Customer Service Apprentice (Level 2)

Summary

A really exciting new opportunity where will be the first point of contact for Rydal clients when they raise issues or queries regarding their services, including billing queries, mobile charges and contract queries. You will liaise internally within the different departments to resolve the queries.

Wage: £15,704 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Moday to Friday, between 8:00am and 6:00pm, on a rota basis.
40 hours a week
Possible start date: Monday 7 April
Duration: 1 year 3 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

Duties and Responsibilities:

Respond to customers within a set Service Level Agreement
Ticket queries sent to the correct department for investigation
Update customers in a timely manner
Process mobile hardware orders
Process mobile queries and requests
Liaise with Suppliers
Correspond with Customers via email and phone
Completing Credit Requests –
Ensuring customer records are kept up to date
Process Cancellations.

Company Benefits:

Medicash Health Benefit
On-site free parking
Opportunity for Career Development
Experience Team Building days out and Team Incentives
Full appreciation and reward of hard working and long-term commitment.

Where you’ll work

ELWES HOUSE

19 CHURCH WALK

PETERBOROUGH

PE1 2TP

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

DAMAR LIMITED

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

Customer Service Practitioner Level 2 Apprenticeship Standard

Requirements

Essential qualifications

GCSE in:

5 x GCSE including English and maths (grade 4/C and 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
Organisation skills
Customer care skills
Problem solving skills
Team working
Initiative

Other requirements

Damar is committed to safeguarding and promoting the welfare of our apprentices and expects our employer partners to share this commitment and to take appropriate steps to ensure that learning takes place in a safe, healthy and supportive environment.

About this company

Rydal Communications was founded in 2008 starting from a home-based location delivering mobile airtime and BT line rental and call traffic to local small businesses within the Peterborough area. Rydal has since evolved into an award winning, fully pledged Communications & Managed IT provider with 85 Employees.

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

After this apprenticeship

Rydal are a progressive company and value their workforce to develop and grow their careers within. Potentially permanent position on successful completion of apprenticeship.

Ask a question

The contact for this apprenticeship is:

DAMAR LIMITED

Sabina Adam

Sabina.Adam@damartraining.com

07566 289 979

The reference code for this apprenticeship is VAC1000303050.

Apply now

Closes in 19 days (Friday 14 March)

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

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