Customer Service Level 3 Apprentice

Summary

We are looking for someone to become part of our admin team, focusing on customer service and basic admin tasks. The successful candidate will answer phones, reply to emails, direct calls, take messages, make phone calls to arrange servicing, chase payments, place orders, communicate with suppliers & undertaking admin tasks based on Excel and word.

Wage

£9,984 a year

Minimum wage rates (opens in new tab)

Based on current hourly rate of £6.40 per hour, this will increase in April to £7.55 per hour.

Training course

Customer service specialist (level 3)

Hours

Office hours are Monday - Friday, between the hours of 8.00am and 5pm. Shift pattern is negotiable but will be a minimum of 30 hours per week.

30 hours a week

Possible start date

Monday 17 March

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

We are looking for someone to become part of our admin team, focussing on:

Customer service and basic admin tasks
Answer phones and deal with any enquiries
Respond to emails
Make calls to customers or clients in a professional manner
Take detailed messages
Arranging service calls, managing bookings
Chase payments
Place orders accurately
Communicate with suppliers
Undertake admin tasks based on Excel and Word

Where you’ll work

UNIT 12

BLACKWORTH IND ESTATE

HIGHWORTH

SWINDON

SN6 7NA

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

NEW COLLEGE SWINDON

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

Learning both on the job in the workplace and via taught sessions at New College Swindon.
Knowledge, skills and behaviours as set out in the Customer Service Specialist Level 3 Standard.

Requirements

Essential qualifications

GCSE in:

Maths and English (grade pass/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
Presentation skills
Administrative skills
Number skills
Analytical skills
Logical
Team working
Creative
Initiative

Other requirements

Bus stop within a few minutes walk. No canteen but supermarket in walking distance.

About this company

We are a well-established plumbing and heating company that has been serving Swindon and the surrounding areas for over 100 years. We pride ourselves in excellent customer service and care. Our highly trained engineers cover a vast array of work from fixing dripping taps to designing and installing systems for high end properties, schools, hotels and churches.

http://www.edwardbaysltd.co.uk (opens in new tab)

Company benefits

Free parking outside of office.

After this apprenticeship

Possible opportunity to stay on once apprenticeship has finished. Possible opportunity to branch into other areas of the company subject to requirements.

Ask a question

The contact for this apprenticeship is:

NEW COLLEGE SWINDON

Louise Crossley

Louise.Crossley@newcollege.ac.uk

The reference code for this apprenticeship is VAC1000303542.

Apply now

Closes in 7 days (Sunday 2 March at 11:59pm)

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