Customer Care Apprentice

Summary

The role is incredibly varied with the primary role being Customer Care from our Kenilworth office. As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

Annual wage

£12,480 a year

Minimum wage rates (opens in new tab)

Fixed wage £12,480 rising to £14,722.50 in April 2025

Training course

Customer service practitioner (level 2)

Hours

Monday - Friday, 9.00am - 5.00pm (30 minutes unpaid lunch break).

37 hours 30 minutes a week

Possible start date

Monday 3 February

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

Arranging home visits or telephone calls to understand the care needs of prospective clients
Communicating with clients and care staff, including helping plan rotas
Monitoring the care and support delivered by members of the Care Team
Regularly reviewing and updating care plans to reflect the changing needs of clients
Regular interactions with clients over the phone to see how the service is that Silverberry Care is providing.
Answering queries via email & phone calls
Data entry & office administrative duties
To complete all associated administration in an accurate and timely manner
To provide outstanding customer care always, both internally and externally
General enquiries
Resolving issues
Complaint management and resolution

Where you’ll work

3 Park Road

Kenilworth

CV8 2GF

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

WARWICKSHIRE COLLEGE

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 develop the Knowledge, Skills and Behaviours to meet the standards of achievement for the Customer Service.

Practitioner apprenticeship. You will gather evidence for your portfolio, supported by your mentor and coach, tutors, and employer. At the end of your on programme training and coaching - you will be assessed by an independent End Point Assessor (EPA). You will also attend online Masterclasses every other week.

Qualification achieved: Level 2 Customer Service Practitioner.

Requirements

Essential qualifications

GCSE in:

English (grade 4)
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

Other requirements

Please complete the application form in full, this includes an accurate and detailed list of your qualifications. If you do not live near the employer address, please detail how you plan to travel/commute to the role, considering available transport and journey times.

About this company

Silverberry Care is a small Care agency which provides Care to Adults and children in their homes and the wider community. From Personal Care to companionship. Based in Warwickshire & Coventry

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

After this apprenticeship

We ideally want the successful Apprentice to move into a permanent role within our organisation.

Field Care Superviser or Care Co-ordinator

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