Customer Service Apprentice

Summary

One of the UK's leading suppliers of two-way radios, Apex Radio Systems Ltd, is looking for an enthusiastic, hardworking individual to join their team as a customer service apprentice in their Gateshead office. The successful candidate will work towards a Level 2 Customer Service Practitioner Apprenticeship.

Annual wage: £13,500 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday to Friday, 9am - 5pm
37 hours a week
Possible start date: Monday 25 November
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

Handling customer queries relating to technical matters.
Responding to relevant enquiries received in a timely manner.
General record keeping and updating of systems.
Processing payments.
Despatching goods to customers via courier, post, and Apex delivery.
Keeping the workplace tidy and a safe environment.
Producing company paperwork.
Liaising with customers regarding equipment in need of repair.
Coding of radio equipment in line with specific order requirements.
Preparation of radio equipment and accessories in line with order requirements.
Communicating internally with other staff and departments on job-related matters

Where you’ll work

11 Keel Row

The Watermark

Gateshead,

NE11 9SZ

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

ZENITH PEOPLE 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

Your apprenticeship training will be a fully work-based learning programme across 12-months, method to be confirmed. Upon completion of your apprenticeship, you will achieve a level 2 qualification as a Customer Service Practitioner.

Requirements

Essential qualifications

GCSE or equivalent in:

Maths (grade 4)
English (grade 4)

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

Attention to detail
Communication skills
Customer care skills
IT skills
Organisation skills
Team working

Other requirements

- A defined career development path which allows you to grow, as they do. - An open and stimulating working environment with a productive and friendly team, allowing you to develop learn as you work. - Competitive salaries with performance related bonus systems that encourage you to fulfil your potential and reward you when you do.

About this company

Apex was established in 1990 in Newcastle upon Tyne. In 2015 we opened offices in Cardiff to cater for ever-expanding business needs in Wales and the South of England. In 2018 we opened an office in Teesside to deal with expanding business in the area. Apex provides Two Way Radio communications solutions across the whole business spectrum, and in the fast-moving world of today's business, Two Way Radio communications play a crucial role in the safety and welfare of people. Safety is essential to us at Apex, and our clients depend on us to deliver reliable communications every time. Because of our commitment and care to our customers, Apex is dedicated to providing technical support, rapid response repairs and top quality service which is accredited by our European ISO 9001:2008 quality standard.

After this apprenticeship

Progression into a full time role upon completion of apprenticeship available for the right candidate.

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