Customer Service Apprentice

Summary

As our Apprentice Customer Service administrator, you will provide an excellent support function to internal colleagues. You will be responsible for a range of general customer support and administrative tasks, including but not limited to maintaining records, issuing documentation and maintaining a high standard of customer service.

Annual wage: £16,000 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday - Friday, between 9.00am - 5.00pm.
37 hours a week
Possible start date: Monday 13 January
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

General administration duties.
Answer and direct queries providing accurate information to ensure excellent customer service is being delivered.
Prioritise and process customer requests submitted by telephone or email.
Investigate and resolve any customer queries quickly and patiently.
Maintain thorough and accurate customer service records.
Keep confidential records and financial information private and secure.
Learn how to use various database systems and technology to deliver great customer care.
Liaise with energy suppliers on behalf of our customers to ensure they receive the best possible service.
Work as part of the NGP team to support colleagues, identify further business opportunities and drive positive company sales results.
Communicate with customers as their contract start dates approach to ensure a smooth transition to meet their specific energy needs.
Ensure we can keep our customers engaged, customer retention.
Comply with all company operating policies and procedures.
Any other duties that are deemed appropriate from time to time.

Where you’ll work

Baltic Place, Gateshead

NE8 3AE

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. Upon completion of your apprenticeship, you will achieve a level 2 qualification as a Customer Service Practitioner. Training schedule has yet to be agreed. Details will be made available at a later date.

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

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

Other requirements

- access to Simply Health after 6 months of being employed (can claim back eye tests etc.) - Cinema Society (discounted cinema tickets) - Discounted Dining on Selected Restaurants.

About this company

Northern Gas and Power (a subsidiary of Global Procurement Group) is an international energy procurement specialist and is the largest energy consultancy in Europe. We guide businesses of all sizes ranging from SMEs to global organisations in purchasing their energy contracts. We set up comprehensive strategies for organisations to procure their energy contracts; negotiate contracts with energy suppliers; introduce and operate risk management frameworks; collect, check, and analyse invoices; and calculate organisations' GHG emissions and carbon footprints. Our consultancy is supported by our unique ClearVUE platform that brings together and visualises information from a global energy portfolio down to the last detail - helping our clients work towards their Net Zero goals and ensuring compliance with climate-related legislation. Join our global family, with modern and vibrant offices in the UK, France, Malta, India, and Italy. Be part of a team that's leading the way in energy consultancy and helping businesses make informed decisions about their energy consumption.

After this apprenticeship

Full-time roles are available for the right candidates upon completion of an apprenticeship. From there, there will be an opportunity for long-term career progression within the organisation. Northern Gas and Power are looking for candidates who will be a pivotal, long-time-serving member of the organisation.

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