Customer Service L2 Apprenticeship

Summary

As a part of the CSD team, you will be working with the team processing incoming sales orders from emails and calls. You will also be dealing with a wide variety of enquiries from our customers relating to sales & service issues.

Annual wage: £15,000 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday - Friday, 8.30am - 5.00pm, with a 1 hour lunch break.
37 hours a week
Possible start date: Saturday 3 January
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

We have a great opportunity for an Apprentice Customer Service Advisor to join our small friendly team in our new purpose built premises at Haresfield, near Stonehouse. In doing so you will be supported to achieve an NVQ level 2 as part of your role, and you'll be able to kick start your career earning a salary while gaining your qualification. This is a chance to develop new skills without being in full time education, receiving paid holidays and other staff benefits.

Duties will include:

As a part of the CSD team, you will be working with the team processing incoming sales orders from emails and calls
You will also be dealing with a wide variety of enquiries from our customers relating to sales & service issues
Your training will focus on developing new skills to perform all aspects of your role to the best of your ability
You need to bring your energy, enthusiasm and willingness to learn, ability to take feedback and a pro-active attitude to getting the task completed to a high standard

You will need to be computer literate with some experience of using Microsoft Outlook, Word and Excel, some Database experience would also be preferable and a good eye for detail.

You must possess a clear, confident and friendly communication style for use over the telephone with the ability to take detailed messages for other colleagues, therefore, fluent English written and spoken is essential. Some Customer Service experience would be useful.

You must be educated to GCSE level with English and maths passes. We're in the office every day, so you will need to be able to get to us at this postcode GL10 3EZ.

Where you’ll work

3 St Modwen Park

Haresfield

GL10 3EZ

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

SOUTH GLOUCESTERSHIRE AND STROUD 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 complete the Customer Service Practitioner Level 2 Apprenticeship Standard and your learning provider will be SGS College
SGS has elected to deliver the on-programme learning using the Level 2 Diploma for Customer Service Practitioners

The six mandatory units making up this qualification are listed below. You will also be required to select one relevant optional unit for the list below:

Working in a sales environment
Working in an administrative environment
Working in a contact centre environment
Customer service principles
Working in a retail environment
Social media in a work environment
Fundamentals of marketing

This qualification is delivered on a one-to-one basis in the workplace and there is no requirement to attend college unless English and maths is required.

SGS will work closely with employers to plan and deliver support and training appropriately. This will add value to the employer as it centres on real work competencies demonstrated in a real work experience.

Requirements

Essential qualifications

GCSE or equivalent in:

maths & English (grade A-C 4-9)

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

IT skills
Attention to detail
Organisation skills
Customer care skills
Problem solving skills
Administrative skills
Team working
Patience

Other requirements

We are in a remote location, please check you can get to us for 8.30am

About this company

The Great British Card Company designs, produces and ships greeting cards to national supermarkets and independent stores.

After this apprenticeship

Potential full time employment

Ask a question

The contact for this apprenticeship is:

SOUTH GLOUCESTERSHIRE AND STROUD COLLEGE

Kirsten Toghill

kirsten.toghill@sgscol.ac.uk

The reference code for this apprenticeship is VAC1000288242.

Apply now

Closes on Thursday 11 December

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