Level 2 Customer Service Practitioner Apprenticeship

Summary

You will be working as a Client Account Assistant helping the Mainspring teams to manage commercial relationships and help generate revenue targets across our light rail sector – understanding the industry, identifying client activities and be able to communicate in a written and verbal manner.

Wage: £17,940 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: 09:00 - 17:00 - exact hours and days to be discussed at interview.
37 hours 30 minutes a week
Possible start date: Tuesday 18 March
Duration: 1 year 6 months
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

Develop an excellent and ongoing relationship with existing and potential new clients to generate commercial revenue on three key products within the Mainspring portfolio. The current commercial channels exist in these areas.

Global Light Rail Data Portal – www.railintel.com
Data Services – Conducting research and market studies for clients
Magazine sales – advertising space, advertorials, sponsored articles plus cross-sell into magazine website.

To support and contribute to Mainspring events in the Light Rail sector
Assist work to stretching targets to ensure commercial revenue is maintained to an agreed level by the Company.
Assist with contribute to and maintain a client management system. Detailed logs of all contacts with clients and ensure notes are appended to reporting system.
Assist in the production and maintenance of on and off-line media as appropriate.
Assist with detailed reports on a weekly basis to the Director and other senior management as required.
Assist with managing client requirements through to production stage in conjunction with the production managers.
Represent the Company in a professional manner at internal and external events as/if required.
Provide assistance to the Managers & Directors on an ad hoc basis.
Develop good working relationships with all departments within Mainspring.

Where you’ll work

UNIT 13

ORTON ENTERPRISE CENTRE

BAKEWELL ROAD

ORTON SOUTHGATE

PE2 6XU

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

INSPIRE EDUCATION GROUP

Your training course

Customer service practitioner (level 2)

Equal to GCSE

Course contents

Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
Demonstrate patience and calmness.
Show you understand the customer’s point of view.
Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
Maintain informative communication during service recovery.

Your training plan

Your place of work will primarily be at Mainspring's facilities in Orton Southgate, Peterborough. However, you will need to attend Peterborough College for supporting training. Depending on how the tutoring roster falls this will either be one or two days per month.

More training information

L2 Customer service practitioner Apprenticeship Standard

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
Organisation skills
Customer care skills
Problem solving skills
Team working
Creative
Initiative

Other requirements

You will be working in a revenue driven department, so will need to be committed to keep pace daily, especially when liaising with clients and if they say no to sales, not to get disheartened by rejection. Importance of communication with colleagues, need to be upbeat.

About this company

Mainspring enables businesses to maximise their commercial potential in the Light Rail, Metro and Passenger Transport sectors. With over 50 years' experience, we've been bringing our down to earth yet professional approach to create long-lasting opportunities to some of the world's biggest organisations. We're trusted by our customers and realise millions of pounds of ongoing client interactions. Many of our clients work with us time and time again - demonstrating our value, our ability to initiate conversations and unlock the potential of an enterprise across the sectors in which we work.

After this apprenticeship

We would hope that the candidate progressed to the role of Account Manager, which would involve overseas travel and client engagement worldwide.

Ask a question

The contact for this apprenticeship is:

INSPIRE EDUCATION GROUP

Paul Winskill

paul.winskill@ieg.ac.uk

The reference code for this apprenticeship is VAC1000297123.

Apply now

Closes in 16 days (Friday 7 February at 11:59pm)

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