Customer Service Practitioner Apprenticeship

Summary

Northern Skills are recruiting on behalf of Nitelight CIC who are looking for a hardworking, motivated and enthusiastic candidate to join their team. During the course of this apprenticeship, you will be learning the role of a customer service practitioner while also gaining a qualification.

Annual wage: £9,984 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday, Wednesday and Friday, 9.30 to 2.30pm. Tuesday and Thursday, 9.30am to 5.00pm.
30 hours a week
Possible start date: Monday 10 February
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

Handling incoming phone calls and addressing enquiries
Assisting customers in-person, processing orders and payments, and resolving queries
Managing order processing and fulfilment
Supporting online sales by uploading and pricing products, packaging and dispatching orders, updating tracking information, and responding to customer queries via email
Maintaining and updating digital records
Printing, photocopying, and organising documents
Taking meeting minutes and notes
Resolving minor issues as they arise
Performing various administrative tasks
Escalating complex issues to senior staff when necessary
Responding to customer enquiries through phone, email, and web chat
Providing product and service recommendations
Processing customer orders and handling payments
Updating customer information in database systems
Managing postal responsibilities
Communicating with trading partners and suppliers

Where you’ll work

Unit 3 & 4

North Road

South Bank

Middlesbrough

TS6 6AA

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

MIDDLESBROUGH 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

Day release at Middlesbrough College

Requirements

Essential qualifications

GCSE in:

Maths and 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

Communication skills
IT skills
Organisation skills
Customer care skills
Problem solving skills
Presentation skills
Administrative skills
Team working
Patience

About this company

Nite Light are a Community Interest Company. The hub offers shower, washing machine and dryer facilities as well as a welcoming, affordable cafe and retail space. We run lots of community events and support for those in need and are always looking for volunteers to help out.

After this apprenticeship

Depending on the circumstances of the business, upon completion of the apprenticeship programme there could be a potential employment position available

Ask a question

The contact for this apprenticeship is: