Customer Service Apprentice

Summary

Boots Opticians is one of the leading opticians in the UK with 550 practices. We have a fantastic opportunity in our Chorlton Opticians to recruit an Apprentice who will learn and develop their customer services skills in a professional environment, from our experienced team.

Wage: £11,778 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: 4 days per week, 9am-5.30pm (1 hour break), covering days Monday to Saturday (No Sundays)
30 hours a week
Possible start date: Tuesday 25 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

Demonstrate and explain product's features, advantages and benefits, using non-technical language

Clearly explain the product pricing structure; handling questions and working with the customer to find a suitable product for their budget and gain commitment to purchase

Deliver operational processes and tasks relating to the role and the general operating of the store, such as date checking, banking etc, in order to give right first time customer care and maximise profitability.

Follow all legal and professional requirements and clinical SOP's to the required standards

Build rapport with customers and understand their needs throughout their journey; making recommendations suited to the customer's vison and lifestyle needs with the support of Eyewear Specialists and the wider team

Support experience colleagues to use the Optometrist's recommendations to build perfect product solutions for the customer, including accessories, contact lenses and additional pairs

Deliver under guidance the technical tasks in the store by ensuring the safe supply of eyewear, such as ordering, glasses collections, glasses adjustments and relevant administration

Remain calm and professional when dealing with difficult customer situations; listen and conduct the triage process to find a positive and acceptable solution for the customer with the support of Optical Consultants Experienced and Dispensing Opticians where appropriate

Follow all legal and professional requirements and clinical SOP's to the required standards for which you have been signed off as competent by a clinician

Where you’ll work

426 Barlow Moor Road

Manchester

Lancashire

M21 8AD

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

TOTAL PEOPLE 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

Customer Service Practitioner Level 2 Standard

Off-the-job training is a critical and important element within the apprenticeship. Apprentices must complete the minimum requirement for the off-the-job training. The requirement is to complete a minimum of 6 hours per week or the equivalent over the practical learning duration (20% of capped 30 working hours). Off the job training must deliver new skills and knowledge that are directly relevant to the apprenticeship standard and can include:

Teaching of theory via blended delivery methods
Practical training
Work shadowing supported learning and time spent writing any assignments/questions

Requirements

Desirable qualifications

GCSE or equivalent in:

English (grade 4)
Mathematics (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

Attention to detail
Communication skills
Customer care skills
Initiative
Logical
Non judgemental
Number skills
Organisation skills
Patience
Team working

Other requirements

The candidate over time, will demonstrate the following behaviours: Fact finding and active listening Assisted sale; able to adjust selling techniques to suit individual customer and have confidence and ability to gain commitment to purchase Rapport and relationship building with customers and colleagues Recognising customers emotions and feelings Ability to organise work and multitask Proactively identify and solve problems Attention to detail Ability to tactfully and competently handle questions, objections and concerns/complaints Behaviours: Polite and warm manner of speech Confidence to approach and speak to variety of customers

About this company

Boots Opticians is one of the leading opticians in the UK with 550 practices. We have a fantastic opportunity in our Chorlton Opticians to recruit an Apprentice who will learn and develop their customer services skills in a professional environment, from our experienced team.

After this apprenticeship

The opportunity to progress to Customer Service Specialist and progress within the business.

Ask a question

The contact for this apprenticeship is: