Customer Service Apprentice

Summary

We are looking for a Customer Service apprentice to support our sales tech team. The role requires a switched-on individual who is self-motivated and highly organised. Attention to detail, a high level of accuracy, fantastic customer service and communication skills are very important to be a success in this role.

Annual wage: £14,000 a year
Minimum wage rates (opens in new tab)
Training course: Customer service specialist (level 3)
Hours: Working week Monday – Thursday, 8.00am – 5.00pm, Friday, 8.00am - 3.00pm.
40 hours a week
Possible start date: Monday 27 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

First point of contact for technical queries regarding tool selection and their usage via phone, email or online chat
Prepare quotes for non-catalogue materials including pricing, product selection & availability checks, must have knowledge of UK suppliers for PPE, Cutting Tools, Hand Tools and other consumable product suppliers.
Support complex customer projects, e.g. large tenders, quotations and catalogue changes etc.
Liaising with Product & Purchasing teams in Hoffmann Head office to obtain pricing & delivery times for non-catalogue products and local suppliers in the UK
Be informed of the latest product news through the relationship with the PM
Work in close cooperation with the different departments
Market knowledge in given specialism and knowledge of specification of product for PPE, Cutting Tools, Hand Tools, Abrasives and other catalogue products.
Technical diagnosis of quality incidents of the product groups under its competence
Liaising with UK suppliers to obtain quotes & progress outstanding orders
Assist customers with technical queries and product selection from Hoffmann catalogue
Convert competitors/suppliers’ product item numbers to Hoffmann catalogue item numbers
Consolidate supplier lists and product portfolios to streamline processes and efficiency
Provide technical support/advice to Inside & Field sales teams when necessary
Accompany ASMs on customer visits as required
Log & update information on CRM system
Support with the analysis from SAP and other systems
Continuously improve service performance of Hoffmann Group through the permanent exchange of information and knowledge
Stay up to date with new product introductions to Hoffmann catalogue range to provide professional technical guidance & advice to customers & sales teams
Other duties as assigned

Where you’ll work

Hoffman UK

Gee Business Centre

Holborn Hill

Birmingham

B7 5JR

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 specialist (level 3)

Equal to A level

Course contents

Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
Service Improvement: Make recommendations based on your findings to enable improvement
Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

Your training plan

Customer Service Assistant Level 2 Apprenticeship Standard qualification
End-Point Assessment (EPA)
In-house training

Requirements

Essential qualifications

GCSE in:

English/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
Customer care skills
Problem solving skills
Administrative skills
Logical
Team working
Creative
Initiative
Non judgemental
Patience

About this company

We make things extremely easy with our industrial tooling and equipment. We provide reliable quality tools and pioneering innovations by GARANT, HOLEX and other leading brands. As such, you obtain everything from one supplier. When it comes to selecting the right tools, we make it incredibly easy to find the perfect product straight away – meaning you can find everything falling within 10 metres of industrial workstations.

https://www.hoffmann-group.com/GB/en/houk/ (opens in new tab)

After this apprenticeship

A possible permanent position within the organisation for the right candidate
Potential to progress onto a dispensing course

Ask a question

The contact for this apprenticeship is:

WOODSPEEN TRAINING LIMITED

Sham Singh

sham.singh@woodspeentraining.co.uk

07483413718

The reference code for this apprenticeship is VAC1000294508.

Apply now

Closes in 16 days (Sunday 26 January)

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After signing in, you’ll apply for this apprenticeship on the company's website.

Company’s application instructions

Please apply following the link and upload a copy of your latest Resume/CV along with your date of birth, postcode, and contact details.

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