Customer Service Representative (Business Administration) Apprenticeship

Summary

Pihu Energy Savings are looking for a highly motivated and enthusiastic Customer Service Representative Apprentice to join our dynamic team and support their operations. You will be studying toward your Business Administration L3 apprenticeship qualification.

Wage: £14,859 a year
Minimum wage rates (opens in new tab)
Training course: Business administrator (level 3)
Hours: Monday-Friday (9AM-5PM)
37 hours 30 minutes a week
Possible start date: Thursday 1 May
Duration: 1 year 6 months
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

A Business Administration Customer Service Representative is responsible for providing support and assistance to customers, addressing inquiries, resolving issues, and ensuring customer satisfaction. This role typically involves managing customer communication, processing energy contracts, handling complaints, and maintaining accurate records.

Day-Day Responsibilities:

Customer Interaction:

Answer inbound calls or make outbound calls to commercial clients (businesses, organizations, etc.)
Understand their energy usage needs and provide tailored solutions for electricity and gas plans.

Price Comparison:

Collect information from clients (e.g., current energy provider, usage patterns) and compare prices across various energy suppliers.
Provide clients with quotes and highlight potential savings from switching to different providers.

Product Knowledge:

Stay up-to-date with the latest energy tariffs, promotions, and packages offered by different energy companies.
Explain the terms and conditions of various plans to clients clearly.

Data Entry & Record Keeping:

Input customer information and energy usage data accurately into the system.

Keep track of communications, quotes provided, and follow-ups in the customer relationship management (CRM) system.

Advisory Role:

Offer advice on energy efficiency, energy-saving tips, and how to optimize their energy contracts.
Assist with contract renewals and ensure clients understand their billing structures.

Follow-Up:

Follow up with clients to ensure they are satisfied with their energy plans or to encourage them to finalize any pending contract offers.
Handle objections and concerns from clients to help close deals.

Compliance:

Ensure that all calls and transactions comply with relevant energy regulations and company policies.
Provide accurate and transparent information about the pricing and terms.

Where you’ll work

Pihu Energy Savings Ltd, Suite 10, West 44 Business Centre
Pudsey
LS28 7UR

Training

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

College or training organisation

PARAGON EDUCATION & SKILLS LIMITED

Your training course

Business administrator (level 3)

Equal to A level

Course contents

Skilled in the use of multiple IT packages and systems relevant to the organisation in order to: write letters or emails, create proposals, perform financial processes, record and analyse data. Examples include MS Office or equivalent packages. Able to choose the most appropriate IT solution to suit the business problem. Able to update and review databases, record information and produce data analysis where required.
Produces accurate records and documents including: emails, letters, files, payments, reports and proposals. Makes recommendations for improvements and present solutions to management. Drafts correspondence, writes reports and able to review others' work. Maintains records and files, handles confidential information in compliance with the organisation's procedures. Coaches others in the processes required to complete these tasks.
Exercises proactivity and good judgement. Makes effective decisions based on sound reasoning and is able to deal with challenges in a mature way. Seeks advice of more experienced team members when appropriate.
Builds and maintains positive relationships within their own team and across the organisation. Demonstrates ability to influence and challenge appropriately. Becomes a role model to peers and team members, developing coaching skills as they gain area knowledge.
Demonstrates good communication skills, whether face-to-face, on the telephone, in writing or on digital platforms. Uses the most appropriate channels to communicate effectively. Demonstrates agility and confidence in communications, carrying authority appropriately. Understands and applies social media solutions appropriately. Answers questions from inside and outside of the organisation, representing the organisation or department.
Completes tasks to a high standard. Demonstrates the necessary level of expertise required to complete tasks and applies themself to continuously improve their work. Is able to review processes autonomously and make suggestions for improvements. Shares administrative best-practice across the organisation e.g. coaches others to perform tasks correctly. Applies problem-solving skills to resolve challenging or complex complaints and is a key point of contact for addressing issues.
Takes responsibility for initiating and completing tasks, manages priorities and time in order to successfully meet deadlines. Positively manages the expectations of colleagues at all levels and sets a positive example for others in the workplace. Makes suggestions for improvements to working practice, showing understanding of implications beyond the immediate environment (e.g. impact on clients, suppliers, other parts of the organisation). Manages resources e.g. equipment or facilities. Organises meetings and events, takes minutes during meetings and creates action logs as appropriate. Takes responsibility for logistics e.g. travel and accommodation.
Uses relevant project management principles and tools to scope, plan, monitor and report. Plans required resources to successfully deliver projects. Undertakes and leads projects as and when required.

Your training plan

Paragon Skills is a leading national Apprenticeship training provider, supporting over 4,000 learners and 1,500 organisations. Paragon Skills has some of the highest success and achievement rates in the industry.

It has an Ofsted Grade 2 Good rating and an overall achievement rate of 71.4%, exceeding the national average of 65.6%. Using a blended approach, learners are always at the forefront of our priorities. All learners are assigned a Personal Tutor who will be their main point of contact.

This involves regular catch-ups, check-in emails and calls. Your employer will agree to give you 20% of your working hours solely towards your study.

This will give you every chance to achieve the highest grade possible! On completion of this 12 month apprenticeship you will have gained; Business Administration L3 Apprenticeship Qualification.

Requirements

Desirable qualifications

Other in:

Maths GCSE (grade Pass)
English GCSE (grade Pass)

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
Organisation skills
Attention to detail
Customer care skills
Administrative skills
Patience
Analytical skills

Other requirements

Working hours Please note that anyone under the age of 18 can only work a maximum of 40 hours per week. Any role which exceeds these hours should be amended accordingly, to fall in line with the legislation.

About this company

We are an independent commercial energy consultants with rich experience in the energy market. At PIHU Energy we offer a bespoke service to assist with your business needs and demands. Our experienced consultants have a vast portfolio with the market leaders to provide you with the best tariffs and impartial advice. We understand reducing cost is a very important factor whether you are a newly established business or have been running for many years .

After this apprenticeship

Possibility of a full time role after the completion of the apprenticeship.

Ask a question

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