Level 3 Customer Service Specialist Apprenticeship - CMT Group – Find an apprenticeship

Summary

CMT Equipment was founded in 2010, with our now comprehensive range once consisting of just a few product lines. Our team's ambition has driven us from what was once a small equipment supplier in the South-East of England, becoming the UK's leading independent supplier and sustainably enhancing the safety of your team.

Wage

£15,704 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

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Training course

Customer service specialist (level 3)

Hours

Monday to Friday, 8:00 am to 5:00 pm with a 1-hour break.

40 hours a week

Start date

Friday 20 June 2025

Duration

1 year 3 months

Positions available

1

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

Efficient handling and processing of customers’ orders received by telephone, email, and quote converting via the IAMs/ASMs, including overseeing the entire order process through to delivery, to ensure full customer satisfaction.
Making calls to customers to keep them informed of the anticipated delivery date/s of their order/s.
Making calls to customers and assisting them with alternative product choices when a specific item is out of stock.
Contacting customers to obtain missing information, and to answer queries.
Maintain and update sales, and customer records.
Communicate important feedback from customers to the relevant department internally.
Arranging for special items, and direct deliveries to be ordered, and codes for those items to be produced.
Assist customers with transport options, and costs, including VIP orders when required.
Supporting the appointed IAM, and ensuring all orders received are processed daily, and customers are informed by telephone/email of the delivery date of their order/s, including any other administrative tasks, if requested.
Check all open orders specific to your appointed IAM and keep them updated with delivery dates.
Check the goods in system daily to review dates for incoming products, and liaise with the operations co-ordinator on specials, works orders, and to ensure you are fully up to date on sales order delivery dates.
Support the Customer Service manager with any projects or tasks required.
Proactively assisting the IAM’s with order processing, calling customers, and following up on emails.
Get a full understanding on all other aspects of sales administration, customer services, manufacturing, including print, embroidery and signs, to enable you to fully support and advise, in any capacity, across the team.
Build solid relationships with customers, and actively promote and upsell items.
Stay up to date with new products introduced.
Attend weekly team meetings, contributing, and possibly assisting with the production of reports.
Completion of customer service queries (CMQ’s) through to effective resolution, including providing replacements due to damages, initiating credits, arranging returns, liaising with the warehouse on misspicks and the transport department on delivery errors.
Managing and setting up works orders for clothing, signs and other manufacturing items.
Scheduling the works order planner by liaising with warehouse and the wider CS team to ensure priorities are matched with resource available.

Where you’ll work

Riverbridge House
Anchor Boulevard, Crossways Business Park
Dartford
DA2 6SL

Training

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

College or training organisation

REMIT GROUP LIMITED

Your training course

Customer service specialist (level 3)

Equal to A level

Course contents

Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
Service Improvement: Make recommendations based on your findings to enable improvement
Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

Your training plan

This training plan has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

Requirements

Desirable qualifications

GCSE in:

English (grade 4-9 (or equivalent))
Maths (grade 4-9 (or equivalent))

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
Number skills
Team working
Creative
Initiative

Other requirements

Pre-employment checks. Please be aware that upon a successful offer of employment the company completes digitalised right-to-work checks and DBS applications via an external provider - 'Matrix Screening'. The company also completes an internal online social media search, in line with Keeping Children Safe in Education guidance.

About this company

Inspire ATA is an official Flexi-Job Apprenticeship Agency, licenced by the Department for Education. Currently ranked 1st in the Rate My Apprenticeship Top 100 Apprenticeship Employers in the UK Award 2024-2025. Inspire ATA specialises in creating apprenticeship opportunities, where we recruit and employ the apprentice on behalf of our host clients, enabling us to offer additional support and a better experience for both the apprentice and the client as the experts in the industry. We arrange the most suitable and appropriate apprenticeship training from one of our partnered training providers. If you are successful in securing an apprenticeship with Inspire ATA, it is important to understand that Inspire ATA will be your employer and the apprenticeship placement will be a separate organisation that simply hosts you as an apprentice. As a Flexi-Job Apprenticeship Agency, Inspire ATA performs an important role in developing the UK labour market and it is our responsibility to ensure that talent is recognised, developed, and matched with business needs, whatever the background of the individual, irrespective of gender, race, disability, age, religion or belief, relationship orientation, marital or civil partnership status, pregnancy or maternity and gender reassignment. We are proud of the diverse nature of our business and work with clients to ensure that all candidates are treated with courtesy and respect.

Company benefits

Eligible for an NUS card for discounts in shops and restaurants. Eligible for an apprenticeship oyster card, 30% off travel. Discount on Nandos, ASOS, Vue cinema and much more. Automatic rise in pay after 12 months.

After this apprenticeship

Possible career progression for the right candidate after the apprenticeship.

Ask a question

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