This company is a well-respected supplier into the highly innovative Life Sciences Industry Sector with customers ranging from Research and Development Labs and Universities through to Large Blue Chip Pharmaceutical Companies, as well as Contract Manufacturers.

Following on-going continued growth of the business they are looking for an energetic and conscientious Customer Service Representative to help maintain the excellent customer service that they offer on a level 3 Apprenticeship.

The role includes responsibility for processing sales and purchase orders as well as working in partnership with the Sales & Marketing teams to deliver excellent customer service.

The role will suit a candidate looking to move into a Business role with a company that is committed to exceeding customer expectations.

Functions of this position include:

  • Processing Incoming Sales Orders
  • Dealing with Incoming sales calls
  • Managing Customer Service Issues
  • Maintaining information in the CRM system
  • Preparing Customer Quotations
  • Development of relationships with new customers

Required Skills:

  • I.T Literate including Microsoft Office familiarity
  • Good Telephone Manner
  • Min. Grade C GCSE or equivalent in Maths and English
  • Excellent verbal and written communications skills
  • Strong listening skills

The offices are easily accessible from Bury Town Centre, within a 5 minute walk of the Bus/Tram station and Free Parking available on site.

Also available on site is a Canteen and Gym Area.

Salary – £18-20K

Hours – Monday – Friday 9 – 5 with an hour for lunch.

What does the Apprenticeship cover?

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 insights

  • 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.

APPLY TODAY – with your CV and covering letter to: [email protected]