Kia Customer Service Advisor Apprenticeship - Guildford

SNOWS BUSINESS HOLDINGS LIMITED

Guildford, GU1 1RU

Closes in 22 days (Sunday 27 October at 11:59pm)

Posted on 18 September 2024

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Contents

Summary

Working in a service department, the apprentice will train in a number of areas including improving customer relations, monitoring and dealing with customer problems and promoting continuous improvement in customer service. Level 3 Apprenticeship.

Annual wage
£13,312 a year

Minimum wage rates (opens in new tab)

Training course
Customer service specialist (level 3)
Hours
Monday - Friday, daytime hours. Shifts to be confirmed.

40 hours a week

Possible start date

Monday 4 November

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

  • Dealing with customers both face to face and by telephone
  • To process and solve customer service complaints
  • Look to promote continuous improvement in customer service

Where you’ll work

33 Moorfield Road

Slyfield Industrial Estate

Guildford

GU1 1RU

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

SKILLNET 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

    • Level 3 Customer service specialist Apprenticeship Standard
    • Apprentices will be working and will be trained within the dealership and a skills coach will visit at least every 28 days as part of a close support network to ensure that apprentices are both enjoying and succeeding in their course
    • Online training will also be provided throughout the course 
    • Apprentices without Level 1 English and maths will need to achieve this level and take the test for Level 2 English and maths prior to taking the end-point assessment

    Requirements

    Essential qualifications

    GCSE in:

    • English and Maths (grade 4/C 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
    • Attention to detail
    • Customer care skills
    • Problem solving skills
    • Administrative skills
    • Number skills
    • Logical
    • Team working
    • Initiative
    • Non judgemental
    • Patience
    • No skills required
    • Full training will be provided

    About this company

    Representing some of the automotive industry's most prestigious brands, Snows provides motorists across the south and the south west of England with a level of customer service that goes unsurpassed. We are proud of the quality of vehicles that we sell, and take satisfaction in delivering an experience to our customers that goes beyond that of an average dealership. We currently have 52 franchised dealerships, 5 Approved Service Centres and 4 multi-franchise Used Car Centres in various locations across the South. It's our aim to deliver high-quality, affordable motoring to as many as we can. With our wide range of franchised dealers, choose from a selection of new cars or vans from Abarth, Alfa Romeo, BMW, Citroen, CUPRA, Fiat, Jeep, Kia, Lexus, Mazda, Mercedes-Benz Vans, MINI, Peugeot, SEAT, Toyota, Vauxhall and Volvo. In addition to the new cars on offer we have approved used Abarth, Alfa Romeo, BMW, CUPRA, Fiat, Jeep, Kia, Lexus, Mazda, Mercedes-Benz Vans, MINI, Peugeot, SEAT, Toyota, Vauxhall, and Volvo vehicles, so we are sure at Snows we will almost certainly have a vehicle to suit your demands. Plus, with money-saving special offers and competitive car finance also available, value is assured and the purchase of a new or used vehicle easy. Also, our used car and van outlets Snows Car Centre provides you with a wide range of used cars and vans for multiple franchises.

    https://www.snows.co.uk/kia/ (opens in new tab)

    After this apprenticeship

    • A full-time career within the automotive industry with many opportunities to progress to positions of authority within the dealership
    • Future prospects are endless by having a highly regarded set of skills, apprentices can go on to develop their career within any other areas of commerce they may be interested in

    Ask a question

    The contact for this apprenticeship is:

    SKILLNET LIMITED

    Shannon Brownsell

    shannon.brownsell@skillnet.org.uk

    01923969055

    The reference code for this apprenticeship is VAC1000277705.

    Apply now

    Closes in 22 days (Sunday 27 October at 11:59pm)

    When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.