Ford Customer Service Advisor Apprenticeship -Wokingham

Summary

A Level 2 Ford Customer Service Advisor Apprentice is required. Working in a service department, the Apprentice will train in a number of areas including improving customer relations, monitoring and dealing with customer problems. Duties include: dealing with customers and processing and solving customer service complaints.

Annual wage: £13,312 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday - Friday, daytime hours. Shifts to be confirmed (TBC).
40 hours a week
Possible start date: Saturday 1 March
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

245 Finchampstead Road

Wokingham

RG40 3JS

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 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

Apprentices will be working and will be trained within the dealership and a skills coach will visit at least every 28 days as a part of a close support network to ensure that Apprentices are both enjoying and succeeding in their course.

Level 2 Customer Service Practitioner Apprenticeship Standard
The training schedule has yet to be agreed upon, further details will be made available at a later date

The apprenticeship will take a minimum of 12 months to complete.

Requirements

Essential qualifications

GCSE or equivalent in:

English & Maths (grade 4 or above)

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
Logical
Team working
Initiative

About this company

Group 1 Automotive is an international automotive retailer group and has come to be a trusted seller of vehicles by a range of marques. With over 70 sites currently operating in the UK, we believe in nothing less than automotive excellence, which is at the forefront of our customer service. Our long history has positioned us at the very pinnacle of automotive retailing as we continue to exceed our customers’ expectations. Made up of subsidiary groups, Group 1 Automotive have dedicated specialist teams who strive to deliver a quality of service that cannot be found elsewhere. We will always put your needs first, making sure that you are on the road without any stresses or worries. Whatever your needs, our team of manufacturer experts are here to provide an unrivalled experience for you and give your vehicle all the care and attention it deserves.

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
Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level

Ask a question

The contact for this apprenticeship is:

SKILLNET LIMITED

Hannah Edwards

hannah.edwards@skillnet.org.uk

01923 216 165

The reference code for this apprenticeship is VAC1000284611.

Apply now

Closes on Friday 28 February

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