Customer service apprentice

Summary

If you're positive & outgoing, a team player, committed to delivering high quality customer service and ready for a challenge, then this role is for you! Due to the growth of our business over the past 6 months, we are looking for a Customer Service Advisor to join our busy, dedicated customer service team at our new facility in Rochdale.

Wage

£14,918.80 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

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£6.40 per hour this will be reviewed after 3 months

Training course

Customer service practitioner (level 2)

Hours

Monday- Friday 9am-5pm with 30 minutes unpaid lunch as well as two 15 minutes break paid

37 hours 30 minutes a week

Start date

Wednesday 16 April 2025

Duration

1 year

Positions available

2

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you’ll do at work

You will be responsible for providing a comprehensive support to our customers over the phone and by email, ensuring attention to detail and pro-actively working with colleagues both internal and external to achieve full customer satisfaction. You will have a key role in promoting excellent customer service as well as maintaining existing business relations and developing new business opportunities.

Provide help and advice to all customers as and when required and to have a positive ‘can do’ attitude, at all times
Communicate in a professional manner with all customers by telephone, email and letter
Proactive key account customer contact to ensure highest quality service levels maintained and service KPI targets achieved
Liaising with Network Hub and other Network Members to facilitate timely deliveries, investigate and resolve any customer queries, problems or complaints
Scanning of PODs and other paperwork within strict deadlines
Maintain up to date and accurate records of customer discussions and all correspondence
Produce information for customers utilising our computer software packages & systems
To demonstrate the facilities of the online system to all new potential customers when required
Provide training and support to customers on the online system
Ensure that all relevant standards are maintained within the department
Undertake other general administration duties
Attend weekly 1-2-1’s with Assistant Customer Service Manager to assess strengths and development areas and agree support/training required
Assist other colleagues within the wider team as and when required
Maintain a tidy and safe working environment
Ensure you maintain a high level of health & safety standards and follow all company procedures in relation to health & safety

Where you’ll work

UNIT 8
CHICHESTER STREET
ROCHDALE
OL16 2AU

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

College or training organisation

ROCHDALE TRAINING ASSOCIATION 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

The training will be provided by Rochdale training and the course will be delivered on site

Requirements

Essential qualifications

GCSE in:

Maths & English (grade 4 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
Good Telephone Manner

Other requirements

Please research the location of Rochdale Training as well as the location of the employer to ensure that you can travel to both locations. Apprentices are paid for their normal working hours and training that's part of their apprenticeship (usually one day per week). The Apprenticeship National Minimum Wage guide is updated every April (ANMW): https://www.gov.uk/national-minimum-wage-rates

About this company

A.D.D. Express Ltd are proud of our people –they’re the heart of our business and our success. We are committed to working in partnership with our customers, becoming an integral part of their operations, understanding and analysing their problems so we can provide customised, flexible and future-proof solutions to support their growth. This is an excellent opportunity to join a shareholder member of the UK’s largest pallet network, Pall-Ex. As winner of 'Regional Depot of the Year Northern & Scotland 2021', we are constantly striving to ensure we remain the best distribution partner, by ‘working together’ and ‘winning together’; we are #TeamADD.

https://www.addexpress.co.uk/ (opens in new tab)

After this apprenticeship

This position could lead to a full-time role at the end of the apprenticeship

Ask a question

The contact for this apprenticeship is:

ROCHDALE TRAINING ASSOCIATION LIMITED

Jason Wales

jwales@rochdaletraining.co.uk

07860919380

The reference code for this apprenticeship is VAC1000300378.

Apply now

Closes in 11 days (Tuesday 15 April 2025 at 11:59pm)

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