Customer Services Apprentice

THE FAMILY CHEMIST LTD

Nottingham, NG7 2RR

Closes in 27 days (Sunday 10 November at 11:59pm)

Posted on 11 October 2024

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Contents

Summary

The Family Chemist is an Online Clinic/Pharmacy which is growing at unprecedented levels, offering health services nationally. We operate from our own facility at a site in Nottingham. We’re super proud to say we’ve recently been awarded Online Pharmacy of the Year 2022, 2023, an award we’ve worked incredibly hard to achieve.

Annual wage
£12,480 to £22,308 a year

Minimum wage rates (opens in new tab)

Planned salary increase every 6m during apprenticeship

Training course
Customer service specialist (level 3)
Hours
Monday to Friday, between 9.00am to 5.00pm.

37 hours a week

Possible start date

Monday 11 November

Duration

1 Year 6 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

  • Expert Customer Support and Escalation Management: Act as a professional advocate for customer service, handling complex or technical requests, complaints, and queries, and serving as an escalation point for ongoing problems
  • Knowledge Sharing and Team Support: Utilise deep understanding of the organisation’s products and services to share knowledge and support the wider team, fostering a culture of continuous learning and improvement
  • Data Analysis and Digital Proficiency: Gather and analyse customer data to drive service improvements, effectively using organisational and generic IT systems, and staying aware of emerging digital technologies

Where you’ll work

13

Poplars Court

Nottingham

NG7 2RR

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

    • Customer Service Specialist Level 3
    • The apprentice will do their training at 13 Poplars Court, Nottingham, NG7 2RR- training schedule has yet to be agreed. Details will be made available at a later date
    • Functional Skills in English and maths if required
    • Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an individual member at professional level. Should you choose to progress on a customer service career path, you may be eligible for further professional membership including management

    Requirements

    Desirable qualifications

    GCSE or equivalent in:

    • English (grade 4 or Above)

    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
    • Presentation skills
    • Administrative skills
    • Number skills
    • Analytical skills
    • Logical
    • Team working
    • Creative
    • Initiative
    • Non judgemental
    • Patience
    • Physical fitness

    About this company

    Kickstart your career with a unique opportunity at The Family Chemist, an innovative online pharmacy dedicated to transforming patient care and health services. As a Customer Services Apprentice, you'll dive into the heart of the healthcare industry, gaining unparalleled experience in a dynamic and fast-paced environment. We offer hands-on learning, mentorship from industry leaders, and the chance to contribute to projects that make a real difference in people’s lives. Join us to build a solid foundation in Customer services, enhance your skills, and be part of a team that values growth, innovation, and community wellness. Apply now and be at the forefront of shaping the future of healthcare.

    After this apprenticeship

    • Customer Services Manager

    Ask a question

    The contact for this apprenticeship is:

    DERBY BUSINESS COLLEGE LIMITED

    The reference code for this apprenticeship is VAC1000281770.

    Apply now

    Closes in 27 days (Sunday 10 November 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.