Customer Service Apprentice

Summary

The role of a Customer Service Practitioner is to deliver a high-quality service to the business’ customers. The post holder will influence the customer experience and their satisfaction within the business.

Annual wage

£12,480 a year

Minimum wage rates (opens in new tab)

Substantial annual leave entitlement (Up to 47 days per year including bank and public holidays!) College gym membership with onsite facilities Supporting employee mental health through access to free counselling services.

Training course

Customer service practitioner (level 2)

Hours

37.5 Hours per week. Monday - Thursday, 8.30am - 5.00pm and Friday, 8.30am - 4.30pm.

37 hours a week

Possible start date

Monday 6 January

Duration

1 year

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

Develop an understanding of the business, its ‘brand promise', values and service culture and uphold this through the services provided
Understand and follow internal policies and procedures, including any complaints processes and digital media policies
Understand the needs and expectations of the business’s customers and strive to meet these through excellent customer service delivery
Understand and uphold appropriate legislation and regulatory requirements
Use systems, equipment and technology to meet the needs of the customers
Monitor customer service levels
Establish facts that enable the creation of a customer-focused experience and appropriate response
Build trust with a customer
Understand the products or services that are available from the organisation and keep up-to-date
Use appropriate communication methods, depending on the task and environment
Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications
Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions
Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the business’s brand
Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and the business
Demonstrate patience and calmness
Understand the customer’s point of view
Use appropriate signposting or resolution to meet customer needs and manage expectations
Maintain informative communication during service recovery
Take ownership of keeping service knowledge and skills up-to-date
Consider personal goals and propose development opportunities
Act on and seek feedback to develop or maintain personal service skills and knowledge
Frequently and consistently communicate and work with colleagues in the interest of helping customers efficiently
Treat customers as individuals to provide a personalised customer service experience
Demonstrate personal pride in the job through appropriate dress and positive and confident language
Take ownership from the first contact and then take responsibility for fulfilling the promise to the customer

Where you’ll work

Church Street

Barnsley

S70 2AX

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

BARNSLEY 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

Delivery to be completed on-site and 6 hours per week off the job training either at Barnsley College or your place of work.
Student to complete an Intermediate Technical Certificate as a Customer Service Practitioner Level 2.
Functional Skills in maths and English, if required.

Requirements

Desirable qualifications

GCSE or equivalent in:

English (grade 4/C)
Maths (grade 4/C)

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
Administrative skills
Team working
Initiative

About this company

We are an outstanding further education college. With a wide range of over 300 courses covering subjects from Animal Care, Business and Catering, to Forensics, Motorsport and Performing Arts, our campuses offer purpose-built accommodation for each subject to ensure that our students are learning in industry-standard facilities that reflect the environment you will work in after finishing your studies. Many of our College facilities are working and operating as commercial businesses alongside everyday teaching. This means you will get the opportunity to not only learn in the right environment for your studies but gain real life work experience in your chosen career, giving you a better chance over other candidates when you come to apply for employment.

https://www.barnsley.ac.uk/ (opens in new tab)

After this apprenticeship

Possible progression opportunities.

Ask a question

The contact for this apprenticeship is:

BARNSLEY COLLEGE

Amanda Ogley

apprenticeships@barnsley.ac.uk

+441226216166

The reference code for this apprenticeship is VAC1000289579.

Apply now

Closes in 22 days (Friday 27 December 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.

Cookies on Find an apprenticeship

Contents