Customer Advisor Apprentice

Summary

In this role, you will be accountable to the department Manager and Director. This role will provide all customers with exceptional service on the phone, in person and online by providing real-time service using the Vospers Website and other operational tools.

Annual wage: £13,312 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday – Friday between 9am to 6pm with 1 day a week at college TBC.
40 hours a week
Possible start date: Monday 2 December
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

Provide a warm, friendly, and professional welcome to all telephone, walk-in and online customers.
Identify the customer’s needs and direct them to the relevant area of the business on the phone and online, including via Vospers website chat.
Working with accuracy, you will be interacting with customers online, answering queries promptly and professionally, which will demonstrate your excellent computer, literacy and typing skills.
Answer, qualify and announce calls to individuals and departments in a prompt, professional, friendly, and helpful manner, taking and forwarding messages as appropriate.
Assign website enquiries and leads to the relevant Sales departments and forwarding on aftersales leads to the Service and Parts departments, following up when necessary.
Taking ownership of Customer Service enquiries, resolving issues when appropriate and ensuring correct escalation when required.
Be a point of contact for post and parcel deliveries and inform departments of any visitor’s arrival, signing in guests when applicable and assisting with marketing campaigns.

Where you’ll work

Marsh Mills Park

Longbridge Road

Plymouth

Devon

PL6 8AY

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

ACHIEVEMENT TRAINING 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

You will receive specific on the job training from the employer in your workplace at Vospers.

Off the job training will be delivered using weekly classroom sessions delivered at Achievement Training city centres location or you will be work based and will be given time in the working week to study towards the theory element of the programme. You will be working towards:

Level 2 Customer Service Apprenticeship Standard.
Apprentices without Level 2 English and maths (A*-C or 9-4 GSCE or equivalent) will need to achieve this level before the end of their apprenticeship.

Requirements

Essential qualifications

GCSE in:

English & 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
Punctual

About this company

At Vospers Ford we have several dealerships located across Devon and Cornwall offering both passenger cars and commercial vehicles, as well as after-sales and servicing facilities. Each of the Vospers Ford teams uphold our core values, which include providing the highest levels of customer service, going above and beyond whenever possible and providing our customers with the highest quality product and services.

https://www.vospers.com/ford/new-cars/?utm_source=Google&utm_medium=PMX&utm_campaign=FordNew&utm_adg (opens in new tab)

Company benefits

This role will require you to work in the department office and the Atrium/Reception area, with the opportunity for occasional remote working following the successful completion of the probationary period.

After this apprenticeship

Customer service skills are transferred across lots of different jobs and industries.

With experience, you could:

With experience you could:

Work in other industries like transport, delivery and storage or digital.
Become a team leader, training officer or customer services manager.
Move into other areas of the business, like sales or account handling.

Ask a question

The contact for this apprenticeship is:

ACHIEVEMENT TRAINING LIMITED

Macie Thirlby or David Kellier

Admissions@achievementtraining.com

01752 202266

The reference code for this apprenticeship is VAC1000285044.

Apply now

Closes in 12 days (Monday 25 November at 11:59pm)

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.

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