Customer Service Assistant Apprentice

Summary

Working in a busy office with a small team focused on delivering a positive experience to clients, contractors, engineers and site residents, by taking ownership for the quality of customer service and satisfaction. As a customer service assistant, you will often be the first port of call and there will be lots of interaction and collaboration.

Wage: £15,704 to £25,396.80 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Office hours are Monday-Friday 8am-4pm or 8:40-4:30pm Lunch is 30 minutes.
40 hours a week
Possible start date: Tuesday 1 April
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

Handling client purchase orders (POs) and enquiries as they arrive by email and telephone
Managing and allocating POs in line with business processes to ensure customer delivery is consistent
Accurately processing data into customer management systems and field management software
The effective planning of engineer work schedules
The management of approved contractor work orders
The preparation of high-quality service, maintenance and emergency response reports for clients
The preparation and calculation of POs and quotations
Assisting with the creation and continuous improvement of business processes
Participation in training and development

Where you’ll work

61a
Higher Green Lane
Tyldesley
Manchester
M29 7HQ

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

WIGAN AND LEIGH COLLEGE

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

On the job training will take place at our office

More training information

Portal training will also be provided on an ongoing basis for a variety of subjects such as H&S, environmental awareness and first aid

Requirements

Essential qualifications

GCSE in:

English (grade 3)
Math (grade 3)

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
Number skills
Analytical skills
Team working
Initiative
Patience

Other requirements

Living locally to our office at Higher Green, Astley, would be advantageous to applicants. Long periods will be spent sitting at a desk and working on a computer. Excellent communication skills (both written and verbal), attention to detail, and understanding of Math's calculation of percentages are a requirement.

About this company

Rescom is an Employee-Owned Trust and works with large property management companies to provide building compliance and maintenance services across the UK to multi-occupancy dwellings, ensuring they’re safe for habitation and compliant with current legislation. Our brilliant customer service and on-site teams work from offices at Higher Green Astley supporting each other, and our approved contractors daily, ensuring we respond, resolve, and report client requests for assistance in a timely and professional manner. In return, their positive contribution is rewarded with opportunities to learn and grow, a friendly and collaborative working environment.

Company benefits

Benefits such as the cycle to work scheme, length of service holiday accrual, employee benefits program, salary exchange, company pension and more.

After this apprenticeship

Cross-training will take place as experience grows, from purchase order processing to managing annual planned maintenance contracts (including scheduling and reporting), and on to managing unplanned reactive and emergency response requests, tenders, and projects.
The option to undertake other NVQ or industry qualifications is also available to those who wish to.

Ask a question

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