Customer Service Apprentice

Summary

As a customer service apprentice, you will be the first point of contact for our clients, ensuring their technical issues are resolved efficiently and effectively. Your role is crucial in maintaining smooth operations within the facilities, ensuring delivery of excellent customer service through effective problem-solving and communication skills.

Annual wage: £13,312 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday - Friday 8AM-5PM (could be flexible if travel is an issue) One hour for lunch
40 hours a week
Possible start date: Tuesday 7 January
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

- Deliver outstanding customer service across a variety of channels, including telephone, email, intranet systems and in-house platforms.
-Be the first point of call when contacting the business, ensuring all calls are answered within the set KPIs.
-Liaising with your designated client base.
-Record customer requests using the agreed format, ensuring all information is passed to the appropriate departments.
-Undertake general administration to support the department, ensuring all service standards are met.

Where you’ll work

Campion House

Green Street

Kidderminster

DY10 1JF

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

HEART OF WORCESTERSHIRE COLLEGE

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

Training will take place in the workplace, and you'll be working towards a Level 2 Customer Service Practitioner apprenticeship standard.

Requirements

Essential qualifications

GCSE in:

Maths and English (grade 2)

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
Organisation skills
Customer care skills
Administrative skills
Team working
Patience

Other requirements

The candidate will be in a customer facing role within our Kidderminster office so reliable transport is required. We are a 5 minute walk from both the train station and the bus stop.

About this company

Phosters (FM) Ltd are an established total facilities management service provider, offering a multitude of building maintenance services across the UK We were named as Worcestershire Apprentice Employer of the Year 2019 as a result of our continued success since our programme first started. Following our win, Phosters apprentices now also have the opportunity to act as apprenticeship ambassadors at local apprenticeship events and open days. Our apprenticeship programme is designed to be both structured and varied, and aims to give apprentices a wide breadth of knowledge and professional certainty to get to the next stage of their career or studies, alongside gaining their formal qualification. We pride ourselves on the level of support we offer our apprentices and try to make their transition from education to the workplace as smooth as possible. All apprentices complete a comprehensive induction programme which includes health & safety, GDPR, effective communication skills and first aid at work. Over the course of their induction

After this apprenticeship

This opportunity will be based within our Helpdesk department which has rapidly expanded over the last few years due to a rapid increase in clients. There are different positions within the department but we also allow apprentices to explore other areas of the business should a particular area interest them. Whilst there is no guarantee of further employment, Phosters have a commendable track record of offering apprentices full time employment after the completion of their apprenticeship and also the potential to enroll in further training through apprenticeships. We have a 100% track record of all apprentices going on to complete at least a second apprenticeship.

Ask a question

The contact for this apprenticeship is:

HEART OF WORCESTERSHIRE COLLEGE

lindsay Prodger

lprodger@howcollege.ac.uk

The reference code for this apprenticeship is VAC1000283474.

Apply now

Closes on Monday 30 December

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