Customer Service Specialist Apprentice

Summary

This is an exciting and varied role to start your career in a customer focused role within the travel industry. The main focus of this role will include engaging with passengers travelling through London Gatwick Airport to provide excellent customer service, ticketing, and sales assistance.

Wage

£17,400 a year

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Training course

Customer service specialist (level 3)

Hours

35 hours per week. Shift work of 4 on, 2 off shift pattern:2 x 06:00-13:30, 2 x 13:30-21:00 – two days off - includes weekends and bank holidays. Unpaid 30 minute break.

35 hours a week

Start date

Thursday 8 May 2025

Duration

1 year 3 months

Positions available

2

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you’ll do at work

Key responsibilities:

Customer engagement; assisting with customer enquiries online and via email, telephone, video/text chat in accordance with Company guidelines.
Learning about the Aviation industry and airport partners.
Monitoring, responding and escalating passenger queries via social media platforms.
Responding and escalating airport passenger enquiries via email communication.
Assisting passengers with completion of pre-departure enquiries and services such as transport tickets and electronic visa submission.
Represent our airline clients by providing reservation support, ancillary collections and answering general enquiries.
Providing passenger support in times of travel disruption, including delayed, cancelled and missed flight scenarios.
Carry out duties to support the Lost Property service including collections, re-uniting items and maintaining passenger communications.
Learning multiple airline GDS reservations systems, including ticketing and revenue collections on behalf of our airline clients.

Where you’ll work

Skybreak Desk,
Gatwick Airport Departures, South Terminal
Gatwick Airport
West Sussex
RH6 0NP

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

College or training organisation

REWARDS TRAINING RECRUITMENT CONSULTANCY 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

At the end of the course you will have achieved an advanced apprenticeship (level 3) in Customer Service.
You will complete the apprenticeship at the workplace during the agreed upon times for you to focus on your apprenticeship work (to be arrange with your employer in advance).

Requirements

Desirable qualifications

GCSE or equivalent in:

English (grade 4/C)
Maths (grade 4/C)

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
Administrative skills
Team working

About this company

Skybreak is a long-established family-owned company with more than 30 years’ experience in the Aviation and Travel industry, based at London Gatwick Airport. We are passionate about development and have 8 fully qualified staff members who started as apprentices.

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

After this apprenticeship

Once you have completed this apprenticeship you will have the opportunity to move into a full time role with this employer and potentially continue your professional development.

Ask a question

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