Apprentice Customer Service Practitioner

NS DIGITAL LTD

HORNCHURCH, RM11 3YD

Closes in 13 days (Friday 29 November)

Posted on 12 November 2024

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Summary

The Apprentice Customer Service Representative will support and offer the highest level of service to both our retailers and consumers by telephone or email. You will deal with queries from retailers, consumers, process new orders and collections whilst assisting other departments.

Annual wage
£11,520 a year

Minimum wage rates (opens in new tab)

£8 per hour

Training course
Customer service practitioner (level 2)
Hours
Shifts are 10.00am to 6.00pm on Monday, Tuesday and Friday. Saturday, 10.00am to 4.00pm.

30 hours a week

Possible start date

Saturday 30 November

Duration

1 year 3 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

  • Generate gross profit for the store through multi-channel proactive sales activity, including outbound calling to existing customers
  • Responsible for diagnosing and fixing faults on phones and tablets. This will involve where necessary replacing parts, testing and reassembling phones
  • Contribute to your store’s success by bringing to life our ethos of sales and customer advice, providing first-class service
  • You will be responsible for ensuring compliance standards are always met
  • Participate in training and keep up to date with all products, services, and promotions
  • Engage with customers in genuine, enjoyable conversations to understand their needs
  • Achieve daily, weekly, and monthly sales targets
  • Take pride in the appearance of the store, and ensure existing and prospective customers feel welcome

Where you’ll work

137 HIGH STREET

HORNCHURCH

RM11 3YD

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

WOODSPEEN 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

  • Training schedule has yet to be agreed. Details will be made available at a later date

Requirements

Essential qualifications

GCSE in:

  • English and 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
  • Administrative skills
  • Analytical skills
  • Team working
  • Initiative
  • Non judgemental
  • Patience

Other requirements

If you are using public transport to reach the vacancy, then please take into consideration your travel route and the time it takes to travel.

About this company

We are part of KTM Online Ltd, you may recognise our Fonehouse brand. The store, form part of a network of over fifty stores UK wide and KTM have a busy call centre in Bracknell and two successful retail trading websites (Fonehouse & Metrofone). Fonehouse has been an established phone retailer, trading on the High Street since the 1990’s. Approaching a customer base of nearly half a million. We have contracts with major network operators such as Three and Vodafone and believe in offering our customers the absolute best customer service at fantastic prices.

https://www.fonehouse.co.uk/about-us (opens in new tab)

After this apprenticeship

  • Potential to have a full time role within the company following completion of the apprenticeship.

Ask a question

The contact for this apprenticeship is:

WOODSPEEN TRAINING LIMITED

Karl Ungi

karl.ungi@woodspeentraining.co.uk

The reference code for this apprenticeship is VAC1000286970.

Apply now

Closes in 13 days (Friday 29 November)

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.