Customer Service Apprentice

Summary

You will be working in a small but busy team to maintain relationships with new and existing customers, along with assisting with orders and queries. You will also be required to undertake some office administration but you will receive support and guidance throughout the course so you can excel.

Annual wage: £12,480 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday - Friday: 9.00am - 4.30pm (1 hour for lunch unpaid). Saturdays (2 in 4): from 9.00am - 1.00pm.
37 hours a week
Possible start date: Saturday 9 November
Duration: 1 year 1 month
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

Answer phone calls, emails and help customers with enquiries, orders, returns and problems
Update customers on back orders and lead times
Perform 'check-in' calls with customers to advise on any promotions
Progress checks - to remind customers of quotes, proformas and other orders we haven't yet fully processed
Process web orders - to process orders made on our website on customer accounts (within Sage) and generic web order accounts
Working on the front desk to welcome customers and to help serve customers on our trade counter. This includes trade and retail customers that come to us for help in finding replacement parts
Checking and scanning orders - to tick the previous day's orders from the manifest to the posted report, do the invoice run and check that the correct nominal accounts have been posted with the correct payment method
Scan and catalogue all paperwork
Product research - to search for products on behalf of customers and update the system/website with information
Administrative tasks - to assist in filing, customer and supplier allocations, report completion and general office admin tasks

Where you’ll work

122-124 PRINCE AVENUE

WESTCLIFF ON SEA

SS0 0NW

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

RM TRAINING (UK) 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

Customer Service Practitioner level 2 Apprenticeship Standard
Functional skills in maths and English (if required)
The apprenticeship will take a minimum of 12 months to complete
Training schedule has yet to be agreed - Details will be made available at a later date

Requirements

Desirable qualifications

GCSE or equivalent in:

English (grade 4/C)
Maths (grade 4/C)

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
Organisation skills
Customer care skills
Problem solving skills
Administrative skills
Initiative

About this company

Long established family business involved in the supply and installation/repair of door/windows and ancillary products. The business is a nationwide operation.

http://www.dgsupplyline.co.uk (opens in new tab)

After this apprenticeship

There may be the opportunity to be taken on full-time following successful completion of the apprenticeship, however this is not guaranteed
Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at a Professional level

Ask a question

The contact for this apprenticeship is:

RM TRAINING (UK) LIMITED

Katie

katie@rmtraining.co.uk

01702782001

The reference code for this apprenticeship is VAC1000280910.

Apply now

Closes in 15 days (Friday 8 November at 11:59pm)

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