Customer Service Level 2 - Apprenticeship

THE DALSTON CATERING SKILLS ACADEMY CIC

LONDON, N16 8JN

Closes in 10 days (Friday 1 November at 11:59pm)

Posted on 21 October 2024

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Contents

Summary

Our client seeks a motivated Customer Support Apprentice to join their team. This role offers a great opportunity to start a career in customer service. The apprentice will receive training and hands-on experience in managing inquiries, orders, and complex issues while developing skills in product knowledge and cross-department collaboration.

Annual wage
£9,984 a year

Minimum wage rates (opens in new tab)

Training course
Customer service practitioner (level 2)
Hours
Monday - Sunday 1pm to 7pm (rota will be in rotation)

30 hours a week

Possible start date

Tuesday 5 November

Duration

1 year

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

  • Customer Support: Assist customers via phone, email, and live chat with complex inquiries, working closely with the senior customer service team to handle escalated issues.
  • Order Management: Assist in resolving customer concerns with tracking, returns, exchanges, and manage order discrepancies, payment, and delivery issues.
  • Training & Development: Engage in hands-on sessions to enhance problem-solving, product knowledge, and expertise in managing escalated cases.
  • Product Knowledge: Gain insight into vintage styles and fashion eras to offer personalised recommendations to customers.
  • Collaborate with the Level 1 customer service team and other departments (inventory, shipping) to resolve issues and ensure customer satisfaction.

Where you’ll work

5 BRADBURY STREET

LONDON

N16 8JN

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

EAST ESSEX VOCATIONAL TRAINING 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

    This training plan has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

    Requirements

    Essential qualifications

    GCSE in:

    • English (grade 4)
    • 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
    • Attention to detail
    • Organisation skills
    • Customer care skills
    • Problem solving skills
    • Logical
    • Team working
    • Creative
    • Initiative
    • Non judgemental
    • Patience

    About this company

    The Dalston Catering Skills Academy CIC is a community interest company and vintage charity shop that supports the local community in Dalston. Alongside offering a curated selection of vintage clothing and items, the academy engages in various community initiatives to uplift residents and foster connections.

    After this apprenticeship

    Upon successful completion of the apprenticeship, you will receive a Level 2 Customer Service qualification and may be considered for permanent positions within the company.

    Ask a question

    The contact for this apprenticeship is:

    EAST ESSEX VOCATIONAL TRAINING LIMITED

    Mohammed

    mo@eevtraining.com

    The reference code for this apprenticeship is VAC1000283059.

    Apply now

    Closes in 10 days (Friday 1 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.