Customer Support and Administration Apprentice

Summary

The main purpose of this role is to assist with day-to-day tasks for the booking team. This would include but not be limited to scheduling the upholsterers’ weeks and making sure that our upholsterers have everything they need and working closely with the booking team including the Head of Client Support.

Wage: £12,480 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday to Friday 9am to 5pm.
37 hours 30 minutes a week
Possible start date: Friday 28 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

Key Responsibilities

Providing high-quality customer support via phone, email, and in-person interactions
Effectively gathering, recording, and managing client information.
Assisting in the resolution of client issues and ensuring enquiries are addressed promptly
Managing administrative tasks such as filing, record-keeping, and mail duties via CRM
Contributing to the improvement of customer care processes and client satisfaction
Collaborating with internal teams to ensure continuity and excellence in service delivery
Making sure all correct information is logged on the job.
Keeping customers' portals up to date and making sure we are hitting our SLA's
Making sure the correct colours are flagged for the upholsterers

Skills and Qualifications

Strong communication and interpersonal skills
Proactive problem-solving ability with a client-focused approach
Competency in using IT systems and Microsoft Office (Word, Excel, Outlook)
Good organisational skills with an ability to prioritise workloads effectively
A positive attitude and a willingness to learn and develop new skills

Where you’ll work

Northlight Estates

Brierfield

Nelson

BB9 5FG

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

PROFESSIONAL APPRENTICESHIPS LTD

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

During this advanced apprenticeship, you will learn a vast range of knowledge, skills and behaviours, covering topics such as communication skills, understanding the organisation and customer experience.
You will undertake the ground-breaking Professional Apprenticeships Customer Service Level 2 qualification. Professional Apprenticeships are an Ofsted Outstanding rated training provider and hold the title of Bristol and Bath Apprenticeship Training Provider of the Year for 2021.

The programme is designed to mould you into a high-level, all-rounded customer service professional. You will learn in detail about influencing skills, dealing with challenges, team working & much more.

These modules are designed to jump-start your career and make you stand out in an increasingly competitive field, boosting your future earning potential.

Requirements

Essential qualifications

GCSE in:

English (grade 4/C Or above)
Maths (grade 4/C Or above)

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
Presentation skills
Administrative skills
Number skills
Analytical skills
Logical
Team working
Initiative
Non judgemental

About this company

We’re upholstery insiders, and with over 14 years’ industry experience, we’ve never met a project we couldn’t handle. But despite our passion for upholstery, our focus is always people. We pride ourselves on delivering a personalised, human service and putting the needs of our clients and team members front and centre. We also believe great upholstery doesn’t have to be expensive. With a range of service options, our prices are competitive, and we’re always cheaper and faster than replacing equipment or furniture with new. What’s more, Upholstery2u is a green option – by bringing well-used objects and furniture back to life, we prevent thousands of items from going to landfill.

After this apprenticeship

We offer a supportive and inclusive work environment, where your development is a priority. You will gain valuable qualifications and experience that will set the foundation for a successful career in client support.

Ask a question

The contact for this apprenticeship is:

PROFESSIONAL APPRENTICESHIPS LTD

The reference code for this apprenticeship is VAC1000299800.

Apply now

Closes in 15 days (Thursday 20 February)

When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.

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

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