Customer Service Apprentice

Summary

An exciting opportunity has arisen for an enthusiastic individual to join an experienced & talented team within the home improvement industry. As a Customer Service Apprentice with Mike Martin Windows you will be at the forefront of learning in a professional office environment, where you’ll gain & develop your skills & knowledge for the industry.

Annual wage

£12,480 a year

Minimum wage rates (opens in new tab)

Paid weekly or monthly

Training course

Customer service practitioner (level 2)

Hours

Monday to Friday – 8.30am to 4.30pm

37 hours a week

Possible start date

Monday 2 December

Duration

1 Year 3 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

On a day-to-day basis as an apprentice, you will be doing the following:

Handle inbound customer care requests, providing accurate product and service information.
Develop and maintain positive relationships with both colleagues and high-end clients.
Deliver clear and effective communication, both over the phone and digitally (email, messaging).
Provide basic and accurate information in-person, via phone, and email.
Ensure customer records are updated and logged for audits and continuous improvement.
Schedule and manage appointment diaries.
Participate in planning, organising, and contributing to team meetings, projects, and reports.
Complete administrative tasks related to corrective actions and general customer care.
Build sales, marketing, and customer service skills through ongoing training and support.
Perform IT tasks relevant to the organisation's needs.
Maintain a strong understanding of the business's products and services.
Assist with general administrative duties, including data entry and maintaining spreadsheets.

Where you’ll work

Unit 2, Newquay Road Business Park

Newquay Road, St. Columb Road

St. Columb

TR9 6RT

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

GLASS & FENESTRATION TRAINING SOLUTIONS LTD

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

All aspects of your training will be delivered on-site with your employer.
As an apprentice you will receive from your employer 6 hours each week for your off the job training, this included as part of your working weekly hours. Off the job training is there to help with your learning and development of the knowledge, skills and behaviours as part of your apprenticeship standard. Majority of these 6 hours will be spent on site with your mentor learning, along with having time set aside away from your normal day to day working environment for you to complete study time in which will help you with the completion of targets set by your assessor (e.g. workbooks, online learning, research, self-study). You will also have regular site visits every ten to twelve weeks from your designated assessor, who will monitor your progress throughout your apprenticeship program.

More training information

GFTS Ltd. are specialists in qualifications for the Glass, Glazing and Fenestration Industries on a national scale. We pride ourselves on the quality of the training we deliver. At GFTS we emphasise the importance of a ‘Train, Gain & Retain’ attitude to the learning and make every effort to deliver industry recognised qualifications in an effective and bespoke manner. Although our industry specialty is in the delivery of Fenestration Training, our assessors are each skilled in their own specialist discipline.

This apprenticeship is a mentor led qualification based at site. As an apprentice you will learn all practical elements on site with your mentor which will help you develop your Skills and Behaviours as part of the apprenticeship standard.
There is no need for any college days and no additional travel required. Our assessors are able to carry out classroom sessions, observations or site visits every 10-12 weeks to support you through the knowledge elements of the standard in small segments throughout the duration of the apprenticeship, in preparation for End Point Assessment (EPA). Everything for your apprenticeship will need to be completed within your working weekly hours each week in which you will spend 6 hours per a week learning and studying towards your apprenticeship.

Requirements

Desirable qualifications

GCSE in:

Maths & English (grade A*- C / 9 - 4)
Maths & English (grade A*- C)

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
Team working

Other requirements

Please note that interviews may take place before the vacancy close date and the successful applicant may start before the advertised start date.

About this company

Established in 1986 by Mike Martin, we are a family-run business that specializes in the supply and installation of window and door systems throughout Cornwall. After 32 years as a sole trader, in 2018 we became a limited company and have gone from strength to strength without compromising or losing any of our family values. The management and daily running of the business remains a family concern with many family members proud to work within this trusted Cornish company. Now with a workforce of over 20 staff, Mike likes to now enjoy some well-deserved time behind the scenes whilst the team continue to look after the trusted Mike Martin name.

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

Company benefits

Staff events. Free parking.

After this apprenticeship

Potential for the candidate to progress through the company and gain experience within all sectors. The main aim is to bring somebody into the team and for them to develop and become a key team member.
We are looking to invest our knowledge, skills, and time in the right person. This position has the potential to develop into a successful career for the right candidate with the position growing with the company.

Ask a question

The contact for this apprenticeship is:

GLASS & FENESTRATION TRAINING SOLUTIONS LTD

Nick Trevenna

Nick@mikemartinwindows.co.uk

01726 861737

The reference code for this apprenticeship is VAC1000276327.

Apply now

Closes on Friday 29 November

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.

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