries to the business, including logging sales and finance enquiries and passing to the correct department
  • Log all enquiries through the ticketing system and respond within a timely manner
  • Use the telephone, email, web chat, messaging board and online meetings to interact with customers and colleagues in a professional, friendly and supportive manner
  • Ensure customer data and interactions are recorded accurately on our systems
  • Research customer details online and update our customer data as needed
  • Support the Customer Engagement team to respond to initial sales enquiries
  • Support the Content Team by providing customer feedback, testing new courses and logging content enquiries
  • Undertaking research, data cleansing and support the team to gain customer/market insight
  • Understand our products and customers along with the Social Care and wider sectors we operate in
  • Provide exceptional customer service with enthusiasm, passion and commitment to helping our customers, colleagues and everyone we interact with
  • Undertaking any general office task that supports the smooth running of the business

Where you’ll work

Unit 32B

Kingfisher Court

Newbury

RG14 5SJ

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

WEST BERKSHIRE TRAINING CONSORTIUM

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

    • The apprentice will work toward the Level 2 Customer Service Practitioner Standard
    • You would attend training at WBTC one day a month and have 1-1 training and review meetings
    • Functional skills maths and English would be delivered remotely if required

    Requirements

    Desirable qualifications

    GCSE or equivalent in:

    • English (grade 4 /C)
    • IT (grade 4 or C)
    • maths (grade 4 or C)

    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
    • Customer care skills

    Other requirements

    If you are currently sitting exams please use your predicted grades on your application.

    About this company

    Grey Matter Learning is a leading provider of online learning solutions, specialising in the social care sector. Our innovative platform, Click, offers a wide range of courses designed to enhance knowledge and skills within the care industry. Committed to delivering excellence, we pride ourselves on providing exceptional customer service to our users.

    https://greymatterlearning.co.uk/ (opens in new tab)

    After this apprenticeship

    • On-going training and personal development are encouraged

    Ask a question

    The contact for this apprenticeship is:

    WEST BERKSHIRE TRAINING CONSORTIUM

    Rachel Eaves

    rachel@wbtc-uk.com

    07922 426414

    The reference code for this apprenticeship is VAC1000253262.

    Apply now

    Closes in 8 days (Monday 16 September at 11:59pm)

    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.