Customer Service Apprentice

Summary

We are currently seeking a highly motivated and ambitious individual who would enjoy working in a sales and customer environment, as a Customer Service Apprentice. Processing order requests, building and maintaining strong relationships with customers, handling and resolving customer queries and complaints and maintaining document records.

Annual wage: £12,480 to £22,308 a year
Minimum wage rates (opens in new tab)
Training course: Customer service specialist (level 3)
Hours: Monday - Friday 9.00am - 5.00pm.
37 hours a week
Possible start date: Monday 27 January
Duration: 1 year 5 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

An exciting opportunity has arisen within our Packaging site in Newcastle, and we are currently seeking a highly motivated and ambitious individual who would enjoy working in a sales and customer environment, as a Customer Service Apprentice.

During this 17-month Apprenticeship programme, in addition to the academic learning, you will gain hands on experience in many areas including:

Processing order requests, building and maintaining strong relationships with customers
Handling and resolving customer queries and complaints and maintaining document records
You will also receive the support of course tutors, workplace coaches and mentors to help you along the way and enable you to develop your skills and potential

Where you’ll work

Unit 1C, Planet Business Centre

Planet Place

Newcastle Upon Tyne

NE12 6DY

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

BMS PROGRESS LLP

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

Customer Service Specialist Level 3 Apprenticeship Standard:

Online classrooms
1-1 coaching, workshops

Requirements

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
Administrative skills
Team working

About this company

DS Smith is a leading provider of sustainable fibre-based packaging worldwide, which is supported by recycling and papermaking operations. We play a central role in the value chain across sectors including e-commerce, fast moving consumer goods and industrials. Through our purpose of ‘Redefining Packaging for a Changing World’ and our Now and Next sustainability strategy, we are committed to leading the transition to the circular economy, while delivering more circular solutions for our customers and wider society – replacing problem plastics, taking carbon out of supply chains and providing innovative recycling solutions. Our bespoke box-to-box in 14 days model, design capabilities and innovation strategy sits at the heart of this response. Headquartered in London and a member of the FTSE 100, DS Smith operates in 34 countries employing around 30,000 people and we are a Strategic Partner of the Ellen MacArthur Foundation. Our history can be traced back to the box-making businesses started in the 1940s by the Smith family.

After this apprenticeship

Individual can progress in the business and through Apprenticeship levels

Ask a question

The contact for this apprenticeship is:

BMS PROGRESS LLP

The reference code for this apprenticeship is VAC1000289747.

Apply now

Closes in 26 days (Tuesday 31 December)

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

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