Customer Service Apprenticeship

Summary

Apply now for the position of Customer Service Apprentice and you will have the opportunity to gain valuable experience in one of the world’s leading healthcare companies combining paid on-the-job learning with a formal qualification with a Top Apprenticeship Employer. This role will work across functions to focus on building skills for your future.

Annual wage

£12,064 to £21,564.40 a year

Minimum wage rates (opens in new tab)

Annual salary increase during Apprenticeship.

Training course

Customer service specialist (level 3)

Hours

Our team work Monday to Friday with occasional weekend additional shifts. Shifts TBC.

36 hours a week

Possible start date

Tuesday 1 July

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

You will support customers (internal and external) via phone and email, resolving queries and booking in both preventative and unplanned maintenance
You will work with internal stakeholders to manage holiday and training requests and logging sickness
You will learn how to log and manage service tickets in an IT system
You will work with the admin team to complete actions for new hires and ordering equipment, and to support ongoing/future projects
You will also support the logistics department

Where you’ll work

Park View, Watchmoor Park

Camberley

Surrey

GU15 3YL

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

LIFETIME TRAINING GROUP 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

Training will be a blended delivery of face to face at your place of work and remote teaching/study.

More training information

L3 Customer service specialist Apprenticeship Standard

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
Customer care skills
Administrative skills
Analytical skills
Team working
Initiative
Patience

About this company

When our health is at risk, we rely on physicians to make the best possible decisions – from quick, early diagnoses to the most effective treatments and follow-ups. By constantly bringing breakthrough innovations to market, we help healthcare professionals to deliver high-quality care, leading to the best possible outcome for patients. Our portfolio of is at the centre of clinical decision-making and treatment pathways. Patient-centred innovation has been and always will be at the core of our company. We aspire to create better outcomes and experiences for patients no matter where they live or what they are facing. We pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

https://www.siemens-healthineers.com/ (opens in new tab)

Disability Confident

A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.

You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.

After this apprenticeship

Customer Care Team member

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