Customer Care Apprenticeship

Summary

A fantastic opportunity to join our organisation as a Customer Care Apprentice. You will contribute to the smooth running of the day-to-day activities of Customer Care in the office at Birchwood, Warrington. You will receive a level 2 Customer Service apprenticeship qualification .

Annual wage: £15,229 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday - Friday, 8.30am - 5.00pm. 1 hour lunch break.
37 hours a week
Possible start date: Monday 4 November
Duration: 1 Year
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

This will include providing support to our Customer Care team and will include the following duties:

Providing administration support to the department
Providing clear explanations to our customers so we can manage their expectations
Being able to organise yourself, prioritise your own workload/activity and work to meet deadlines
Frequently and consistently communicating and working with others in the interest of helping customers efficiently
Uphold the organisations core values and service culture through your actions
Using 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

Where you’ll work

Chadwich House

Birchwood Park

Warrington

WA3 6AE

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

MACCLESFIELD 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

This training plan has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

More training information

An apprenticeship allows you to earn a wage and gain valuable work experience. You will be expected to work towards the Level 2 Customer Service Practitioner Apprenticeship, with support from your employer and Macclesfield College.

As part of your apprenticeship, and dependent on your prior attainment, you may be required to complete maths and English Functional Skills at Level 2. Upon successful completion you will be awarded additional certificates for these qualifications.

There will also be internal training on our COINS systems.

Requirements

Desirable qualifications

GCSE 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

Communication skills
IT skills
Organisation skills
Customer care skills
Initiative
Patience
Confident
Personable
Empathetic

About this company

Since 1972 Persimmon Homes has been creating new communities across Britan. Last year we built over 14,800 homes making us one of the largest home builders in the industry. We employ over 5,000 people and are one of the top 100 apprenticeship providers in the country. We are rated five star by the Home Builders Federation.

After this apprenticeship

Progression will be to Customer Service Specialist Level 3 apprenticeship.

Ask a question

The contact for this apprenticeship is:

MACCLESFIELD COLLEGE

Maxim Business Training

apprenticeship.recruitment@macclesfield.ac.uk

01625410022

The reference code for this apprenticeship is VAC1000279932.

Apply now

Closes in 28 days (Tuesday 29 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.

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