Customer service apprentice

Summary

You will be assisting in the office of a body repair garage and will complete a Level 2 Customer Service apprenticeship.

Annual wage: £11,648 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday to Friday, 9.00am to 5.00pm.
35 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

To provide a courteous and professional approach to customers and work providers, insurance companies and colleagues, whether that be face-to-face, on the telephone or written communication.

To ensure full compliance with all company policies, work provider agreements, repair specifications and current health and safety legislation at all time.
Arranging recoveries, collections and return of vehicles as and when required in an efficient and professional manner.
To work effectively as part of the company team to ensure industry leading standards of customer care and satisfaction.
Carry out company invoicing with accuracy and diligence, deal with any queries and inform the Office Manager of any problems or discrepancies.
Close down completed jobs and file away accordingly.
Preparing monthly statements for payment to the parts providers.
Ensure the banking is completed as required and accurate records kept.
Carrying out general duties, cleaning & hospitality to meet the needs of the business.
Communicate with customers to provide repair information and an indication of completion time
Comply with all safe working practices.
Ensure your work area is kept clean, tidy and filing kept up to date.
Strive to achieve a consistently high level of customer satisfaction.
Be aware of and strive to meet all deadlines and report any potential delays.
The completion of updating all communications to include Autoflow and portals to enhance communication and reduce complaints.
Be aware of current processes and suggest improvements to increase efficiency and customer service.
Support the development and implementation of any such strategies.

Planning/Organisation

Plan ahead to make the best possible use of time available, ensure all deadlines are met.
Keeping an efficient checking In and out of both customer and courtesy cars.
Ensuring Autoflow Management System information is up to date
Prioritising workload and making time to complete tasks.

Communication:

Maintain and develop professional and positive working relationships with colleagues, visitors and when appropriate, with suppliers and external representatives etc.
Provide advice, assistance and support to other team members.
Communicate progress against agreed objectives, personal concerns, feedback from any source or any problems/concern to the Office Manager.
Where involved, ensure customers are welcomed and received courteously. Maintain and develop relationships with them by meeting and exceeding their expectations.
Strive constantly to improve standards of customer service.
Ensure dissatisfied customers are handled calmly and complaints resolved sensitively. Inform Office Manager of any complaints.
Ensure customer questions are answered clearly and without excessive jargon.

Policies/Practices

Adhere to all Health & Safety, environmental, work provider, approved repair and company policy procedures at all times, including the wearing of personal protective equipment if required.
Operate within the law and relevant codes at all times.
In addition to your primary duties, where these are within your prfessional capabilities, respond positively to requests to perfonn other work related tasks to facilitate the efficient operation ofthe business.
Engage with all customers and visitors promptly, professionally and courteously at all times.
Ensure all customer transactions and queries are handled promptly and efficiently.
Support and assist the Bodyshop Manager and Office Manager in achieving company objectives.
Ensure all customer data or information is handled securely. In particular - Paying particular attention to the GDPR.

Where you’ll work

UNIT 3

NEW ENGLAND INDUSTRIAL ESTATE

GASCOIGNE ROAD

BARKING

IG11 7NZ

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

BARKING AND DAGENHAM 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

You will complete a Customer Service Practitioner level 2 apprenticeship with Barking & Dagenham College.

Requirements

Essential qualifications

GCSE in:

English (grade 4/C)
Maths (grade 4/C)

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
Number skills
Logical
Team working
Creative
Initiative
Non judgemental
Patience

Other requirements

Excellent written and verbal communication essential

About this company

Small friendly garage looking for an office assistant

After this apprenticeship

Potential for future employment and progression.

Ask a question

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