Senior Service Advisor Apprenticeship

Summary

Working in an exciting and busy environment. The Apprentice will train in a number of areas including improving customer relations, monitoring and dealing with customer problems. You will work towards a level 3 Customer Service Practitioner apprenticeship.

Annual wage: £13,312 a year
Minimum wage rates (opens in new tab)
Training course: Customer service specialist (level 3)
Hours: Monday to Friday 9am to 5pm, shifts, may work evenings and weekends.
40 hours a week
Possible start date: Sunday 27 October
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

Working in an exciting and busy environment the Customer Service Advisor Apprentice will be the front-line support for the busy service department.

The Apprentice will keep in close contact with the management staff at the dealership to update them on current customer affairs and relations.

The apprentice’s role will include the following:

Dealing with customers both face to face and by telephone
To process and solve customer service complaints
Look to promote continuous improvement in customer service

Where you’ll work

THE MOTOR HOUSE

STATION ROAD

PINVIN

PERSHORE

WR10 2DJ

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

SKILLNET 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

Apprentices will be working and will be trained within the dealership and an advisor will visit at least every 4-6 weeks as part of a close support network to ensure that Apprentices are both enjoying and succeeding in their course.

Requirements

Essential qualifications

GCSE in:

English and Math's (grade 4/C or above)

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
Problem solving skills
Administrative skills
Number skills
Team working
Non judgemental
Patience

About this company

P.J. Nicholls Ltd. was established in 1984 by Philip Nicholls as a Ford Dealer in Pinvin, Pershore. The company remains family owned and run with Phil's two sons, Tom and Adam, managing the business. Since 1984 the company has expanded across the Three Counties with branches at Pershore, Tewkesbury, Evesham, Malvern and Ledbury. There are three core areas to the company all underpinned by our "Family Values in Business" philosophy : Car and Commercial Vehicle Sales We are authorised sales agents for New Ford and New SsangYong vehicles aswell as being Motability accredited and licensed Blackhorse credit brokers. We offer for sale upto 200 quality cars and commercials (inc. vans, pick ups and minibuses) and offer free nationwide delivery to all customers. Car and Commercial Vehicle Aftersales We are service and warranty repair agents for Ford and SsangYong. We are Dunlop and Goodyear Accredited at our HiQ Centre in Malvern. We service, MOT and repair all makes and all ages of vehicles. We offer free collection and delivery and have loan cars, vans, pick ups and minibuses available to customers in our drive to keep our customers on the road. Fuel Forecourts and Spar Shops We are proud to represent the Gulf Fuel brand together on all our forecourts dispensing high quality petrol and diesel at very competitive prices together with our Spar shops selling local and national produce. We strive for excellence in customer service and have a policy of pricing fairly, transparently and very competitively whether you are buying a new or used vehicle, booking a service or MOT or filling your tank up and buying a sandwich. We are at the heart of our local communities, sponsoring clubs, teams and charities and you will be served by a colleague living and working locally and who wants to give their very best to you. Our "Family Values in Business" underpinnings have been extended nationally and we welcome all enquiries and all customers from across the U.K. with the knowledge you are dealing with a company that puts their customers first and that you can put your trust in. As the U.K. comes out of a period of national upheaval we remain committed to our colleagues and our current and future customers as we look forward to the next 37 years together.

https://www.pjnicholls.com/ (opens in new tab)

After this apprenticeship

A full-time career within the automotive industry with many opportunities to progress to positions of authority within the dealership. Future prospects are endless.

By having a highly regarded set of skills, Apprentices can go on to develop their career within any other areas of commerce they may be interested in.

Ask a question

The contact for this apprenticeship is:

SKILLNET LIMITED

Shannon Brownsell

shannon.brownsell@skillnet.org.uk

01923969055

The reference code for this apprenticeship is VAC1000276802.

Apply now

Closes in 31 days (Monday 21 October at 11:59pm)

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