Customer Service L2 Apprentice

Summary

Finishing Touch Cars are looking for a Customer Service Apprentice to join their friendly family run business. Your core responsibility will be to provide a high quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer's own locality.

Annual wage: £13,312 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday to Friday. Exact shifts to be confirmed.
40 hours a week
Possible start date: Thursday 24 October
Duration: 1 Year 3 Months
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

The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation
Your core responsibility will be to provide a high quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer's own locality
These may be one-off or routine contacts and include dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction
You may be the first point of contact and work in any sector or organisation type. Your actions will influence the customer experience and their satisfaction with your organisation
You will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering it to your customers
You provide service in line with the organisation's customer service standards and strategy and within appropriate regulatory requirements
Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media

Where you’ll work

Units 108-109

Middlemore Business Park

Middlemore Road

Smethwick

B66 2EP

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

SANDWELL COLLEGE

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

Customer service practitioner Level 2 apprenticeship standard qualification
Functional Skills in maths and English, if required

Requirements

Essential qualifications

GCSE or equivalent in:

Maths and English (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

Administrative skills
Attention to detail
Communication skills
Customer care skills
Initiative
Organisation skills
Patience
Team working

Other requirements

customer service skills. to be thorough and pay attention to detail. the ability to work well with others. sensitivity and understanding. patience and the ability to remain calm in stressful situations. the ability to accept criticism and work well under pressure. excellent verbal communication skills.

About this company

Finishing Touch Cars is proud to offer one of the UKs most diverse fleet of limousines, wedding cars and chauffeur driven executive cars. Having been established since 1985 the steady growth has been achieved by offering first class service as well as great value for money. We realise how important your special occasion is and our service will ensure it is one you will never forget.

After this apprenticeship

Once you've completed the Apprenticeship, there are several progression routes available, dependant on your industry and job role such as:

Customer Service (Level 3)
Business Administrator (Level 3)

Ask a question

The contact for this apprenticeship is: