DAF Customer Service Advisor Apprenticeship - HTC (Park Royal)

HEATHROW TRUCK CENTRE LIMITED

Park Royal, NW10 6DF

Closes on Tuesday 31 December

Posted on 24 October 2024

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Contents

Summary

Working in an exciting and busy environment. The apprentice will train in a number of areas including improving customer relations, monitoring and dealing with customer problems. You will work towards a level 3 Customer Service Specialist apprenticeship.

Annual wage
£13,312 a year

Minimum wage rates (opens in new tab)

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

40 hours a week

Possible start date

Wednesday 1 January

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

Working in an exciting and busy environment the Customer Service Advisor Apprentice will be the front-line support for the busy service department.

The apprentice will keep in close contact with the management staff at the dealership to update them on current customer affairs and relations.

The apprentice’s role will include the following:

  • Dealing with customers both face to face and by telephone
  • To process and solve customer service complaints
  • Look to promote continuous improvement in customer service

Where you’ll work

Units 1 & 2 Bush Industrial Estate

Standard Road

Park Royal

NW10 6DF

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

SKILLNET 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

    Apprentices will be working and will be trained within the dealership and an advisor will visit at least every 4-6 weeks as part of a close support network to ensure that apprentices are both enjoying and succeeding in their course.

    An apprentice’s training includes:

    • Industry recognised standard qualification
    • Level 1/2 Functional Skills in maths and English (if required)
    • Level 3 Customer Service Specialist Apprenticeship Standard
    • End-Point Assessment (EPA)

    Requirements

    Desirable qualifications

    GCSE or equivalent in:

    • Maths & English (grade 4-9/C-A*)

    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

    About this company

    From 7.5 to 44 tonnes, DAF is the market leader across all sectors in the UK - setting the industry standard for performance and productivity. DAF's commitment to operators is backed by our network - 139 dealers covering the country, providing a consistently high standard of advice, service and expertise to keep your DAF trucks up and earning.

    http://www.htc-parkroyal.com (opens in new tab)

    After this apprenticeship

    • A full-time career within the automotive industry with many opportunities to progress to positions of authority within the dealership
    • Future prospects are endless
    • By having a highly regarded set of skills, apprentices can go on to develop their career within any other areas of commerce they may be interested in

    Ask a question

    The contact for this apprenticeship is:

    SKILLNET LIMITED

    Jamie Rogan

    jamie.rogan@skillnet.org.uk

    01923216165

    The reference code for this apprenticeship is VAC1000283883.

    Apply now

    Closes on Tuesday 31 December

    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.