Customer Service Apprenticeship

Summary

An excellent opportunity for a confident individual to gain key skills in customer service. In this varied and busy role, you will be assisting with looking after customers before, during and after the sale. You will answer the telephone, take messages and transfer calls as necessary and be the first point of contact for customers.

Annual wage: £11,980.80 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday - Friday 9.00am - 5.00pm.
36 hours a week
Possible start date: Monday 7 October
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

Working as part of a friendly team, you will have a varied role to help the business run smoothly.

You will be trained to support in all the aspects of looking after our customers before, during and after the sale. You will work towards how we use our learned product knowledge to help the customer make the right purchasing decisions. This will involve being able to tailor bespoke deals for the customers in terms of price and services and even source and specially order products exclusively for a customer to suit their needs.

Further responsibilities will include:

To answer the telephone in an appropriate manner and time, take messages and transfer calls as necessary
Be the first point of contact for customers
Monitor and respond to general emails
To undertake training as necessary for the role
To undertake such other duties as may be required within the general scope of the job

Where you’ll work

263 BEACON PARK ROAD

PLYMOUTH

PL2 3JP

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

ACHIEVEMENT TRAINING 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

You will receive specific on-the-job training from the employer in your workplace at Beacon Electrical.

Off-the-job training will be delivered using either weekly classroom sessions delivered at Achievement Training city centres location or you will be work based and will be given time in the working week to study towards the theory element of the programme. You will be working towards the following qualifications:

Level 2 Customer Service Practioner Apprenticeship Standard
Apprentices without Level 2 English and maths (A*-C or 9-4 GSCE) will need to achieve this level before the end of their apprenticeship

You will develop knowledge and understanding of:

Knowing your customers
Understanding the organisation
Meeting regulations and legislation
Systems and resources
Your role and responsibility
Customer experience
Product and service knowledge

Requirements

Desirable qualifications

GCSE or equivalent in:

English (grade C/4)
Maths (grade C/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
Organisation skills
Customer care skills

Other requirements

If you are unsure about applying or have any questions, please feel free to give the team a call on 01752 202269. Here are some tips on applying: https://achievementtraining.com/tips-for-applying-to-an-apprenticeship/ Here are some helpful interview tips: https://nationalcareers.service.gov.uk/careers-advice/interview-advice/interview-advice

About this company

Beacon Electrical was founded in 1976, and is still a local family run business. Originally established as an electrical wholesaler, Beacon has evolved in to a premier retailer selling all aspects of electrical and gas products from light bulbs right through to washing machines and televisions. Service remains the bed rock of our business ethic, we believe in a better standard of service than you will experience from a nationally operated store, once you have experienced our in house service you wont accept anything less. What's more our service doesn't end with your purchase - we provide excellent after-sales and a great choice of expert services to assist you, from delivery to installation. Beacon currently operates 4 Shops in Devon, 2 in Plymouth and 1 in Totnes and 1 in Kingsbridge, our warehousing and distribution depot is also based in Devon. Beacon Electrical are members of Euronics, Europe's biggest independent buying group, which provides us with access to the biggest brands at fantastic prices. We are also able to supply exclusive products and can source most products, even if they are not present in store or on our website!

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

After this apprenticeship

The aim of the apprenticeship with us is to bring the candidate to a level of knowledge and skill that by the end of the course we would be able to confidently offer them a permanent role in the business.

You could also continue on to advanced and higher apprenticeships.

Customer service skills transfer across lots of different jobs and industries.

With experience you could:

Work in other industries like transport, delivery and storage or digital
Become a team leader, training officer or customer services manager
Move into areas of a business like sales or account handling

Ask a question

The contact for this apprenticeship is:

ACHIEVEMENT TRAINING LIMITED

Macie Thirlby

admissions@achievementtraining.com

01752 202269

The reference code for this apprenticeship is VAC1000275107.

Apply now

Closes in 6 days (Monday 23 September at 11:59pm)

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