Customer Services Apprentice

Summary

We're seeking an enthusiastic Customer Services Apprentice to join our company in Doncaster. Working within our Compliance department, you will be supported throughout your qualification, with hands-on experience to complement your learning. From tackling projects to handling important administrative tasks, you'll be at the heart of it all.

Annual wage: £13,500 a year
Minimum wage rates (opens in new tab)
Training course: Customer service specialist (level 3)
Hours: Monday to Friday, 9am to 5.30pm (one day at college)
40 hours a week
Possible start date: Friday 29 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

Duties:

· Complaint Handling: Logging complaints as they are received, acknowledging them with the client, investigating the complaint and completing root cause analysis, feeding back results of investigation to the client and business.

· Assisting with Training & Competency 121s: Documenting the meetings, managing the diary of the T&C Supervisor

· File Review Support: Pull together advice files for review, check all required documents are in place, liaise with paraplanning/advice team where documents are outstanding.

· Gather information required for routine compliance call monitoring

· Assisting with AML checks

· General admin support for the Compliance Team as required, involvement in ad hoc special projects.

· The candidate will shadow all key areas of the compliance team to get a fully rounded idea of the different areas of specialization.

Where you’ll work

My Pension Expert

Colonnades House, Duke Street

DONCASTER, South Yorkshire

DN1 3BW

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 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

Training will be at Doncaster College where you will access a wide range of facilities on offer. 

Day release.  

You will undertake L3 Customer Service Specialist Apprenticeship Standard. 

https://don.ac.uk/courses/dap00081-l3-customer-service-specialist-apprenticeship-standard/

You will undertake Functional Skills for English and/or Maths if needed.  

You will undertake both on and off-the-job job training by a team of industry-qualified professionals to give you the best skills, knowledge, and experience. 

Requirements

Essential qualifications

GCSE in:

English (grade 4)
Maths (grade 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
Problem solving skills
Administrative skills
Team working
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

My Pension Expert is the UK’s leading at-retirement adviser, helping people all across the UK to achieve their financial goals. MPE understand that everyone is different, and have different financial goals and objectives. Our team searches the entire market to find the option that best suits their needs; from annuities, to drawdown and investments.

https://mypensionexpert.com/ (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

Tracey Butterfield

tracey.butterfield@don.ac.uk

The reference code for this apprenticeship is VAC1000282668.

Apply now

Closes in 14 days (Friday 15 November 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.

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