Customer Service Apprenticeship Level 3

Fresh Fibre

BIRMINGHAM, B3 1QU

Closes in 17 days (Thursday 3 October)

Posted on 6 August 2024

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Contents

Summary

A fantastic and unique opportunity has arisen for the right candidate to kickstart their career in customer service with a fantastic team and gain the Level 3 Customer Service Specialist Qualification!

Annual wage
£13,845 a year

Minimum wage rates (opens in new tab)

£7.50 per hour

Training course
Customer service specialist (level 3)
Hours
Working hours are 35.5 hours per week working across Monday - Saturday working 5 out of 6 days.

35 hours a week

Possible start date

Monday 7 October

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

  • Managing new customer orders
  • Assisting customers with first stage support and following through to complete solution
  • Handling bother service queries and complaints ensuring a prompt resolution, providing clear explanations and solutions
    handling customer issues such as router problems and WI-FI coverage
  • Dealing with billing enquiries
  • Organising customer installations

Where you’ll work

3-5 ST. PAULS SQUARE

BIRMINGHAM

B3 1QU

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

WOODSPEEN TRAINING 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

    • Customer Service Specialist L3 Standard
    • Functional Skills if required
    • Own in-house training
    • This is a full-time role with training delivered remotely to the workplace

    Requirements

    Desirable qualifications

    GCSE or equivalent in:

    • Maths and English (grade C/4 or equivalent)

    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
    • Organisation skills
    • Customer care skills
    • Problem solving skills
    • Administrative skills
    • Logical
    • Team working
    • Creative
    • Initiative
    • Non judgemental
    • Patience
    • Physical fitness

    About this company

    F&W Networks is building a full fibre network infrastructure that provides access to fast, low latency broadband with accelerated speeds and unrivalled reliability that will optimise your business’ efficiency and productivity FullFibre operates a wholesale only model, working with preferred ISP partners to allow for healthy competition and give the end-user more choice. This approach also ensures that our ISP partners have access to a wider range of revenue-generating build areas

    After this apprenticeship

    Full time employment for the right person.

    Ask a question

    The contact for this apprenticeship is:

    WOODSPEEN TRAINING LIMITED

    April Morten

    april.morten@woodspeentraining.co.uk

    07483178087

    The reference code for this apprenticeship is VAC1000269572.

    Apply now

    Closes in 17 days (Thursday 3 October)

    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.