Customer Service Apprentice

Summary

This is a great opportunity to join a charity that offers a role with a variety of responsibilities. As part of the Spadework team, you will be responsible for delivering excellent customer service, whether this be serving customers in any of our retail outlets or assisting with administrative support in our back-office operations.

Annual wage: £13,312 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: 8 hour working days with a half hour unpaid lunch break. This role will be on a 2-week rota working alternate weekends. There will be time allocated, during your working week, to complete learning. Days and times TBC.
40 hours a week
Possible start date: Thursday 30 January
Duration: 1 year 6 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

It is a small but fast-growing charity, so you will be required to get involved in all aspects of customer service to support our customers, suppliers, stakeholders and colleagues.

Duties will include, but will not be limited to:

Assisting customers in all our retail outlets.
Helping with customer issues, after care and service recovery.
Dealing with orders and payments.
Providing customers with advice, guidance and support.
Providing excellent face-to-face customer service and also via telephone, e-mail, and internal messaging systems.
Use of Microsoft Office; Outlook, Word and Excel.
Data organising/ reporting.
Analysing customer satisfaction.
Working closely with all Spadework departments to ensure processes work efficiently and in a timely manner.

Where you’ll work

TESTON ROAD

OFFHAM

WEST MALLING

KENT

ME19 5NA

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

KENT COUNTY COUNCIL

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

Customer Service Practitioner Level 2 (GCSE).
On the job training with their employer, whilst working towards the apprenticeship Standard.
Regular work-based assessments/observations, carried out by Kent Training & Apprenticeships Tutor Assessor, to determine competency and meet with Awarding Body standards.

Requirements

Essential qualifications

GCSE in:

English (grade 4)

Desirable qualifications

GCSE in:

Maths (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

Communication skills
IT skills
Attention to detail
Organisation skills
Customer care skills
Problem solving skills
Administrative skills
Team working
Non judgemental
Patience
Reliable

About this company

Spadework is a charity that enables people to be more independent, feel less isolated and live happier, healthier and more fulfilling lives. We provide care, support, and meaningful opportunities for adults with learning and other disabilities, people experiencing problems with their mental health and those living with dementia. Situated in the pretty village of Offham, near West Malling, Spadework’s beautiful 5-acre site includes a Garden Centre, Farm Shop, Gift Shop and Café.

http://www.spadework.org.uk (opens in new tab)

After this apprenticeship

Potential for permanent employment for the right candidate.
Being an apprentice will help you develop professional skills whilst earning a salary with some of Kent’s best companies.
Gain professional skills and experience to enhance your CV and make it more attractive to potential employers.

Ask a question

The contact for this apprenticeship is:

KENT COUNTY COUNCIL

Kent Training and Apprenticeships Business Support Team

KT&A@kent.gov.uk

08007314297

The reference code for this apprenticeship is VAC1000284891.

Apply now

Closes on Monday 30 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.

After signing in, you’ll apply for this apprenticeship on the company's website.

Company’s application instructions

This employer has requested all applicants to apply through Kent Training and Apprenticeships online application system. Therefore, to apply for this position, please click on the link below and follow the online instructions.

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