Apprenticeship – Customer Support – Find an apprenticeship

Summary

This Customer Support Apprentice role is a developmental position within the Sales & Marketing department. This apprenticeship, you will obtain a Customer Service Practitioner qualification.

Annual wage: Competitive
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday - Friday, 8.30am - 4.30pm.
35 hours a week
Possible start date: Monday 27 January
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

We are looking for an enthusiastic Customer Support Apprentice to join our team that specialize in supporting our internal & external customers as part of the Sales & Marketing department based in Huddersfield, UK.

During your placement with us, you will learn how a major global organisation operates, gaining the tools and exposure you will need to become an expert in the industry and power your potential!

In this role, you will make an impact in the following ways by:

Building relationships with internal & external customers
Taking part in customer calls and also communicating with key stakeholders via email & Teams
Working with internal cross functional teams using and developing your communication skills
Coordinating internal teams in order to find successful outcomes
Learning internal systems so that you can support the Customer Support team with daily tasks
Developing your problem solving skills in order to assist the team with customer issues
Supporting the team on projects, this may be from an administrative stand point or representing the customer
Developing excel and presentation skills communicating effectively with internal and external stakeholders

Where you’ll work

St. Andrews Road

Huddersfield

HD1 6RA

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

Competent use of Microsoft software packages such as PowerPoint, Excel and Word with a strong aptitude for technology, ability to research and implement technology solutions.
Effective communication, developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences

Why Cummins:

As an apprentice at Cummins, you will have the chance to develop your skills and knowledge in a supportive and dynamic environment
Our program is designed to provide a comprehensive learning experience that prepares you for a successful career in the industry

Working at Cummins:

At Cummins, we are dedicated to diversity in the workplace and our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity, and/or expression or other status protected by law

More training information

You will study at Kirklees college, following the Customer Service Practitioner Level 2 Apprenticeship Standard:

The standard you follow will be dependent on experience:

Each course will cover a range of Skills, Knowledge and Behaviours as outlined by the Apprenticeship standard, these will be transferable and suitable to an administration role in any sector. Health and Safety and other role specific processes and tools will be taught in Company.
Should you be offered the level 2 Customer Service apprenticeship, on successful completion, you may be offered the opportunity to later progress onto the level 3 qualification
Each course will cover a range of Skills, Knowledge and Behaviours as outlined by the apprenticeship standard, these will be transferable and suitable to an administration role in any sector. Demand analysis and other role specific processes and tools will be taught in Company
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
Professiolal 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:

5 Subjects including Maths & English (grade C/4 or above)

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
Organisation skills
Customer care skills
Problem solving skills
Team working
Time Keeping & attendance

Other requirements

The link to apply for the role is included in the link below.

About this company

Cummins Turbo Technologies is the only manufacturer focused solely on medium- to heavy-duty diesel engine turbo technologies. For more than 60 years, we have delivered innovative, reliable turbocharger solutions for our customers. Our vision for turbocharger solutions, thanks to our rich company heritage derived from our Holset® brand, sets us apart as a technology leader.

https://www.cummins.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

Should you be offered the Level 2 Customer Service apprenticeship, on successful completion, you may be offered the opportunity to later progress onto the Level 3 Business Administrator Apprenticeship
There is a strong possibility you will be offered a permanent position, following satisfactory employment and achievement of the apprenticeship programme

Ask a question

The contact for this apprenticeship is:

KIRKLEES COLLEGE

The reference code for this apprenticeship is VAC1000289043.

Apply now

Closes in 11 days (Monday 16 December)

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.

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

Company’s application instructions

Please use the link and it will guild you to our website to apply for the role.

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Apprenticeship – Customer Support

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