Customer Service Apprentice

Summary

With a history dating back to 1982, Riverside Motor Group is an independent business that takes immense pride in delivering exceptional customer service through our renowned dealerships located in Doncaster, Wakefield, Hull, and Leeds.

Annual wage: £13,312 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday - Friday, 8:30am until 5.00pm.
40 hours a week
Possible start date: Thursday 26 September
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 an eager and enthusiastic individual looking to train and develop from an apprentice customer service advisor into a trained and competent advisor with the necessary skills to liaise with our customers whilst their car is in for repair and represent the Volvo brand.

Duties will Include:

Preparing the days paperwork, such as printing work requests, vehicle information and relevant paperwork
Dealing with customer enquiries, both on email and over the phone
Setting up invoices for customers
Setting customer expectations
Updating customers throughout the service or repair of their vehicle
Upselling potential work
Follow-up with the customer to ensure they are happy with the work carried out

The Ideal Candidate will have the below skills:

Comfortable with computers and Microsoft Office
Attention to detail
Good communication skills
Confident speaking with customers
Willingness to learn

Where you’ll work

Riverside House Wheatley Hall Road

Doncaster

DN2 4NL

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

DN COLLEGES GROUP

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

Training will be at Doncaster College where you will access a wide range of facilities on offer.
Day release
You will undertake The Level 2 Customer Service Practitioner apprenticeship standard. 
You will undertake Functional Skills for English and/or Maths if needed   
You will undertake both on and off the training by a team of industry qualified professionals to give you the best skills, knowledge, and experience

(https://www.instituteforapprenticeships.org/apprenticeship-standards/customer-service-practitioner-v1-1)

Requirements

Essential qualifications

GCSE in:

English and 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
Presentation skills
Administrative skills
Number skills
Analytical skills
Logical
Team working
Creative
Initiative
Non judgemental
Patience

Other requirements

You must be able to travel to and from work and college. Apprentices are paid for their normal working hours and training that's part of their apprenticeship (usually one day per week). The Apprenticeship National Minimum Wage guide is updated every April (ANMW): https://www.gov.uk/national-minimum-wage-rates

About this company

With a history dating back to 1982, Riverside Motor Group is an independent business that takes immense pride in delivering exceptional customer service through our renowned dealerships located in Doncaster, Wakefield, Hull, and Leeds. Our commitment to creating a warm, courteous, and friendly environment has enabled us to provide an outstanding car buying and ownership experience. As a result, we have cultivated strong relationships with our valued customers, leading to numerous repeat purchases and widespread recommendations to friends and family. As authorized Volvo dealers, we have a dedicated team of specialist Sales Executives, Aftersales Advisors, and Technicians who are ready to assist you with any inquiries you may have.

https://www.riversidemotors.co.uk/volvo/ (opens in new tab)

After this apprenticeship

Successful completion of the apprenticeship could lead to a higher-level apprenticeship or full-time employment for the right candidate.

Ask a question

The contact for this apprenticeship is:

DN COLLEGES GROUP

Anna Phoenix

anna.phoenix@don.ac.uk

The reference code for this apprenticeship is VAC1000276032.

Apply now

Closes in 4 days (Wednesday 25 September at 11:59pm)

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