Apprentice Customer Service Representative

Summary

The Apprentice Customer Service Representative will support and offer the highest level of service to our stakeholders. You will undertake and complete a Customer Service Level 2 apprenticeship with Key Training, whilst receiving mentoring and support from your line manager and wider team.

Wage: £15,704 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Shifts to be confirmed
40 hours a week
Possible start date: Monday 10 March
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

What you will learn:

Understand the underpinning business processes that support you in providing excellent service to our customers
How to navigate the businesses internal systems and external portals to process customer requests
Know your internal and external customers and how their behaviour may require different approaches from you
Understand how to analyse, use and present a range of information to provide customer insight
Find solutions that meet your organisations needs as well as the customer requirements
Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
Demonstrate brand advocacy, values and belief when dealing with customer requests to build trust, credibility and satisfaction

Where you’ll work

Franciscan house

51 Princes Street

Ipswitch

IP1 1UR

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

More training information

Key Responsibilities of the role include:

Customer service admin; processing new sales orders, collections.
Assist the invoice team.
Receive inbound sales leads and convert into sales
Make outbound calls to produce new business sales leads
Upsell additional products and services to existing customers
Assist with office housekeeping and admin projects.
Offer excellent customer service to our retailers via email and telephone.
Engage with consumers who are looking for product information.

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

Xpress Fuel are one of the largest independent fuel suppliers, providing fuel cards and bulk fuel deliveries across the UK within a 24 – 48 hour turn around. We offer same day emergency deliveries, anytime, anywhere

https://www.xpressfuel.co.uk/ (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 VAC1000300191.

Apply now

Closes in 14 days (Sunday 9 March)

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.

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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