Commercial Apprentice Manchester

Summary

To provide a service that books, as applicable, vehicles in and out for repair work in a manner that minimises customer waiting time and delivers high levels of customer satisfaction. Issuing courtesy cars and dealing with associated paperwork.

Annual wage

£14,600.04 a year

Minimum wage rates (opens in new tab)

£7.00 Hourly

Training course

Customer service specialist (level 3)

Hours

Monday - Friday, 9.00am - 5.00pm. Weekend work may be included.

40 hours a week

Possible start date

Sunday 1 December

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

Book customer cars in for repair/attention either by telephone or by way of personal visits. As a result of this, prepare job cards and files as necessary
Maintain a filing system for job cards, invoices and associated paperwork and provide vehicle progress reports when requested by the customer
On completion of the job, collect payment from the customer paying particular attention to banking/security arrangements and the payment of excesses on certain insurance policies. Handling all relevant administration

Where you’ll work

Tenax Road

Trafford Park

Manchester

M17 1JT

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

SKILLNET 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

You will acheive a Customer Service Specialist Level 3 Apprenticeship Standard Qualification
VRQ in Parts
Level 1 EV Awareness
The apprentice will do their training in-house with the skills coach
This will take place once every 28 days
There is no college involved so no block release is required

Requirements

Essential qualifications

GCSE or equivalent in:

English and 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

None of the above

About this company

FMG Repair Services offer service, speed, quality and value for all aspects of vehicle services. In, or near virtually every major town and city in the country. Our business isn’t just about fixing cars – it’s about caring for customers, from collecting damaged vehicles, delivering courtesy cars and returning the repaired vehicle. That’s why when it comes to getting vehicles back on the road cost-effectively, with the minimum amount of fuss and the maximum amount of care – it’s not by accident – that we’re one of the UK’s largest group of accident repair centres.

After this apprenticeship

The potential to work further up in the service department
This could involve becoming an area service manager

Ask a question

The contact for this apprenticeship is:

SKILLNET LIMITED

Jose Faria

jose.faria@skillnet.org.uk

01923 216165

The reference code for this apprenticeship is VAC1000287148.

Apply now

Closes in 7 days (Saturday 30 November at 11:59pm)

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