Apprentice Customer Service Administrator

Summary

Come and join a great team where the role is diverse and there's plenty of opportunity to advance your career. We are proud of our brand and our people, offering recognised training qualifications to help you get even further.

Annual wage: £12,313.60 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday to Friday, 9am to 5pm
37 hours a week
Possible start date: Monday 14 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

Full training will be provided to ensure that you are able to:

- Arrange appointments for our nationwide team of technicians
- Assess customer issues and order parts where necessary to ensure that our technicians are equipped to get things sorted first time
- Maintain accurate and detailed records of customer interactions using our bespoke, in-house systems
- Collaborate with internal teams to ensure prompt resolution of customer concerns.

To be successful in this role, it would be great to have:
- Excellent communication skills, both verbal and written.
- Strong problem-solving and analytical abilities.
- Proficiency in using computerised systems.
- Ability to multitask and prioritize tasks in a fast-paced environment.
- Attention to detail and accuracy in data entry.
- Ability to work independently as well as part of a team.

Where you’ll work

Unit 8 Waterfront Business Park

Brierley Hill

DY5 1LX

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

HALESOWEN 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

The apprentice will be allocated with an assessor who will visit them within the workplace once every 6-8 weeks.

In addition, the apprentice will attend an online tutorial once per month.

Requirements

Essential qualifications

GCSE in:

English (grade C/4)
Maths (grade C/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
Organisation skills
Customer care skills
Problem solving skills
Presentation skills
Administrative skills
Number skills
Team working

About this company

The Emmiera Group is Britain’s leading upholstery, bed, mattress and cabinet furniture repair specialist. We carry out repairs at your home or business, and our specialists visit over 25,000 customers every month.

Company benefits

• Casual dress • Company pension • Free parking

After this apprenticeship

On successful completion of the apprenticeship, there may be a potential permanent position available.

Ask a question

The contact for this apprenticeship is:

HALESOWEN COLLEGE

Maadiyah Hamid

mhamid@halesowen.ac.uk

01216027777

The reference code for this apprenticeship is VAC1000278885.

Apply now

Closes in 14 days (Friday 11 October 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.

Cookies on Find an apprenticeship

Contents