Apprentice Customer Service Administrator

TURNER BROTHERS (HOLMFIRTH) LIMITED

HOLMFIRTH, HD9 2PX

Closes in 9 days (Sunday 10 November at 11:59pm)

Posted on 28 October 2024

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Summary

Provide excellent administration and customer service; your role will be varied and we are looking for someone to become part of our hardworking and friendly team.

Annual wage
£12,480 a year

Minimum wage rates (opens in new tab)

The apprenticeship starting rate is dependent upon experience, our aim is to pay the National Minimum Wage after 12 months or where appropriate; we are also open to negotiation.

Training course
Customer service practitioner (level 2)
Hours
Monday - Friday, Shifts to be confirmed.

37 hours a week

Possible start date

Thursday 14 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

The role will include various administration duties within the company with the aim to develop and have more responsibility during your apprenticeship?

The role will include some of the following areas:

  • General administrative duties including typing correspondence by e-mail and letter
  • Inputting data onto internal systems with a high level of accuracy
  • To undertake photocopying, scanning record keeping and distribution of relevant documents
  • Using Microsoft Packages, in particular Word and Excel
  • Answering the telephone in a professional manner and in a timely manner
  • Follow up on correspondence and proactively contact customers
  • File all completed paperwork in the appropriate customer files
  • Support to members of the Team
  • Using Microsoft Packages, in particular Excel and Outlook
  • To deal courteously and efficiently with all customers
  • Providing refreshments for customers, when required
  • Ensuring that the Policies of the company are observed and that good practice is encouraged, particularly in the areas of Health & Safety, Equal Opportunities and confidentiality

As part of your contract of employment completion of the Apprenticeship Training Programme forms part of your duties as well as helping your personal and professional development; the requirements to complete the programme are as follows:

  • Attend and be punctual for all induction sessions, lessons and work-based training/support sessions
  • Complete required assignments with by the required timeline
  • Build up your portfolio of evidence on-going
  • Access support from your tutor assessor and manager, as and when required

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by the organisation which is relevant to your post within the company to meet the overall business objectives.

Where you’ll work

BOTTOMS MILL

WOODHEAD ROAD

HOLMFIRTH

HD9 2PX

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

KIRKLEES COLLEGE

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

    Overview of Customer Service Practitioner Level 2 Apprenticeship Standard

    The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. Your core responsibility will be to provide a high-quality service to customers.

    The standard covers the following:

    Knowledge:

    • Knowing your customers
    • Understanding the organisation
    • Meeting regulations and legislation
    • Systems and resources

    Your role and responsibility:

    • Customer experience
    • Product and service knowledge

    Skills:

    • Influencing skills
    • Communication
    • Interpersonal skills
    • Personal organisation
    • Dealing with customer conflict and challenge 

    Behaviours / Attitude:

    • Developing self
    • Being open to feedback
    • Team working
    • Equality – treating all customers as individuals
    • Presentation – dress code, professional language
    • “Right first time”

    You will complete an End Point Assessment this will involve the following:

    • Showcase/Portfolio
    • Interview
    • Practical Observation
    • Professional discussion

    You are given one day per week as time off to study; you will attend classes face to face and via teams to complete work for your apprenticeship. The study day is a Wednesday.

    Requirements

    Essential qualifications

    GCSE in:

    • Maths and English (grade 4/C or above)
    • Word, Outlook & Excel (grade Ability to use)

    Desirable qualifications

    BTEC in:

    • ICT (grade Pass)

    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
    • Administrative skills
    • Number skills
    • Team working
    • Initiative
    • Excellent attendance

    Other requirements

    If you would like to discuss this vacancy, please call Nichola Barnes on 07788 390025 or 01484 437 054 email apprenticeships@kirkleescollege.ac.uk This vacancy may close early if sufficient interest is received, so please apply as soon as possible so your application can be considered.

    About this company

    Turner Brothers (Holmfirth) Limited has gone from strength to strength in the vehicle service and repair business. Based in the Holme Valley, Holmfirth Huddersfield we are well placed to serve the local community and beyond. A heavy investment in our facilities and has staff put us at the forefront of vehicle maintenance. Turner Brothers is part of the AutoCare Network which means our standards of customer service, workmanship and facilities have to be second to none.

    https://turnerbrothers.co.uk/ (opens in new tab)

    After this apprenticeship

    • Opportunity to join the company as a full-time permanent employee, upon completion of apprenticeship
    • Progression to other training following successful employment and achievement of apprenticeship

    Ask a question

    The contact for this apprenticeship is:

    KIRKLEES COLLEGE

    Nichola Barnes

    apprenticeships@kirkleescollege.ac.uk

    01484437054

    The reference code for this apprenticeship is VAC1000284346.

    Apply now

    Closes in 9 days (Sunday 10 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.