Aston Martin Customer Service apprenticeship - Wimslow – Find an apprenticeship

Summary

Aston Martin Wilmslow are offering a fantastic opportunity for an Apprentice Customer Service practitioner to join their busy workshop in Wilmslow. Learning how to provide industry leading services to customers, working with a great team, but also able to work on own initiative.

Wage: £13,312 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday - Friday, 8.00am - 5.30pm (1 Hour Lunch)
40 hours a week
Possible start date: Monday 24 February
Duration: 1 year
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

The comprehensive programme provides you with an exciting and challenging opportunity to achieve formal qualifications through extensive training, while in full-time employment.

The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation.

Duties will include:

Your core responsibility will be to provide a high quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer’s own locality
Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media

Knowing your customers:

Understand who customers are
Understand the difference between internal and external customers
Understand the different needs and priorities of your customers and the best way to manage their expectations, recognising and knowing how to adapt style to be highly effective

Understanding the organisation:

Know the purpose of the business and what ‘brand promise' means
Know your organisation’s core values and how they link to the service culture
Know the internal policies and procedures, including any complaints processes and digital media policies that are relevant to you and your organisation

Meeting regulations and legislation:

Know the appropriate legislation and regulatory requirements that affect your business
Know your responsibility in relation to this and how to apply it when delivering service

Systems and resources:

Know how to use systems, equipment and technology to meet the needs of your customers
Understand types of measurement and evaluation tools available to monitor customer service levels

Your role and responsibility:

Understand your role and responsibility within your organisation and the impact of your actions on others
Know the targets and goals you need to deliver against

Customer experience:

Understand how establishing the facts enable you to create a customer focused experience and appropriate response
Understand how to build trust with a customer and why this is important

Where you’ll work

Water Lane

Wilmslow

SK9 5BQ

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

NOTTINGHAM COLLEGE

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

The programme for the Customer Service Apprenticeship incorporates underpinning knowledge delivered in partnership and managed by EMTEC College
Apprentice will be required to attend block release training 4 x per year
Apprentices will be required to have or achieve level 1 English and maths and to have taken level 2 English and maths tests prior to completion of their apprenticeship
Regular review and welfare visits from appointed assessors who will observe all evidence opportunities that occur naturally in the workplace

Requirements

Essential qualifications

GCSE in:

Maths and English (grade 3)

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
Presentation skills
Initiative

Other requirements

The candidate must be able to travel to the workplace according to the working hours and by chosen method of transport.

About this company

Employer Description: Aston Martin Wilmslow is set in the heart of Cheshire, in a picturesque location in Wilmslow. The area lies between affluent Alderley Edge and Handforth. The location is no stranger to the most esteemed of vehicles, and Aston Martin Wilmslow is a proud addition to the community, offering the highest quality in both Aston Martin vehicles and customer service. It is one of the most sought after places to live in the UK after Central London. The town has boutique shops, cafes and restaurants and high marque car showrooms which cater for those associated with the Cheshire Set lifestyle. Aston Martin Wilmslow aims to offer a similar experience with a unique and tailored approach to every customer's needs. The experienced team are there to carefully listen and advise you on the best choice possible, in a warm and welcoming environment. The dealership has been here since 1996 and is one of the most established and successful dealerships in the world, with an illustrious list of returning customers year after year.

http://www.stratstone.com/dealers/aston-martin-wilmslow (opens in new tab)

After this apprenticeship

Upon successful completion of the apprenticeship, the role holder will progress to full-time employment with the company

Ask a question

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