Helpdesk Coordinator Apprentice

Summary

You will be the first point of contact for National Facilities Management 247, handling helpdesk enquiries in a friendly and helpful manner! You will be eager to ensure the client is serviced in the best possible way and will provide them with ongoing support throughout their experience. You will achieve a Customer Service Practitioner standard!

Wage: £12,480 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday to Friday, 9am until 5pm. Plus out of hours on a rota basis.
37 hours 30 minutes a week
Possible start date: Saturday 1 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

A first point of contact for clients and contractors.
Understanding queries and communicating professionally and effectively to make sure the client is always serviced in the best possible way, whilst offering on-going support.
Handling re-active and small project works.
Booking works with engineers/contractors.
Liaising with clients.
Raising purchase orders.
Raising quotations.
Engineer searches.
Admin support.
Completing invoicing.
Booking any third-party support.
Liaising with fellow departments.

Where you’ll work

92 New North Road

Huddersfield

HD1 5QP

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

NATIONAL BUSINESS COLLEGE 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

At the end of this apprenticeship, you will gain a Customer Service Practitioner level 2 apprenticeship standard qualification, along with Functional Skills in maths and English (if required).

You will attend college sessions once a fortnight at National Business College (NBC) and also receive workplace visits from your tutor who will help the employer to monitor your performance throughout the programme. NBC is conveniently located just 5 minutes away from the main bus and train stations.

Requirements

Desirable qualifications

GCSE or equivalent in:

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

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
Customer care skills
Team working

Other requirements

A full time job at the end of the apprenticeship

About this company

National Facilities Management 247 offer a full range of facilities management on a nationwide basis covering the whole of the United Kingdom. Their services range from reactive maintenance to full commercial fit outs. Customer service is at the forefront of their business - They work with all their clients to offer a professional and bespoke service, to make sure clients get the best solution for their business.

https://www.nationalfm247.com/ (opens in new tab)

After this apprenticeship

Progression onto a level 3 customer service or business administrator apprenticeship is a possibility for the successful candidate.

Ask a question

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