Customer Service Apprenticeship

Summary

Join our customer service apprenticeship at Croft, a leading managed service provider for IT, UCC, and Mobile. You'll work with a dynamic team, ensuring a seamless and uncomplicated experience for our customers. Gain hands-on experience and wow our clients every day. Start your career in tech support today!

Annual wage: £18,000 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday to Friday, 9.00am to 5.00pm.
35 hours a week
Possible start date: Monday 11 November
Duration: 1 Year 3 Months
Positions available: 3

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

Answer customer queries via phone & email
Log interaction with our customers onto our CRM system
Ensure customer account information and data is kept up to date across all platforms

Where you’ll work

Unit C, Little Bramshot Farm

Cove Road

Fleet

GU51 2RT

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

STRAIGHT A TRAINING LIMITED

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 apprenticeship programme
The apprenticeship training will be provided through online learning
Training and development will take place in the workplace
Functional skills in maths and English (if required)

Requirements

Desirable qualifications

GCSE or equivalent in:

English (grade 4)
Maths (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
Attention to detail
Customer care skills
Confident
Friendly

About this company

Croft is a B2B telecommunications and managed IT provider, supplying innovative communication and IT services across the UK.

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

After this apprenticeship

Potential for a permanent position

Ask a question

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