Apprentice Customer Service Advisor

Summary

All Customer Service Advisor (Apprentices) will undertake a 15-month work place apprenticeship. This Apprenticeship programme has been built around a robust development pathway, creating a talent pipeline of colleagues who will support the business in Service Advisor role.

Annual wage: £18,000 a year
Minimum wage rates (opens in new tab)
Training course: Customer service specialist (level 3)
Hours: working 40 hours per week, 8.00am - 5.00pm (rota for working weekends). Days to be confirmed.
40 hours a week
Possible start date: Monday 11 November
Duration: 1 Year 3 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

The Customer Service Advisor is responsible for setting customer expectations and keeping the customer updated throughout the service or repair of their vehicle. It is also their responsibility to sell additional products, take payments, and follow-up with the customer to ensure they are happy with the work completed. They will also provide support with additional ad-hoc duties as required.

As with all positions within dealerships, Customer Service Advisors are expected to uphold the highest ethical standards.

As well as:

Maximising Profit Per Customer Visit:

Product Sales: Actively and professionally promote all ancillary products to achieve targets set by your Manager every day.

Up Sell: Actively promote and fully explain the value of additional work to customers to ensure you maximise the profit generated from the service while maintaining the bond of trust.

Data Quality: Accurately and consistently collect, input and manage all customer contact and vehicle data into the Kerridge system to maximise the quality and content of the customer database.

Customer Follow-up: Maintain contact with and follow up every customer of the department to ensure they were completely satisfied, their expectations were met, any issues are addressed and their custom retained.

Where you’ll work

Citreon Burton

Nicholson Way

Burton upon Trent

Staffordshire

DE14 2AW

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

INSPIRO LEARNING 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

Customer service specialist level 3 apprenticeship standard

No college
Workbased
Functional Skills in maths and English (if required)

Requirements

Desirable qualifications

Other in:

non specified (grade none)

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
Administrative skills
Team working

About this company

At Vertu Motors, we live and breathe all things automotive. We want to make the journey of buying a car, van or motorbike as straight-forward as possible and believe that the best way to achieve this is to provide an outstanding customer experience, built on integrity and trust. The Vertu Motors Group was established in 2006 and also trades under the names Bristol Street Motors and Macklin Motors. Our headquarters are located in Gateshead, but you'll find our dealerships, which represent some of the world's leading automotive brands, are established nationwide. We are proud to have a prestigious manufacturer portfolio that includes the likes of Audi, BMW, Honda, Jaguar, Jeep, Kia, Volvo, Land Rover, Mercedes-Benz, Mercedes-AMG, MINI, smart, Toyota and Volkswagen. As well as our selection of new cars, vans and motorcycles, our dealerships also stock a wide range of used vehicles from all manufacturers - so if you're looking for a used car, van or motorbike you're certainly in the right place!

After this apprenticeship

Guaranteed Service Advisor role on completion of apprenticeship. Progression routes to Parts Advisor/Supervisor, Workshop Controller, Assistant Service Manager, Service Manager. Internal rising talent programmes to support career progression.

Ask a question

The contact for this apprenticeship is:

INSPIRO LEARNING LIMITED

Louise Abram

louise.abram@inspirolearning.co.uk

01165040377

The reference code for this apprenticeship is VAC1000280159.

Apply now

Closes in 13 days (Wednesday 23 October)

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.

After signing in, you’ll apply for this apprenticeship on the company's website.

Company’s application instructions

For further information on this vacancy and to apply please click ‘apply’. At this point you will enter the Inspiro Learning website where you can review the Job Vacancy in more detail and apply. Please complete the application form. You will then be contacted by a recruiter. Your details will be sent to the Employer.

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