customer Service Apprentice

Summary

This is a fantastic opportunity to be part of a growing team at Mantech .Company are looking for to candidates one to work withing their sales team and anther to work within their tech assistance department .

Annual wage: £13,312 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday to Friday, 07:30 to 16:00.
40 hours a week
Possible start date: Monday 3 February
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

Understand the difference between internal and external customers.
Understand the different needs and priorities of your customers and the best way to manage their expectations, recognising and knowing how to adapt style to be highly effective.
Know the purpose of the business and what ‘brand promise' means.
Know the internal policies and procedures, including any complaints processes and digital media policies that are relevant to you and your organisation.
Know the appropriate legislation and regulatory requirements that affect your business.
Know how to use systems, equipment and technology to meet the needs of your customers.
Understand your role and responsibility within your organisation and the impact of your actions on others.
Understand how establishing the facts enable you to create a customer focused experience and appropriate response.
Understand how to build trust with a customer and why this is important.
Understand the products or services that are available from your organisation and keep up-to-date.

Where you’ll work

Heywood Wharf

Mucklow Hill

Halesowen

B62 8DJ

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

SANDWELL 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

This course is delivered in work ,you will have one day a week to complete your course work.

Requirements

Essential qualifications

GCSE 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
Administrative skills
Creative
Initiative

About this company

The Mantech International Group is comprised of our UK headquarters with subsidiaries in Ireland, Poland, Romania and Spain. All of our UK customers deal with our UK operations, from sales to support. With a vast array of industry knowledge that spans over 30 years in engineering, Mantech has been providing essential support for customers throughout the UK, Ireland and Europe

https://mantechmachinery.co.uk/ (opens in new tab)

After this apprenticeship

A full time job at Mantech

Ask a question

The contact for this apprenticeship is:

SANDWELL COLLEGE

Adele Radford

Adeleradford@Sandwell.ac.uk

The reference code for this apprenticeship is VAC1000291288.

Apply now

Closes on Friday 31 January

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