Apprentice Customer Service / Office Support

GSR HEATING LTD

HEREFORD, HR4 9NH

Closes in 21 days (Friday 29 November at 11:59pm)

Posted on 8 November 2024

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Summary

GSR specialise in heating, insulation and boiler installations across the three counties. We deliver quality results and work closely with agencies to identify residents who are eligible for funding for their heating needs. We are looking for a customer service apprentice to help provide office support for our day-to-day duties.

Annual wage
£9,984 a year

Minimum wage rates (opens in new tab)

£6.40 per hour (£7.55 from April 2025). Salary will be reviewed after 6 months in employment

Training course
Customer service practitioner (level 2)
Hours
30 hours per week -working times negotiable.

30 hours a week

Possible start date

Thursday 2 January

Duration

1 year 4 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

Daily duties will include:

  • Filing
  • Updating customer relationship management system
  • Answering the phone
  • Checking and actioning voicemail messages 
  • Monitoring emails
  • Booking in installations and services
  • Ordering plumbing parts
  • Checking parts have arrived and updating customers
  • Raising purchase orders
  • Help to raise invoices

Where you’ll work

ENERGY HOUSE

GRANDSTAND ROAD

HEREFORD

HR4 9NH

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

HEREFORDSHIRE AND WORCESTERSHIRE GROUP TRAINING ASSOCIATION 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

    Formal training is delivered at HWGTA, located in Holmer Road (HR4 9SX).

    You will receive training a training plan that is specific to your qualification, with sessions that are delivered through a combination of face-to-face and remote. 

    Additional training for functional skills in English and maths will be undertaken if needed.

    You will receive monthly visits from your assigned Learning and Development Specialist, who will set you work, monitor your development and wellbeing, and discuss training sessions. They will also prepare you for your End Point Assessment to gain your Customer Service level 2 qualification.

    There is also a five-day teambuilding residential trip that is held in spring of each year.

    Requirements

    Essential qualifications

    GCSE in:

    • English (grade 4 or C above)
    • Maths (grade 4 or C above)

    Desirable qualifications

    GCSE in:

    • I.T (grade 4 or C above)

    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
    • Adaptable
    • Positive attitude
    • Enthusiastic
    • Friendly and outgoing

    Other requirements

    The office is located on the top floor with the only access being via stairs. Holidays are encouraged to be taken between April to October. There is a Christmas shutdown.

    About this company

    An established heating, renewables and insulation company based in Hereford, we work to get funding for customers through local councils to help the most vulnerable and reduce fuel poverty.

    http://www.gsrheating.co.uk (opens in new tab)

    Company benefits

    Free parking onsite.

    After this apprenticeship

    This could lead to a permanent position within the company or further training on other areas of the business.

    Ask a question

    The contact for this apprenticeship is:

    HEREFORDSHIRE AND WORCESTERSHIRE GROUP TRAINING ASSOCIATION LIMITED

    Lisa Wilkinson

    lisa.wilkinson@hwgta.org

    01432377002

    The reference code for this apprenticeship is VAC1000286622.

    Apply now

    Closes in 21 days (Friday 29 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.