Customer Service Practitioner Level 2 - Apprentice

ROSES PROFESSIONAL BUILDING SERVICES LTD

Croydon, CR9 2ER

Closes on Thursday 31 October

Posted on 28 August 2024

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Contents

Summary

We are seeking a motivated and enthusiastic Customer Service Apprentice to join our team. The successful candidate will play a crucial role in ensuring efficient communication between our company and client. You will be liaising with housing providers, raising invoices, and managing account records.

Annual wage
£13,312 a year

Minimum wage rates (opens in new tab)

The 1st year will be paid at the apprenticeship wage plus a quarterly bonus. After the year the salary will be reviewed based on government law and staff performance.

Training course
Customer service practitioner (level 2)
Hours
The apprenticeship could last up to 17 months, however if applied it can be done in 12 months at a minimum. This role will be Monday - Friday, 8.00am - 5.00pm.

40 hours a week

Possible start date

Friday 1 November

Duration

1 Year 5 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

Appointment Booking:

  • Schedule appointments with tenants for property maintenance and repair works
  • Confirm appointment details and ensure tenants are informed of the schedule and any preparations needed
  • Reschedule appointments as necessary and keep all parties updated on changes

Liaison with Housing Providers:

  • Communicate effectively with housing providers to coordinate property works
  • Address any issues or concerns raised by housing providers promptly and professionally
  • Maintain a positive working relationship with housing providers to ensure smooth operations

Invoice Management:

  • Prepare and raise invoices for completed works accurately and in a timely manner
  • Ensure all invoice details are correct and comply with company standards
  • Follow up on outstanding invoices and manage records of payments received

Account Record Management:

  • Maintain accurate records of all appointments, communications, and transactions
  • Update account records regularly and ensure all information is kept confidential
  • Use company systems to manage and track account information efficiently

Performance and KPI Management:

  • Meet and exceed performance targets and KPIs set by the Customer Service Manager
  • Contribute to the continuous improvement of customer service processes
  • Participate in regular performance reviews and training sessions

Where you’ll work

The Lansdowne Building

2 Lansdowne Rd

Croydon

CR9 2ER

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

CT SKILLS LIMITED

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:

    Skills and Qualifications gained from this course:

    • Communication skills
    • Microsoft 365 training
    • Level 2 NVQ Certificate in Customer Service

    Benefits of this programme include:

    • Flexible online delivery
    • Qualification accredited by OCR
    • Portfolio-based assessments
    • Study at your own pace
    • Functional Skills in maths and English, if required.

    Requirements

    Desirable qualifications

    GCSE or equivalent in:

    • Communication skills and IT skills, (grade 4)
    • GCSE or equivalent english and 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
    • Customer care skills
    • Problem solving skills
    • Administrative skills
    • Team working
    • Initiative
    • Non judgemental
    • Patience

    About this company

    Roses Professional Building Services Ltd is an independent company of RICS Surveyors in Leeds, London and Hampshire. We are a team of professionals who are experienced experts in housing and property law and surveying. Our team will provide specialised and tailor-made services to our commercial or residential client concerning the property. Any advice we provide is in accordance with RICS’s regulations, Building regulations, planning legislation and other local controls.

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

    After this apprenticeship

    • An apprenticeship allows you to earn a wage, gain valuable work experience and industry specific competence
    • Potential for full time employment on successful completion of the apprenticeship
    • Transferable skills that are invaluable in the wider world of work

    Ask a question

    The contact for this apprenticeship is:

    CT SKILLS LIMITED

    hr@rpbsltd.co.uk

    The reference code for this apprenticeship is VAC1000273386.

    Apply now

    Closes on Thursday 31 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.