Customer Service Specialist Level 3 Apprenticeship

Summary

We are seeking an Office Assistant to join our team. This position offers an excellent opportunity for someone looking to gain experience in an office environment.

Wage

£14,918.80 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

Check minimum wage rates (opens in new tab)

Training course

Customer service specialist (level 3)

Hours

Monday - Friday, 9.00am - 5.00pm, 30 mins. unpaid lunch break.

37 hours 30 minutes a week

Start date

Monday 12 May 2025

Duration

1 year 6 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

Answering incoming calls and customer’s queries
Responding to emails and enquiries in a professional manner
Booking service/repair jobs for engineers
Using a Customer Record Management (CRM) system for engineers’ appointments
Using spreadsheets
Taking delivery of goods and materials, checking packages / contents are intact and clearly label them, ready for the engineer’s collection
Assist with basic bookkeeping tasks using Quickbooks system
Assist with organising and maintaining stationery and office common areas

Where you’ll work

UNIT 12
TEMPLARS WAY INDUSTRIAL ESTA
ROYAL WOOTTON BASSETT
SWINDON
SN4 7SR

Training

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

College or training organisation

NEW COLLEGE SWINDON

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

Customer Service Specialist Level 3 Apprenticeship Standard

Requirements

Essential qualifications

GCSE in:

English & maths (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
Team working
Initiative
Confident on the phone
Flexible
Excellent time keeping

About this company

Wiltshire Energy is a locally based company operating out of Royal Wootton Bassett. We provide a range of heat pumps including ground source, water source, and air source heat pumps, solar thermal and solar PV, along with battery storage and electric vehicle chargers to complement renewable heating systems. Wiltshire Energy offer a range of services to suit homeowners, landlords, self builds, and builders who want to improve the energy efficiency of their property and reduce their carbon footprint, as well as saving money.

https://wiltshire.energy (opens in new tab)

Company benefits

Company pension (if applicable) Company events

After this apprenticeship

Possible full time position on successful completion of apprenticeship

Ask a question

The contact for this apprenticeship is:

NEW COLLEGE SWINDON

Louise Crossley

louise.crossley@newcollege.ac.uk

07355 677023

The reference code for this apprenticeship is VAC1000315522.

Apply now

Closes in 6 days (Wednesday 30 April 2025 at 11:59pm)

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