Customer Service Specialist Apprentice

Summary

This is a fantastic opportunity for a hardworking, reliable apprentice to join our family business, founded in 1988 specialising in decorative aggregates and horticultural landscaping goods, to provide high-quality service and support to our customers, whilst working towards an Advanced Level 3 Customer Specialist qualification.

Annual wage

£14,144 a year

Minimum wage rates (opens in new tab)

Salary may increase up to £16,000 depending on age.experience

Training course

Customer service specialist (level 3)

Hours

Monday - Friday, 8.00am - 5.00pm - 30 mins lunch break.

42 hours a week

Possible start date

Monday 28 October

Duration

1 Year 2 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 with us as a Customer Service Specialist apprentice, you will play a key part in the success of our business by contributing to helping maintain a high standard of service. For the right apprentice, this role will lead to a permanent position.

The role will include various customer service duties with the aim of developing and having more responsibility during your apprenticeship:

Customer Service Calls - inbound and outbound
Handle a range of customer enquiries via telephone
Handle a range of customer enquiries via email
Product ordering
Liaising with customers after orders are placed
Manage customer expectations and provide excellent levels of customer service
General office administration and use of Microsoft packages, such as; Outlook, Excel and Word
Working with our CRM system
Work within the team to add value to our service to maintain our high customer service standards
Data checking and inputting
Assisting all members of the team as and when required
Ensuring that the Policies of the company are observed, and that good practice is encouraged, particularly in the areas of Health & Safety, Equal Opportunities and confidentiality

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by the organisation which is relevant to your post within the company to meet the overall business objectives. Full training will be given.

Where you’ll work

Meteor House

First Avenue

Finningley

Doncaster

DN9 3GA

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

C.M.S. VOCATIONAL TRAINING 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

Level 3 Customer Service Specialist apprenticeship standard, which includes:

Level 2 Functional Skills in maths and English (if required)
Full, on-the-job training will be provided by the employer, with 20% off the job training as a requirement
End-Point Assessment (EPA)
This apprenticeship is delivered in the workplace and 20% of your working time will be dedicated towards training and learning new skills.

Requirements

Essential qualifications

GCSE in:

maths & 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

Communication skills
IT skills
Attention to detail
Customer care skills
Administrative skills
Team working
Initiative

Other requirements

Please check you are able to travel to the location on a daily basis. This position could close early if the right applicant is found so apply early.

About this company

As one of the UK’s leading suppliers of decorative aggregates and horticultural landscaping goods, we offer top-quality products that are naturally sourced within the UK and Europe at competitive prices. From our 31-years of experience in the aggregate industry, we pride ourselves for our stock of tried and tested landscaping gravels, sands and horticultural mediums. Join the thousands of satisfied customers who order landscaping products regularly from us at Gravel Master Ltd; whether you’re rejuvenating a small driveway or installing a woodland pathway, our range will have the perfect product to suit! The group of companies was founded in 1988 and to this day is still managed by the founding family. Sited in our own purpose-built business park with large office and extensive warehousing, Gravel Master is the proud winner of several industry awards. Whatever the product, wherever the place, we guarantee a professional and reliable service throughout. Our fantastic nationwide distribution facilities provide a service that you will be proud to recommend.

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

After this apprenticeship

A real opportunity for progression to a permanent position for the right applicant

Ask a question

The contact for this apprenticeship is:

C.M.S. VOCATIONAL TRAINING LIMITED

Katrina Clarke

katrina.clarke@cmsvoc.co.uk

01924 470477

The reference code for this apprenticeship is VAC1000279095.

Apply now

Closes in 19 days (Friday 18 October at 11:59pm)

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