Level 3 Customer Service Apprenticeship - Air Tube Technologies Ltd – Find an apprenticeship

Summary

The role is primarily responsible for providing an effective administration support function to the customer service, service support colleagues and sales team. Proactively providing day-to-day support and resolutions to our customers.

Annual wage: £9,984 to £17,846.40 a year
Minimum wage rates (opens in new tab)
Training course: Customer service specialist (level 3)
Hours: Monday to Friday, 9.00am to 4.00pm. 1 hour break.
30 hours a week
Possible start date: Sunday 1 December
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

Responsibilities:

Providing support to our customers on a day-to-day basis and ensuring that effective communications are maintained.
Ensure all necessary paperwork, documentation or reports are submitted in line with agreed timescales and followed through to their logical conclusion.
Book Engineer site visits.
Arrange accommodation when requested for engineers/colleagues and process payments for Congestion/Dart Charges/tolls etc.
Effectively process the customer satisfaction courtesy calls.
Maintain up-to-date CRM system.
Build relationships with customers and key contacts.
To ensure all correspondence received into the departments (phone, email or letter) is relayed to the appropriate person in a timely manner and that urgent requests are dealt with promptly.
Provide an effective administration support function for sales, customer service and service support colleagues as required.
Liaise with the purchasing department to ensure all orders are logged.
Monitor outstanding parts orders and liaise with relevant colleagues and customers, as necessary.
Process initial sales enquiries.
Working with the marketing team to assist with social media, marketing and customer-related projects.
Document management - ensuring all documents are filed, maintained and archived as necessary.
Basic admin duties, as required.

To be successful in this role, you will have the following skills and experience:

Have a can-do attitude and proactive approach.
Strong communication skills, written and verbal communication.
Be a great team player, but also happy to work individually on own initiative.
Good attention to detail.
Have good Microsoft Office skills.

Where you’ll work

Unit 5

Hartlebury Trading Estate

Hartlebury

West Midlands

DY10 4JB

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

REMIT GROUP 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

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

Desirable qualifications

GCSE in:

Other GCSE or equivalent in English (grade Grade 4-9 or equivalent)
Other GCSE or equivalent in Maths (grade Grade 4-9 or equivalent)

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
Administrative skills
Logical
Initiative

Other requirements

Pre-employment checks. Please be aware that upon a successful offer of employment the company completes digitalised right-to-work checks and DBS applications via an external provider - 'Matrix Screening'. The company also completes an internal online social media search, in line with Keeping Children Safe in Education guidance.

About this company

Inspire ATA is an official Flexi-Job Apprenticeship Agency, licenced by the Department for Education. Currently ranked 1st in the Rate My Apprenticeship Top 100 Apprenticeship Employers in the UK Award 2024-2025. Inspire ATA specialises in creating apprenticeship opportunities, where we recruit and employ the apprentice on behalf of our host clients, enabling us to offer additional support and a better experience for both the apprentice and the client as the experts in the industry. We arrange the most suitable and appropriate apprenticeship training from one of our partnered training providers. If you are successful in securing an apprenticeship with Inspire ATA, it is important to understand that Inspire ATA will be your employer and the apprenticeship placement will be a separate organisation that simply hosts you as an apprentice. As a Flexi-Job Apprenticeship Agency, Inspire ATA performs an important role in developing the UK labour market and it is our responsibility to ensure that talent is recognised, developed, and matched with business needs, whatever the background of the individual, irrespective of gender, race, disability, age, religion or belief, relationship orientation, marital or civil partnership status, pregnancy or maternity and gender reassignment. We are proud of the diverse nature of our business and work with clients to ensure that all candidates are treated with courtesy and respect.

Company benefits

Eligible for an NUS card for discounts in shops and restaurants. Eligible for an apprenticeship oyster card, 30% off travel. Discount on Nandos, ASOS, Vue cinema and much more. Automatic rise in pay after 12 months.

After this apprenticeship

Possible full-time position for the right candidate.

Ask a question

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