Customer Service Apprentice

Summary

As part of our customer service team, you will have a vital role in establishing exactly what our customers’ need.The role involves a wide variety of tasks, from sourcing interpreters and translators to dealing with police officers and handling phone calls, emails and customer requests.

Annual wage: £16,770 a year
Minimum wage rates (opens in new tab)
Training course: Customer service specialist (level 3)
Hours: Monday - Friday 9am - 5pm with 30 minutes lunch break.
37 hours a week
Possible start date: Tuesday 1 October
Duration: 1 Year 3 Months
Positions available: 2

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

PURPOSE OF JOB

Respond to customers’ requests for interpreters, establishing customer needs then finding a suitably qualified interpreter.
Act as the link between the customer and interpreter to facilitate the provision of a high quality service.
Support interpreters to deliver the service and to help maintain positive relationships.

COMMUNICATES WITH

Cintra’s customers (e.g. health, police, law, local government and business sectors)
Cintra’s interpreters
Cintra’s managers and staff

KEY DUTIES AND RESPONSIBILITIES

Customer Service
Act as the first point of contact to Cintra, responding appropriately to ensure excellent customer service to customers and interpreters.
Bookings Co-ordinator
Take bookings from Cintra’s customers accurately and completely by telephone, fax or e-mail, establishing their needs.
Provide advice and guidance to customers on interpreting assignment issues and the practicalities of face-to-face interpreting.
Where necessary, advise customers of the cost of their booking.
Book appropriately qualified, experienced and cost-effective interpreters for assignments.
Accurately record assignment information on the database.
Confirm bookings with customers and interpreters.
Follow up all bookings changes and issues on a timely basis e.g. cancellations, changes of date and time.
Support and give guidance to interpreters (escalating to senior staff or other departments as appropriate) regarding their assignments or availability for work etc.
Comply with Cintra’s bookings procedures.
At the end of each shift update evening shift staff of any key issues e.g. complaints, non-attendance of an interpreter, difficulties in providing an interpreter etc.
Contact the Duty Manager in cases of major incident e.g. loss of services (due to technical difficulties or employee sickness), high level complaints etc.

Health and Safety

Contribute to the maintenance of a healthy and safe working environment.
Take action to reduce the risk of harm to self and others.
Confidentiality and Data Protection
At all times maintain confidentiality, not disclosing to unauthorised persons matters of a confidential nature, for example information regarding staff, workers, customers or service users, or commercially sensitive information relating to Cintra.
Ensure that confidential information held both physically and electronically is not accessible to unauthorised persons.

Where you’ll work

8 WELLINGTON STREET

CAMBRIDGE

CB1 1HW

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

DERBY BUSINESS COLLEGE 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

In addition to gaining practical experience in the role, you will also attain an NVQ Level 3 Customer Service qualification which will help start your career and give you an insight into the businesses processes and procedures
Our training is all complete remotely via teams with a development coach who will be available for support 24/7
You receive 20% off the job training during this Apprenticeship which is included in your weekly working hours

Requirements

Essential qualifications

GCSE in:

Maths & English (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
Attention to detail
Customer care skills
Administrative skills
Logical
Team working
Initiative
Non judgemental

About this company

Cintra Language Services Group Ltd is a social enterprise which has developed into a leading language services agency providing high-quality interpreting and translation services to the public and private sectors throughout the United Kingdom and internationally.

https://www.cintra.org.uk/ (opens in new tab)

Company benefits

Birthday is not workday, 25 days holiday plus bank holidays, Great working environment, Hybrid working model (future opportunity)

After this apprenticeship

After completion of the apprenticeship based on performance and personal progression, CLSG would offer permanent full-time employment in the bookings department.

Ask a question

The contact for this apprenticeship is:

DERBY BUSINESS COLLEGE LIMITED

Catherine

cat@dbc-training.co.uk

07508821784

The reference code for this apprenticeship is VAC1000272401.

Apply now

Closes in 11 days (Monday 30 September at 11:59pm)

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