Customer Experience and Sales Support apprentice - Level 3

Pneumatic Components Limited

SHEFFIELD, S20 3GE

Closes in 3 days (Monday 4 November at 11:59pm)

Posted on 15 October 2024

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Summary

PCL is recognized as the global leader in the design & manufacture of the most advanced & comprehensive portfolio of tyre inflation & compressed air products on the market the result is a team approach that is of great benefit not only to PCL & workforce but to our customers as we strive to deliver top quality products & customer service worldwide.

Annual wage
£12,480 to £22,308 a year

Minimum wage rates (opens in new tab)

This role offers a salary band payable on age and experience, between £12,480 up to £22,308 per annum

Training course
Customer service specialist (level 3)
Hours
Wk 1: M-Th 8.15am-5pm Fr 8.15am-12.45pm – 37.5hrs Wk 2: M-Th 8am-4pm, Fr 8.45am-4.45pm – 37.5hrs This is rotating to provide cover on the phones every Friday. 37.5 hours a week hours a week

37 hours a week

Possible start date

Monday 11 November

Duration

1 year 1 month

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

  • The Sales Support Advisor is required to act in a courteous, receptive, and professional manner to progress and take ownership of customer orders and enquiries from receipt through to completion via phone or email
  • The individual will be expected to gain knowledge of both UK and Export order market to support with enquiries and order processing
  • To support the external sales teams for both Distribution and OE side of the business, delivering exceptional service
  • To work on own initiative; to use sound judgement in dealing with customer enquiries, knowing when to seek advice and guidance and when to make own decisions
  • To ensure that customer requirements are satisfied to the best possible conclusion and that the line manager is kept fully informed of departmental issues
  • To always demonstrate a customer service and PCL team approach with a professional and diplomatic attitude when dealing with all customer service issues to protect the company brand and integrity
  • To adopt a sales focused approach to customer interactions, identifying buying signals, carrying out needs analysis with the ability to think commercially and uncover opportunities for customer growth
  • To proactively contact customers on specific marketing campaigns and promotions
  • To be a dedicated point of contact for a group of designated customers where required, providing a focus on customer growth and retention
  • To carry out any other duties as required by the business including but not exhaustive of reception duties - visitor arrival and general telephone queries
  • 95% of all inbound orders received are entered same day
  • Ensure all customer interaction is recorded on the CRM system
  • Orders to be acknowledged on same working day with a confirmed delivery date
  • All enquiries to receive same day response and performed in a professional manner either written or verbal
  • To support the sales team with pricing updates and special pricing implementation
  • Customer issues, complaints, to be recorded and representative to be informed
  • 100% customer retention in designated accounts
  • Completion of 30 customer satisfaction surveys each month
  • Order entry error orders below 0.5% of orders placed
  • Achieve average customer response time of under two hours

The successful candidate will already possess or prove they have the ability to learn to demonstrate:

  • Outstanding customer service ethos
  • Exceptional customer service skills, both written and verbal
  • Previous customer service/ internal sales experience
  • Excellent organisational skills
  • High levels of accuracy and attention to detail.
  • Proactive, flexible, positive approach
  • Committed, self-motivated with the ability to take ownership.
  • Team player.
  • Strong IT skills, including Microsoft packages and CRM systems is desirable.
  • Ability to build and maintain strong relationship
  • Problem solving

Where you’ll work

HOLBROOK RISE

HOLBROOK INDUSTRIAL ESTATE

HOLBROOK

SHEFFIELD

S20 3GE

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

MERCURI INTERNATIONAL (UK) 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

    Customer service specialist Level 3:

    Delivery is undertaken via teams, with 121 coaching with a dedicated learning and development coach, we offer virtual live learning sessions, and as much ad hoc support as the learner requires, we utilise and eportfolio site BUD, this is intuitive and easy to use. 

    More training information

    • The programme is modular and project based with full coach support 

    Requirements

    Essential qualifications

    GCSE in:

    • Maths and English (grade C/4)

    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

    About this company

    When it comes to choosing the best brand for tyre inflation and compressed air products you can't beat PCL. With over 80 years of experience in developing sophisticated pneumatic equipment, PCL is recognised as the global leader in the design and manufacture of the most advanced and comprehensive portfolio of tyre inflation and compressed air products on the market. Its products are a familiar sight on garage forecourts, tyre shops, factories and workshops around the world. The trusted "Made in Sheffield" PCL brand has become synonymous with superior products backed by first class service and local technical support, wherever its customers are based. Founded in 1938 when the very first pressure gauges were designed and manufactured in Sheffield, PCL has experienced phenomenal growth, joining the HORNGROUP of companies, along with the TECALEMIT brand in 2011. Today PCL exports to over 100 countries through a worldwide network of agents and distributors, with manufacturing facilities in England, Germany, USA, India and China; whilst remaining firmly committed to its roots, manufacturing from its state-of-the-art production facility in Sheffield. PCL employs a highly skilled workforce and is dedicated to providing reliable and competitively priced solutions for every application and level of activity. For customers, this means access to old favourites in addition to ground-breaking new products and ranges, including electronic tyre inflation, air tools, air treatment and nitrogen. As a dynamic, forward-thinking company, PCL continues to expand, investing in product development and international capabilities to meet customer needs.

    https://www.pclairtechnology.com/ (opens in new tab)

    Company benefits

    • 27 days holiday + stats • PRP bonus scheme • Westfield Mosaic Health Cash Plan • Pension • Free parking onsite • Company events

    After this apprenticeship

    We continue to develop a team of dedicated people who have the skills, knowledge and drive to help us achieve our ambitious goals and targets. 

    We continuously set high standards for our employees and reward successful candidates with excellent career progression opportunities, flexibility and continual training options. Many employees enjoy 20, 30 and 40 years plus service, with succession planning high on our agenda, we collaborate with local colleges and universities to deliver the right apprenticeship/training program to meet our goals. 

    The result is a team approach that is of great benefit not only to PCL and its employees, but to our customers, as we strive to deliver top quality products and customer service worldwide. 
    You can find out more information about what our current apprentices think at Careers - PCL pclairtechnology.com 
     

    Ask a question

    The contact for this apprenticeship is:

    MERCURI INTERNATIONAL (UK) LIMITED

    Bernadette Stone

    bernadette.stone@mercuri.co.uk

    07552529792

    The reference code for this apprenticeship is VAC1000282197.

    Apply now

    Closes in 3 days (Monday 4 November at 11:59pm)

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