Apprentice Customer Service Advisor

Summary

If you care about helping people this role will enable you to play a pivotal role in helping individuals with mobility needs. Help our customers by providing exceptional service, good advice and support. You will assist in customer viewings and demonstrations, guide customers in choosing the right mobility products, and offer after-sales support.

Annual wage

£12,480 a year

Minimum wage rates (opens in new tab)

Regular wage reviews will be offered.

Training course

Customer service specialist (level 3)

Hours

Monday - Friday: 9.00am - 5.30pm. Includes 20% paid time for training (1-hour unpaid lunch break).

37 hours a week

Possible start date

Friday 8 November

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

This role provides an excellent opportunity for personal and professional growth, with comprehensive training and a chance to be part of a dynamic and caring team.

Key Responsibilities

Work closely with customers to help them choose suitable mobility products
Receive comprehensive training to become knowledgeable about the range of products offered
Conduct courtesy calls to recent purchasers to ensure their satisfaction with products and services
Address any post purchase enquiries or concerns, demonstrating a caring and empathetic approach
Complete essential administrative tasks to support customer interactions
Set up customer insurance as required and schedule service appointments when necessary
Maintain accurate and organised records of customer interactions and transactions
Collaborate with the team to ensure the showroom is well-organised, clean, and inviting for customer viewings and demonstrations
Assist in marketing using product placement and signage to best advantage

Where you’ll work

4-5 The Forum

Sittingbourne

ME10 3DL

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

KENT COUNTY COUNCIL

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

Customer Service Specialist Level 3 Apprenticeship Standard
On the job training with the employer whilst working towards the Apprenticeship Standard
Regular work-based assessments/observations carried out by Kent Training & Apprenticeships Tutor Assessor, to determine competency and meet Awarding Body standards

Requirements

Essential qualifications

GCSE or equivalent in:

English (grade 9-4 (A*-C))
Maths (grade 9-4 (A*-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
Attention to detail
Customer care skills
Problem solving skills
Administrative skills
Team working
Initiative
Non judgemental
Patience
Ambitious
Commitment
Willingness to learn
Reliable
Positive attitude
Respectful

Other requirements

Interview - We will be interviewing candidates who meet the criteria as they apply and will recruit after a successful interview which may be before the closing date. Reality Check - You will be responsible for your travel expenses to and from your place of work. Therefore, you must have the means to get to your place of work daily whilst waiting for your first wages to be paid. Please note - The role will be based in our Sittingbourne store. Ability to be flexible to provide cover if needed between at least 1 other store would be a significant advantage.

About this company

Ability Plus are a customer focused company that supply, install and repair a large range of mobility products. They pride themselves on their customer service and ;product knowledge. The company has multiple stores across Kent, including Medway, Dartford, Herne Bay and Sittingbourne. The company offers good career progression and opportunities for the ambitious candidate.

https://www.ability-plus.co.uk/ (opens in new tab)

After this apprenticeship

Potential for full-time employment for the right candidate
Many employers retain apprentices in full/part-time positions
The qualifications you gain can also help you to get into higher education or other employment
Being an apprentice gives you the opportunity to gain a recognised qualification and develop professional skills whilst earning a salary, inside some of Kent’s best companies
Once the Apprenticeship has been achieved you will have the skills, abilities, and experience to update and enhance your CV, to make it attractive to potential employers

Ask a question

The contact for this apprenticeship is:

KENT COUNTY COUNCIL

Kent Training and Apprenticeships Business Support Team

KT&A@kent.gov.uk

0800 731 4297

The reference code for this apprenticeship is VAC1000254244.

Apply now

Closes on Wednesday 30 October

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After signing in, you’ll apply for this apprenticeship on the company's website.

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