Fulfilment and Customer Services Apprentice

Summary

To provide office support across the fulfilment and customer services teams, ensuring customers receive excellent quality service at all times with their interactions with XMiles

Annual wage: £11,648 a year
Minimum wage rates (opens in new tab)
Training course: Business administrator (level 3)
Hours: Monday to Friday 9am to 4pm, may work Saturdays 9am to 1pm
35 hours a week
Possible start date: Tuesday 1 October
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

CUSTOMER SERVICES

1. Prioritise and process customer orders and requests submitted by telephone, email, live chat or instant message
2. Investigate and resolve customer complaints and resolve complaints quickly and patiently, including assistance of customers who may have received their orders late, have received the wrong order or have received faulty products
3. Maintain thorough and accurate customer service records
4. Learn how to use database systems and technology to deliver great customer care
5. Help customers register online and process their orders
6. Check product availability for customer orders and order or restock items if necessary to satisfy the customer
7. Communicate with customers about their orders, including any delays or changes in delivery

FULFILMENT and OPERATIONS
8. Prioritise and process customer orders fulfilment, administration
9. Picking and Packing Order Fulfilment
10. Process order postage processing with courier systems STOCK MANAGEMENT and OPERATIONS
11. Processing incoming stock with operations manager
12. Invoice and PO reconciliation

Where you’ll work

Suite G2, 6 Whittle Road

Ferndown Industrial Estate

Wimborne

BH21 7RU

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

BOURNEMOUTH AND POOLE COLLEGE, THE

Your training course

Business administrator (level 3)

Equal to A level

Course contents

Skilled in the use of multiple IT packages and systems relevant to the organisation in order to: write letters or emails, create proposals, perform financial processes, record and analyse data. Examples include MS Office or equivalent packages. Able to choose the most appropriate IT solution to suit the business problem. Able to update and review databases, record information and produce data analysis where required.

Produces accurate records and documents including: emails, letters, files, payments, reports and proposals. Makes recommendations for improvements and present solutions to management. Drafts correspondence, writes reports and able to review others' work. Maintains records and files, handles confidential information in compliance with the organisation's procedures. Coaches others in the processes required to complete these tasks.

Exercises proactivity and good judgement. Makes effective decisions based on sound reasoning and is able to deal with challenges in a mature way. Seeks advice of more experienced team members when appropriate.

Builds and maintains positive relationships within their own team and across the organisation. Demonstrates ability to influence and challenge appropriately. Becomes a role model to peers and team members, developing coaching skills as they gain area knowledge.

Demonstrates good communication skills, whether face-to-face, on the telephone, in writing or on digital platforms. Uses the most appropriate channels to communicate effectively. Demonstrates agility and confidence in communications, carrying authority appropriately. Understands and applies social media solutions appropriately. Answers questions from inside and outside of the organisation, representing the organisation or department.

Completes tasks to a high standard. Demonstrates the necessary level of expertise required to complete tasks and applies themself to continuously improve their work. Is able to review processes autonomously and make suggestions for improvements. Shares administrative best-practice across the organisation e.g. coaches others to perform tasks correctly. Applies problem-solving skills to resolve challenging or complex complaints and is a key point of contact for addressing issues.

Takes responsibility for initiating and completing tasks, manages priorities and time in order to successfully meet deadlines. Positively manages the expectations of colleagues at all levels and sets a positive example for others in the workplace. Makes suggestions for improvements to working practice, showing understanding of implications beyond the immediate environment (e.g. impact on clients, suppliers, other parts of the organisation). Manages resources e.g. equipment or facilities. Organises meetings and events, takes minutes during meetings and creates action logs as appropriate. Takes responsibility for logistics e.g. travel and accommodation.

Uses relevant project management principles and tools to scope, plan, monitor and report. Plans required resources to successfully deliver projects. Undertakes and leads projects as and when required.

Your training plan

Level 3 Business Administrator Apprenticeship Standard
https://www.instituteforapprenticeships.org/apprenticeship-standards/business-administrator-v1-0
Functional Skills up to Level 2 in English and Maths as required

Requirements

Essential qualifications

GCSE in:

5 GCSEs including English and Maths (grade 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
Attention to detail
Organisation skills
Customer care skills
Administrative skills
Team working
Initiative

Other requirements

Upon successful completion of the shortlisting process, you will be invited to apply and attend an academic interview at Bournemouth & Poole College. https://www.thecollege.co.uk/courses/business-administration-apprenticeship-level-3

About this company

XMiles UK Ltd, the UK's No.1 endurance sports nutrition ecommerce shop XMiles.co.uk, B2B Trade platform XESD.co.uk. Covering endurance sports nutrition from 110+ of the top brands, including Maurten, Tailwind, Precision Fuel & Hydration.

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

After this apprenticeship

Progression to Full Time employment may be offered to the right candidate

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