Customer Service Apprenticeship Level 3

Summary

We are actively seeking a Customer Service apprentice to join our team in providing an exceptional service to our customers. Throughout your apprenticeship, the company will support you in all areas of your training and learning, ensuring you remain on track, and gain the necessary skills and knowledge in preparation for your end point assessment.

Annual wage: £14,625 a year
Minimum wage rates (opens in new tab)
Training course: Customer service specialist (level 3)
Hours: Monday to Friday 9am to 4pm
35 hours a week
Possible start date: Friday 1 November
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

• Responding to customer communications by email or phone
• Inputting orders onto bespoke CRM software
• In-depth knowledge of the company’s products and services
• Interacting with customers on the phone and in person
• Proactively gather customer feedback using different methods
• Assisting with minor technical support
• Assisting senior members and management
• Participating in office meetings
• Giving feedback on office efficiency and suggesting possible improvements
• Building relationships with clients
• Sending faxes and emails
• Keeping computer databases up to date
• Keeping well-organised files and records of business activity
• General administrative tasks including scanning and printing

Where you’ll work

Limberline Rd

Hilsea

Portsmouth

PO3 5JE

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

FAREPORT TRAINING ORGANISATION 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

This training plan has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

Requirements

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
Problem solving skills
Analytical skills
Logical
Team working
Initiative

About this company

Established in 1995, EE Glass is a leading manufacturer of Energy Efficient, insulated glass products, based in Portsmouth. As an independent, family owned business we are committed to delivering the highest levels of product quality and service to our customers.

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

After this apprenticeship

As a growing company once you have completed this course you could go on and further develop your knowledge and skills in many areas of our business. Such as IT, HR, Sales, Marketing

Ask a question

The contact for this apprenticeship is:

E E GLASS LTD

michael croucher

michael@eeglass.co.uk

The reference code for this apprenticeship is VAC1000279786.

Apply now

Closes in 20 days (Monday 21 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.

Cookies on Find an apprenticeship

Contents