Customer Experience Specialist Service Advisor Apprentice

Summary

As a Customer Experience Specialist Service Advisor Apprentice apprentice, you will develop first-class customer service skills including understanding customer needs and business needs, critically evaluating customer service levels, and implementing changes to improve the customer journey and using appropriate resources and technology.

Annual wage: £13,312 a year
Minimum wage rates (opens in new tab)
Training course: Customer service specialist (level 3)
Hours: To be confirmed by the employer.
40 hours a week
Possible start date: Wednesday 2 October
Duration: 3 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

The role of a Customer Experience Specialist Service Advisor Apprentice expert:

Understanding your customers and the business
Developing knowledge of relevant regulations and legislation
Using appropriate resources and technology to meet the needs of customers
Keeping up to date with the most recent product information
Resolving challenges
Understanding the extended customer journey
Understanding how to apply different skills and behaviours in various different situations
Developing insights into customer behaviour including influencing factors such as loyalty, emotion and culture
Apply knowledge and skills to find solutions to complex challenges
Analyse service levels and develop options for improvement

Where you’ll work

1 Ashworth Rd

Blackpool

FY4 5LP

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

MERCEDES-BENZ CARS UK 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

Working towards a level 3 apprenticeship as a Customer Experience Specialist Service Advisor Apprentice you will learn the key principles, practices and skills that underpin the role before further developing and applying your skills in more complex situations.

Training is delivered at the state of the art Mercedes-Benz Apprentice Academy in Milton Keynes, via a block release programme.

If you have an apt for practical work, like to work independently but at the same time operate as a member of a team and offer good customer handling skills then this could be the role for you!

Requirements

Desirable qualifications

GCSE or equivalent in:

English (grade 4)
Maths (grade 4)

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
Problem solving skills
Number skills
Analytical skills
Logical
Team working
Initiative
Patience

Other requirements

Please ensure that you have the ability to travel to the place of employment daily and consider this in relation to potential wages. Apprentices are paid for their normal working hours and training that's part of their apprenticeship (usually one day per week). Salary will be at least apprentice national minimum wage.

About this company

Mercedes-Benz is a globally recognised company whose range includes some of the most valuable brands in the automotive industry.

http://www.mercedes-benztraining.co.uk/apprenticeships (opens in new tab)

After this apprenticeship

Completing an apprenticeship is just the start of your career at Mercedes-Benz. Examples of some career paths our graduates have taken are:

Customer Support Executive
Front of House - Brand Representative
Customer Service expert leading to after sales, service advisor or parts advisor

Ask a question

The contact for this apprenticeship is:

MERCEDES-BENZ CARS UK LIMITED

apprentice_recruitment@mercedes-benz.com

01908301496

The reference code for this apprenticeship is VAC1000259968.

Apply now

Closes in 11 days (Monday 30 September)

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.

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

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