Customer Service Apprentice

Summary

We are a busy and vibrant firm, and are looking for a Customer Service Apprentice to join the Administration Team. This role includes day to day administration support and maintaining customer relationships though communication. Our Customer Service position requires a confident telephone manner and excellent team working skills.

Annual wage: £11,648 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Year 1 – 9.00am to 5.00pm. Year 2 – 8.00am to 5.00pm. Days to be confirmed.
35 hours a week
Possible start date: Monday 30 September
Duration: 1 Year
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 customer service apprenticeship will involve building long term relationships with new and existing customers and colleagues, this will be achieved by effective communication via telephone and email conversations, with a particular focus on telephone communication.

You will be required to:

Analyse customer needs and provide appropriate solutions or recommendations.
Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations to achieve positive engagement and delivery, by keeping clients updated with ongoing progress pictures.
Maintain customer records and update information as needed, which will be implemented using IT software.
Follow company policies and procedures to ensure customer satisfaction.
Know the organisation’s core values and how they link to the service culture.
Know the internal policies and procedures, including any complaints processes and digital media policies that are relevant to you and your organisation.
Dealing with customers in a calm, friendly and patient manner.

Your job role will entail:

Answering incoming calls and passing to the appropriate department.
Booking in site visits and updating staff calendars.
Programming works and contacting clients to arrange.
Having good organisational skills, to enable you to meet required deadlines and being able to prioritise your work load.
You will learn to work effectively as part of a team as well as on own initiative, developing excellent communication skills.
Identify existing administrative methods and suggest improved methodology and implement when agreeable.

You will also develop skills by providing administrative support, including:

Preparing, populating and sending customer reports.
Proofing and sending quotations.
Production of site files, with critical safety information.
Accurate records and filing.

Where you’ll work

NULL KELLAW ROAD

DARLINGTON

COUNTY DURHAM

DL1 4YA

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

EAST DURHAM COLLEGE

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

Level 2 Customer Service Practitioner Apprenticeship Standard
Maths and English Functional Skills if required - if not required, Maths and English upskill will still be provided but you do not need to sit an exam.
Preparation for End Point Assessment.
Training schedule has yet to be agreed. Details will be made available at a later date.

Requirements

Desirable qualifications

GCSE or equivalent in:

English (grade 4 / C and above)
Maths (grade 4 / C and 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

Communication skills
IT skills
Attention to detail
Organisation skills
Customer care skills
Administrative skills

Other requirements

Previous apprentices for Stone Technical still work for the company and have promoted into management roles. There is definitely long term career opportunities within the business for the right candidate.

About this company

Stone Technical Services Group Ltd are specialist providers of project solutions in the heritage, restoration and conservation sectors.

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

After this apprenticeship

Previous apprentices for Stone Technical still work for the company and have promoted into management roles. There is definitely long term career opportunities within the business for the right candidate.

Ask a question

The contact for this apprenticeship is:

EAST DURHAM COLLEGE

Emma Norbury

emma.norbury@eastdurham.ac.uk

0191 5185587

The reference code for this apprenticeship is VAC1000271465.

Apply now

Closes in 4 days (Monday 23 September at 11:59pm)

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