Service Administrator Apprentice

Summary

Comprehensive administration support role in Customer Services, supporting Engineers, Dispatchers and Service Management for all service activities of the region to ensure the highest level of customer service is delivered and all KPIs are achieved.

Annual wage

£18,500 a year

Minimum wage rates (opens in new tab)

You will get an annual salary, 25 days' holiday + bank holidays, NUS Card, Pension, Private Medical Insurance, Life Assurance 6x your annual salary and access to a wide range of discounts and offers.

Training course

Customer service specialist (level 3)

Hours

Monday - Friday, 8.00am- 4.00pm or 9.00am - 5.00pm to be agreed with your line manager. No evenings or weekend work.

37 hours 30 minutes a week

Possible start date

Monday 7 April

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

To provide full and comprehensive Automated Systems administration support for Engineers, Dispatchers, and Customers for all service activities of the UK to ensure the highest level of customer service is delivered, and all KPIs are achieved
To ensure correct and swift processing of all work recorded in SAP and ensure that all incoming planned and unplanned work is reviewed, planned, prioritised, assigned and completed
To allocate existing engineering resources in order to meet customer expectations in a timely and cost effective manner

Where you’ll work

Sherbourne House

Sherbourne Drive Tilbrook

Milton Keynes

Buckinghamshire

MK7 8HX

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

INTEC BUSINESS COLLEGES 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

Achieve a level 3 Customer Service Specialist apprenticeship qualification, which will incorporate providing a full and comprehensive administration support for Engineers, Dispatchers and Service Management, for all service activities of the region to ensure the highest level of customer service is delivered and all KPIs are achieved.

Requirements

Essential qualifications

GCSE or equivalent in:

English (grade 4-9)
Maths (grade 4-9)
Other (grade 4-9)

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
Administrative skills
Initiative
Adaptability
Integrity

Other requirements

This will be a desk based role.

About this company

We are a market leader for intralogistic solutions for small to large customers. Our UK Head Office is located in Milton Keynes. This lies at the hub of an additional six strategically sited Customer Service Centres in Scotland (Motherwell), the North West (Warrington) and the South West (Bristol) . Jungheinrich UK now offers the most comprehensive range of materials handling solutions and services available from a single source.

https://www.jungheinrich.co.uk/ (opens in new tab)

Disability Confident

A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.

You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.

After this apprenticeship

You will be offered a permanent role within JHUK, and subject to completion of all apprenticeship milestones, and performance

Ask a question

The contact for this apprenticeship is:

JUNGHEINRICH UK LIMITED

Jack Watson

jack.watson.extern@jungheinrich.co.uk

The reference code for this apprenticeship is VAC1000295954.

Apply now

Closes in 22 days (Friday 7 February)

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.

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