Apprentice Contact Centre Agent

Summary

An excellent opportunity for an apprentice to promote and sell a range of club services and products, handle member and non-member enquiries and resolve complaints to the required standards. Provide excellent customer service in relation to all product areas via inbound calls, outbound calls, e-mail, webchat and/or social media as required.

Wage: £19,000 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday to Friday 9am to 5pm, including a 1-hour lunch break (unpaid) and 2 x 15-minute breaks.
35 hours a week
Possible start date: Monday 3 March
Duration: 1 year 3 months
Positions available: 6

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

Key Tasks/Accountabilities:

To promote and sell to members all the Clubs services relating to Membership, UK Sites and potentially Caravan Cover or Travel, ensuring compliance with all standards
Handle member and non-member enquiries
Resolve complaints to the required standards
To undertake, as required, ongoing learning activity to develop product knowledge across the full range of products to meet operational requirements
To provide a high level of customer service and product information to our members and potential members, in accordance with the Club’s standards and strategic goals, processing and escalating calls as necessary to ensure first-time resolution wherever possible
To assist other sections of the department and represent the Club at outside events as required

Where you’ll work

EAST GRINSTEAD HOUSE

LONDON ROAD

EAST GRINSTEAD

RH19 1UA

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

STRAIGHT A 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

To undertake the completion of the Level 2, Customer Service Practitioner apprenticeship programme (minimum 12-months, plus a 3-month End Placement Assessment - EPA).

The apprenticeship training will be provided through online learning.
Training and development will take place in the workplace.

In conjunction with business requirements, to undergo training and comply with current and ongoing FCA regulatory requirements.

Requirements

Essential qualifications

GCSE or equivalent in:

English (grade C - A* (4 - 9))
Maths (grade C - A* (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

Communication skills
IT skills
Customer care skills
Adaptable
Knowledge of Google suite
A Level educated

Other requirements

Due to FCA (Financial Conduct Authority) regulations candidates will need to provide relevant information to complete an: ● Adverse Financial Check and ● Basic Criminal Records Check. These will be undertaken via Experian through a secure and confidential portal. Once trained on our Caravan Cover product you may be required to work 09:00 - 13:00 on a Saturday morning from home. Saturday rotas are provided in January for the current year and you are not likely to be rostered more than 5 Saturdays in a 12 month period. This time would be added to your holiday allocation. The Caravan and Motorhome Club is committed to employing a diverse workforce. All applications are treated equally and we recruit purely on the basis of skills and experience. We know our greatest strength is our people, so differences are celebrated, and we strive to create an environment where colleagues feel respected and valued for their unique potential.

About this company

At the Caravan and Motorhome Club, we aim to share our passion for enjoying the great outdoors by providing an unrivalled choice of quality places to stay, at locations world-wide. We provide over one million members with access to nearly 2,700 locations in the UK and Europe, as well as giving them access to our vast knowledge and expertise in how to make the most of caravanning and motorhoming as a leisure pastime. Our offices are based in East Grinstead, West Sussex

After this apprenticeship

Potential for permanent position.

Ask a question

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