Customer Service Representative Apprentice

Summary

You will work within the Regional Central Planning Team. As a CSR Apprentice, you will be responsible for working towards providing support to the Dealers in Planning and Vehicle Scheduling in accordance with DVSA rules and regulations, thus ensuring that customer expectations are always managed with regards to their compliance.

Annual wage: £21,000 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Days and shifts are TBC.
37 hours a week
Possible start date: Monday 28 October
Duration: 1 Year 4 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

What will you be doing?

Be a customer contact and point of reference for the Dealerpoint
Create, maintain and communicate the VOSP service plan to customers as appropriate
Confirm and agree details of planned visits with customers in advance, including re-plan of any outstanding defects
Load workshop schedule to maximise capacity utilisation
Maintain customer contact information on all Operational Systems
Liaise with Dealer Responsible to ensure all resources are available in advance of scheduled work (labour and parts)
Ensure all MOT appointments are booked, planned in, and communicated to customers in a timely manner
Clarify for the customer and the workshop the basis for the repair – Retail/ Warranty/ Contract
Manage Fusion quotes, repair orders and sales invoices as appropriate
Manage bookings for courtesy cars
Actively liaise and co-ordinate between customer and workshop on progress and ensure timely authorization and reporting of all work
Follow up after vehicle visit to check customer satisfaction and log all correspondence and where needed escalate any concerns from the interaction with the customer so the appropriate action is taken to resolve it and prevent it from occurring
Promote the benefit & features of Volvo Service Point Online
Take personal responsibility to ensure customer reception area is maintained to a professional standard
As CSR we serve as the face of the company and therefore all efforts should be geared towards portraying oneself in line with our values
Complete the endpoint assessment to become fully competent.
Support and always assist other team members especially during peak hours and holiday cover
Any other duties that may be reasonably requested by your manager

Where you’ll work

Kenneth Way

MK45 3PD

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

LEARNING SKILLS PARTNERSHIP 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

Level 2 Customer Service Practitioner.

This apprenticeship is delivered through work based learning, this means that all training is done at the workplace eliminating the need to attend college. The successful candidate will be allocated a tutor who will provide a mixture of interactive online group teaching and 1-1 training monthly.

Requirements

Essential qualifications

GCSE or equivalent in:

English (grade 4/C and above)
Math's (grade 4/C and 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
Organisation skills
Customer care skills
Problem solving skills
Administrative skills
Analytical skills
Logical
Team working
Creative
Initiative
Non judgemental

About this company

Here at Volvo, we pride ourselves on product innovation and excellence. We provide a commitment to our customers that they will always receive second to none service levels – to do this we must ensure that our people are trained to the highest possible standards. A successful business demands a skilled workforce to improve its bottom line. A skilled workforce demands training and knowledge. That is why we created the Volvo Apprenticeship Programme. We provide all our apprentices with the skills needed to become fully qualified and competent individuals with a secure vocation at Volvo. A Volvo trained apprentice will become a top class asset to our business for years to come, we like to invest well into our future.

https://www.dealer.volvotrucks.co.uk/vtbc-southandeast/en-gb/about-us/careers/apprenticeshipsprogram (opens in new tab)

After this apprenticeship

There are excellent opportunities for progression within the company, with a strong focus on continued learning and personal development.

Ask a question

The contact for this apprenticeship is:

LEARNING SKILLS PARTNERSHIP LTD

Holly Parkinson

Holly.Parkinson@lsprecruit.com

07432840539

The reference code for this apprenticeship is VAC1000277445.

Apply now

Closes in 23 days (Monday 21 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.

After signing in, you’ll apply for this apprenticeship on the company's website.

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