Customer Services Apprentice

GRANT ENGINEERING(UK)LTD

SWINDON (SN5 8YG)

Closes in 15 days (Friday 9 May 2025 at 11:59pm)

Posted on 11 April 2025

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Summary

This role serves as a key interface between customers of Grant Products and the internal organisation, working quickly and efficiently while embodying the Grant values of care, support and respect whilst working towards a customer service qualification.

Wage

£16,432 a year

Check minimum wage rates (opens in new tab)

Training course
Customer service specialist (level 3)
Hours
8 hours Monday to Thursday and 7.5 hours on Friday. 2 weeks of early shifts: 7.30am - 4.30pm (4.00pm on Friday) and 2 weeks of late shifts: 9.00am - 6.00pm (8.30am - 5.00pm on Friday).

39 hours 30 minutes a week

Start date

Sunday 11 May 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

  • Ensure all customer queries and enquiries are dealt with effectively and in a timely manner, promoting a centre of excellence in Customer Service
  • Taking payments and following through with invoicing
  • Ensure customers are kept informed of any delays or developments as soon as possible
  • Load customer appointments on to the system, paying attention to detail to ensure all information is input accurately and in full
  • Ensure all data is kept up to date
  • Create and process daily reports, and complete to deadlines
  • Control and coordination of regional Field Support Engineers daily and weekly diaries
  • Acting as a conduit between the Field Support Engineers and the customer
  • Placing warranty and service calls for FSE and 3rd party engineers
  • Assist with customer pre-calls, to confirm appointments/delivery details
  • Familiarisation with full range of Grant products and uses
  • Liaise with sales for any opportunities to promote Grant product range to homeowners / installers
  • Any other duties that may need to be carried out

Where you’ll work

FRANKLAND ROAD
BLAGROVE
SWINDON
SN5 8YG

Training

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

College or training organisation

DERBY BUSINESS COLLEGE 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

  • In addition to gaining practical experience in the role, you will also attain an NVQ Level 3 Customer Service qualification which will help start your career and give you an insight into the businesses processes and procedures
  • Our training is all completed remotely via teams with a development coach who will be available for support 24/7 and will arrange weekly/fortnightly meetings with you
  • You receive 20% off-the-job training during this apprenticeship which is included in your weekly working hours

More training information

  • DBC Training are a multi award-winning employment and skills training provider
  • We offer high-quality employer solutions to improve productivity and learner solutions to support individuals to fulfil their potential
     

https://dbc-training.co.uk/

Requirements

Essential qualifications

GCSE in:

  • Maths & English (grade C/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
  • IT skills
  • Attention to detail
  • Customer care skills
  • Administrative skills
  • Logical
  • Team working
  • Initiative

About this company

Grant has been designing and manufacturing reliable heating products for nearly four decades. From award winning oil-fired condensing boilers to the latest renewable products, our heating systems have a reputation for quality that is second to none.

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

Company benefits

Health Care Scheme, 23 days holidays per annum, On site gym and parking, Modern office environment, A lovely customer services Team to work with.

After this apprenticeship

  • Permanent Role as Customer Service Administrator
  • Progress up to Team Lead
  • Transfer to other internal teams
  • A lot of soft skills obtained that can be transferred to other customer service teams outside of the organisation

Ask a question

The contact for this apprenticeship is:

DERBY BUSINESS COLLEGE LIMITED

Catherine

cat@dbc-training.co.uk

07508821784

The reference code for this apprenticeship is VAC1000314667.

Apply now

Closes in 15 days (Friday 9 May 2025 at 11:59pm)

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