Customer Experience Specialist Apprentice

LIGHTWAVERF TECHNOLOGY LIMITED

Aldridge, WS9 9AA

Closes in 7 days (Monday 30 September at 11:59pm)

Posted on 10 September 2024

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Summary

Are you chatty? Do you love to talk to people? Then this one is definitely for you! This is an exciting opportunity to join our busy and supportive team as an apprentice customer experience specialist. You'll be an integral part of our customer service team providing high quality assistance, resolutions, and service to our customers.

Annual wage
£13,650 a year

Minimum wage rates (opens in new tab)

£7 per hour, plus the opportunity to earn an additional £2400 through objective based achievements and sales opportunities.

Training course
Customer service practitioner (level 2)
Hours
Monday to Friday 9.00am - 5.00pm 30 minutes for lunch

37 hours a week

Possible start date

Tuesday 1 October

Duration

1 Year

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

  • Troubleshoot and resolve hardware and software issues related to smart home products
  • Collaborate with cross-functional teams to escalate complex issues and ensure prompt resolution
  • Answer inbound phone calls promptly and professionally, addressing customer queries and issues
  • Respond to customer support tickets in a timely and efficient manner
  • Organise and coordinate returns for customers with faulty items
  • Update the Customer Relationship Management (CRM) system with relevant and accurate information
  • Assist other departments during quieter periods
  • Maintain a high level of product knowledge and stay up-to-date with new product releases and features
  • Provide feedback to the product development team on potential product improvements based on customer interactions

Where you’ll work

Unit 1A Coppice Lane

Aldridge

WS9 9AA

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 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

    • In addition to gaining practical experience in the role, you will also attain an NVQ 2 Customer Service qualification which will help start your career and give you an insight into the business processes and procedures
    • Our training is delivered both face to face and 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:

    • 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
    • Team working
    • Initiative
    • Work independently
    • Strong problem solving skills
    • Chatty and loves talking!

    Other requirements

    Benefits:•Comprehensive training provided, with access to further qualifications such as electrical certifications. •Strong career progression opportunities. •Free smart home starter kit for your own house. •Employee discount on products. •Free on-site parking available. •A supportive and collaborative work environment. •On-site kitchen facilities

    About this company

    LightwaveRF is a pioneer of the smart home technology sector and developed the first internet enabled devices in 2008. The Company’s market leading proprietary Internet of Things (“IoT”) platform, together with its applications and connected devices, provides its customers with fully integrated remote control and monitoring of light, heat, power and security.

    https://lightwaverf.com/ (opens in new tab)

    After this apprenticeship

    • Electrical certifications, sales progression route, software development progression route.

    Ask a question

    The contact for this apprenticeship is:

    DERBY BUSINESS COLLEGE LIMITED

    Heather Duffield

    heather@dbc-training.co.uk

    07375919487

    The reference code for this apprenticeship is VAC1000276036.

    Apply now

    Closes in 7 days (Monday 30 September at 11:59pm)

    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.