Customer Experience Specialist Apprentice

LIGHTWAVERF TECHNOLOGY LIMITED

Aldridge, WS9 9AA

Closes in 21 days (Thursday 31 October at 11:59pm)

Posted on 8 October 2024

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Summary

Are you chatty? Do you love to talk to people? Then this one is definitely for you! This is an exciting opportunity to join our busy and supportive team as an apprentice customer experience specialist. You'll be an integral part of our customer service team providing high quality assistance, resolutions, and service to our customers.

Annual wage
£16,000 a year

Minimum wage rates (opens in new tab)

£16000 - £17000 per annum.

Training course
Customer service specialist (level 3)
Hours
Monday to Friday 9.00am - 5.00pm 30 minutes for lunch

37 hours a week

Possible start date

Friday 1 November

Duration

1 Year

Positions available

2

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

  • Troubleshoot and resolve hardware and software issues related to smart home products
  • Collaborate with cross-functional teams to escalate complex issues and ensure prompt resolution
  • Answer inbound phone calls promptly and professionally, addressing customer queries and issues
  • Respond to customer support tickets in a timely and efficient manner
  • Organise and coordinate returns for customers with faulty items
  • Update the Customer Relationship Management (CRM) system with relevant and accurate information
  • Assist other departments during quieter periods
  • Maintain a high level of product knowledge and stay up-to-date with new product releases and features
  • Provide feedback to the product development team on potential product improvements based on customer interactions

Where you’ll work

Unit 1A Coppice Lane

Aldridge

WS9 9AA

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

DERBY BUSINESS COLLEGE 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

    • In addition to gaining practical experience in the role, you will also attain an NVQ 2 Customer Service qualification which will help start your career and give you an insight into the business processes and procedures
    • Our training is delivered both face to face and remotely via teams with a development coach, who will be available for support 24/7
    • You receive 20% off the job training during this Apprenticeship which is included in your weekly working hours

    Requirements

    Essential qualifications

    GCSE in:

    • English and 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
    • IT skills
    • Attention to detail
    • Organisation skills
    • Customer care skills
    • Problem solving skills
    • Team working
    • Initiative
    • Work independently
    • Strong problem solving skills
    • Chatty and loves talking!

    Other requirements

    Benefits:•Comprehensive training provided, with access to further qualifications such as electrical certifications. •Strong career progression opportunities. •Free smart home starter kit for your own house. •Employee discount on products. •Free on-site parking available. •A supportive and collaborative work environment. •On-site kitchen facilities

    About this company

    LightwaveRF is a pioneer of the smart home technology sector and developed the first internet enabled devices in 2008. The Company’s market leading proprietary Internet of Things (“IoT”) platform, together with its applications and connected devices, provides its customers with fully integrated remote control and monitoring of light, heat, power and security.

    https://lightwaverf.com/ (opens in new tab)

    After this apprenticeship

    • The right candidate may move onto further electrical certifications, sales progression route, software development progression route.

    Ask a question

    The contact for this apprenticeship is:

    DERBY BUSINESS COLLEGE LIMITED

    Heather Duffield

    heather@dbc-training.co.uk

    07375919487

    The reference code for this apprenticeship is VAC1000281158.

    Apply now

    Closes in 21 days (Thursday 31 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.