DAF Customer Service Advisor Apprenticeship - HTC Park Royal
HEATHROW TRUCK CENTRE LIMITED
Park Royal, NW10 6DF
Closes on Monday 30 June
Posted on 12 December 2024
Contents
Summary
Working in an exciting and busy environment. The apprentice will train in a number of areas including improving customer relations, monitoring and dealing with customer problems. You will work towards a level 3 Customer Service Specialist apprenticeship.
- Annual wage
- £13,312 a year
- Training course
- Customer service specialist (level 3)
- Hours
-
Monday - Friday, 9.00am - 5.00pm.
40 hours a week
- Possible start date
-
Tuesday 1 July
- 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
Working in an exciting and busy environment the Customer Service Advisor Apprentice will be the front-line support for the busy service department.
The apprentice will keep in close contact with the management staff at the dealership to update them on current customer affairs and relations.
The apprentice’s role will include the following:
- Dealing with customers both face to face and by telephone
- To process and solve customer service complaints
- Look to promote continuous improvement in customer service
Where you’ll work
Units 1 & 2 Bush Industrial Estate
Standard Road
Park Royal
NW10 6DF
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
SKILLNET LIMITED
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
Apprentices will be working and will be trained within the dealership and an advisor will visit at least every 4-6 weeks as part of a close support network to ensure that apprentices are both enjoying and succeeding in their course. The apprentice may also be required to attend college for a couple of days every few months at our bespoke DAF Parts Distribution Centre based in Haddenham, Buckinghamshire.
An apprentice’s training includes:
- Industry recognised standard qualification
- Level 1/2 Functional Skills in maths and English (if required)
- Level 3 Customer Service Specialist Apprenticeship Standard
- End-Point Assessment (EPA)
Requirements
Desirable qualifications
GCSE or equivalent in:
- Maths & English (grade 4-9/C-A*)
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
- Problem solving skills
About this company
From 7.5 to 44 tonnes, DAF is the market leader across all sectors in the UK - setting the industry standard for performance and productivity. DAF's commitment to operators is backed by our network - 139 dealers covering the country, providing a consistently high standard of advice, service and expertise to keep your DAF trucks up and earning.
After this apprenticeship
- A full-time career within the automotive industry with many opportunities to progress to positions of authority within the dealership
- Future prospects are endless
- By having a highly regarded set of skills, apprentices can go on to develop their career within any other areas of commerce they may be interested in
Ask a question
The contact for this apprenticeship is:
SKILLNET LIMITED
Jamie Rogan
jamie.rogan@skillnet.org.uk
01923216165
The reference code for this apprenticeship is VAC1000291742.
Apply now
Closes on Monday 30 June
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