Mercedes-Benz Apprentice Service Advisor

ESTAR TRUCK AND VAN LIMITED

Liverpool, L33 7AQ

Closes in 9 days (Monday 30 September)

Posted on 2 September 2024

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Summary

We are eStar, the home of Mercedes‑Benz Trucks and Vans in the North West and North Wales. It's our mission to keep our customers and their businesses moving by providing exceptional service and using our technical expertise. Our Service Advisors are an integral part of this and we are looking to expand the team by recruiting an Apprentice to join!

Annual wage
£13,312 a year

Minimum wage rates (opens in new tab)

Hourly rate is £6.40 (National Apprenticeship Wage) in your first year, from second year the hourly rate will change to be in line with National Minimum Wage.

Training course
Customer service specialist (level 3)
Hours
Monday - Friday 8.30am - 5.00pm.

40 hours a week

Possible start date

Monday 4 November

Duration

2 Years

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

  • Raising and processing individual and bulk service bookings
  • Raising job cards and ensuring all relevant documentation is attached
  • Daily job checks
  • Welcoming customers in a friendly and professional manner, ensuring a smooth and positive customer journey
  • Keeping customers informed of the status of their vehicle and providing advice when needed
  • Developing and utilising knowledge of relevant regulations and legislation
  • Keeping up to date with the most recent product information
  • Making exact cost estimates and fixed prices, where necessary after prior agreement with technical and Workshop Manager
  • Entering orders, extensions, sketches of paintwork, etc into systems
  • Entering changes to vehicle and customer data into systems
  • Filling in worksheets and test sheets relating to the order
  • Carrying out quality control with respect to vehicles and orders as part of quality assurance
  • Discussing payment with customers and, if necessary, negotiating special prices with Accounts
  • Selling / advising on service contracts and seasonal / other services

Where you’ll work

eStar Truck and Van Ltd - Knowsley Van

Alchemy Way

Liverpool

L33 7AQ

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

MERCEDES-BENZ CARS UK 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

    • Site based in eStar Knowsley Van 
    • With 1 week block releases to Mercedes-Benz Appprentice Academy in Milton Keynes throughout the duration of the 2 year course - to be confirmed by Mercedes-Benz Training Academy 

    Requirements

    Essential qualifications

    GCSE in:

    • English (grade C/4)
    • Maths (grade C/4)

    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
    • Analytical skills
    • Logical
    • Team working
    • Initiative
    • Non judgemental
    • Patience

    About this company

    We are eStar, the home of Mercedes‑Benz Trucks and Vans in the North West and North Wales. It is our mission to keep our customers and their businesses moving by providing exceptional service and using our technical expertise, while embracing the latest vehicle technology and contributing to a greener and more sustainable future.

    https://www.estar.ltd/join-our-estar-team (opens in new tab)

    Company benefits

    Company events, Cycle to work scheme, Discounted gym membership, Discounted cinema tickets, Enhanced maternity / paternity pay, Free eye tests, Free fruit, Free menstrual products, Free parking, Health Care Plan, Life assurance, Paid volunteer time

    After this apprenticeship

    After successful completion of the apprenticeship you will be able to carry out the role of a qualified Service Advisor. 

    Ask a question

    The contact for this apprenticeship is:

    ESTAR TRUCK AND VAN LIMITED

    Emma Wong

    emma.wong@estar.ltd

    01513051660

    The reference code for this apprenticeship is VAC1000274249.

    Apply now

    Closes in 9 days (Monday 30 September)

    When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.

    After signing in, you’ll apply for this apprenticeship on the company's website.