Apprentice Operations and Customer Service Advisor

Summary

We are currently looking for an Operations and Customer Service Advisor to join our busy logistics team. We pride ourselves on offering a high level of customer service with a positive attitude towards our work.

Annual wage: £16,000 a year
Minimum wage rates (opens in new tab)
Training course: Customer service specialist (level 3)
Hours: Monday - Friday 9am - 6pm
40 hours a week
Possible start date: Wednesday 13 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

Answering customer calls, liaising with service partners for queries in an efficient and timely manner.
Communicating with suppliers to give our customer relevant updates and information.
Understanding the customer's needs and requirements and adapting an appropriate approach accordingly.
Responding to all calls and emails in a timely manner and to a high standard.
Assisting customers with use of the CSM shipping system, this includes, booking collections, generating quotes, generating shipping labels.
Liaising with drivers.
Providing support to the Manager and sales staff as needed.
Be proactive under pressure, show initiative in finding solutions for customers.
Keep a positive outlook in a role that can be challenging, maintaining a friendly telephone manner, and most of all enjoy what you do.
Assisting with warehouse/fulfilment pick and pack orders.
Helping with and maintaining Health and Safety at the site.

Where you’ll work

Unit 20

20 Rotherhithe Business Estate

214 Rotherhithe New Road

London

SE16 3EH

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

SMART TRAINING AND RECRUITMENT 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

Please note, as part of the Initial Assessment process, all qualifications will be verified by the Learning Records Service (LRS) via the Education & Skills Funding Agency.

More training information

Training and support will be provided by our specialist Apprenticeship training provider, Smart Training & Recruitment.

IMPORTANT: in order to meet the eligibility criteria for an Apprenticeship in England, you must be able to demonstrate at least three years UK residency, or hold a valid visa that meets the exceptions to this rule.

Requirements

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

Other requirements

A variety of work. Dealing with clients, problem solving, helping in warehouse, helping with deliveries, health and safety.

About this company

CSM Limited is an established but expanding courier business based in south-east London with an additional six offices in the Midlands and South East. We are currently looking for an Operations and Customer Service Advisor to join our busy logistics team. We pride ourselves on offering a high level of customer service with a positive attitude towards our work.

Company benefits

Wellbeing program Death in service life insurance Company pension

After this apprenticeship

Employ on a permanent basis. Opportunity to take next level training if desired.

Ask a question

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