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Customer Service Apprentice (Level 3) – Nantwich

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To assist the sales and customer services function in a dynamic and friendly sales office, working as part of the team the customer services apprentice will need good communication and organization skills to ensure that the Gateway “Cando” spirit is maintained and that our business continues to exceed customer’s expectations.

 

  • Assisting in maintaining and managing the bespoke CRM system.
  • Communicating with customers over the phone, by letter and in email format in a positive and friendly manner.
  • Managing purchase order and sales order paperwork and supplier acknowledgements.
  • Progressing overdue deliveries with suppliers.
  • Updating internal system information on deliveries and advising customers where required.
  • Processing customer complaints and returns using the formal company procedures.
  • Communicating information with all other departments e.g., Accounts / Warehouse & machine shop.
  • Other general office support tasks.

37 hours p/w – Monday-Thurs 9-5, Friday 9-4.30

Salary – £6/hour

 

SKILLS WANTED:

  • Competent in Microsoft packages                     
  • Professional phone manner
  • Good organisational skills
  • To be able to prioritise workloads
  • Good written communication
  • The ability to use own initiative
  • Motivated and enthusiastic

 

PERSON WANTED:

  • Committed
  • Hard working
  • Enthusiastic
  • Team player
  • Willingness to learn new skills
  • Positive attitude

 

What does the Apprenticeship cover?

The duration of this apprenticeship is 15 months and is made up of 10 modules. During this course, learners will develop and demonstrate a range of technical skills and behaviours that supports competence.

 

Business knowledge and understanding

  • Understanding continuous improvement
  • Understand the impact your service provision has on the wider organisation and the value it adds
  • Organisation’s current business strategy
  • Principles and benefits of thinking for the future
  • Understanding different leadership styles

 

The Customer Journey

  • Evaluate the possible customer journeys and scenarios
  • How to deal with customer issues and complex situations
  • Underpinning business processes
  • Commercial factors and authority limits Customer Insight
  • Understanding internal and external customers
  • Analyse, use and present a range of information to provide customer insight
  • Loyalty, retention and satisfaction
  • Understanding customer expectations

 

Customer Insight

  • How to proactively gather customer feedback
  • Analyse and segment different customer types Customer service performance
  • Maintain a positive relationship
  • Managing referrals and escalations effectively

 

Service improvement

  • Analyse the end to end service experience
  • Make recommendations based on findings
  • Implement changes for improvement

 

Behaviours

  • Develop self
  • Ownership/Responsibility
  • Team working
  • Equality
  • Presentation

 

Customer service culture and environmental awareness

  • Regulatory considerations, drivers and impacts
  • Understanding the business environment
  • Industry best practice to enhance your own knowledge business focused service delivery
  • Continuous improvement and future-focussed approach
  • Finding solutions that meet your organisation’s needs Providing a positive customer experience
  • How to negotiate the mutual beneficial outcomes
  • Managing challenging and complicated situations
  • Use clear explanations
  • Explore and interpret the customer experience
  • Demonstrate the cost-conscious mindset
  • Improve written and verbal communication

 

End Point Assessment

Assessment takes place in the workplace, with employees carrying out their daily tasks to demonstrate their competence using the following forms of assessment. Work-based project and interview Apprentices must submit a written report on a project they have carried out to their End Point Organisation two weeks prior to an interview data. The subject should cover a specific high-level challenge (such as a complaint or difficult situation) that the apprentice has dealt with in the past two months. The apprentice will be asked questions by the Assessor.

Practical Observation

The learner will take part in a pre-planned observation that lasts approximately one hour. It must provide evidence of the learner applying their skills, knowledge and behaviours within their job role. At a minimum, learners will display presentation, equality, interpersonal skills, communication and personal organisation.

Professional Discussion

The learner will take part in a professional discussion with an external assessor. During this discussion, evidence from the apprentice’s portfolio will be used as a base to support the professional discussion. This could include witness statements, customer feedback such as emails or letters, as well as manager feedback.

 

What qualifications will you get?

  • BTEC Level 3 Diploma in Customer Service
  • Level 2 Functional Skills Maths*
  • Level 2 Functional Skills English* 

* If required

Any person that comes onto our apprenticeship programmes will in addition to the apprenticeship qualification have access to over 500 e-learning courses which you will gain certification for any undertaken. These are optional and not a requirement of the apprenticeship programme and totally free of charge.

 

To apply for this role please send your CV and cover letter to [email protected]

Job Ref: #CS-Nant – Please include this reference in your applications

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