Customer Service Apprentice - Birmingham – Find an apprenticeship

Summary

As a Customer Service apprentice, you will be trained to provide excellent customer service by managing and responding to inbound queries from students. The role will offer a great opportunity to learn the fundamentals of customer service, telephony systems, and collaboration with internal teams.

Annual wage: £18,000 a year
Minimum wage rates (opens in new tab)
Training course: Customer service specialist (level 3)
Hours: Monday - Friday (Times TBC)
40 hours a week
Possible start date: Wednesday 18 December
Duration: 1 year 6 months
Positions available: 2

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

Main Responsibilities:

Ensure a quality Campus experience through the delivery of a highly student-focused administrative support service
Providing high quality student administration and 'one-stop shop' student advice service on Campus in collaboration with other operational teams such as Facilities, Welfare and IT
Responding to enquiries from students, providing detailed responses to their enquiries about the types of support available
Respond with speed and accuracy to email, phone, and in-person enquiries
Identify and promote internal and external resources to students
Apply sensitivity and discretion when dealing with confidential information and confidently refer more complex issues to specialist staff
Work flexibly as part of the Customer Services Team and be available for occasional evening and weekend work as required

Where you’ll work

84-86 Smallbrook Queensway, Birmingham

birmingham

B5 4LJ

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

METAGEDU APPRENTICESHIPS LTD

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

The successful candidate will complete a Customer Service Specialist Level 3 Apprenticeship standard:

Level 3 Customer Service Specialist Standard
Functional Skills Level 2 in maths - if applicable
Functional Skills Level 2 in English - if applicable

Requirements

Essential qualifications

GCSE or equivalent in:

Maths (grade 4-9)
English (grade 4-9)

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
Attention to detail
Organisation skills
Customer care skills
Problem solving skills
Administrative skills
IT skills
Team working

Other requirements

Starting salary of £18,000 progressing up to £25,000 upon completion + performance based bonus.

About this company

Global Banking School (GBS) is a dynamic and fast growing Higher Education provider with campuses across the UK. We are a vibrant and diverse family of committed staff bringing life-changing learning to a wider range of communities. Applying evidence-based research and corporate case studies to classroom learning, we provide higher education that has real impact and real world relevance.

After this apprenticeship

Excellent progression available within the company. The successful applicant will undertake more responsibilities as the apprenticeship develops with a strong view to securing permanent employment on completion.

Ask a question

The contact for this apprenticeship is:

METAGEDU APPRENTICESHIPS LTD

The reference code for this apprenticeship is VAC1000288267.

Apply now

Closes in 23 days (Tuesday 17 December)

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After signing in, you’ll apply for this apprenticeship on the company's website.

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Customer Service Apprentice - Birmingham

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