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Aftercare Coordinator Apprentice
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About the Role
Motormax is seeking an enthusiastic Customer Service Apprentice to support the Customer Aftercare team, who will be trained in all aspects of customer service, communication skills, booking repairs and scheduling engineer workload and jobs.
Day to Day Tasks
- Dealing with customer aftercare enquiries and providing a high level of customer service
- Booking repairs and scheduling engineer workloads and jobs
- Liaising with customers, engineers and internal departments including Technical and Finance
- Supporting engineers with stock and kit requirements
- Responding to emails and providing technical support where required
- Raising sales orders, obtaining purchase orders and supporting the invoicing process
- Maintaining spreadsheets and accurate records to monitor KPIs and performance
- Working closely with other departments and contributing to process improvements
Apprenticeship Details
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Course Contents
Business Focused Service Delivery
- Demonstrate a continuous improvement and future-focused approach to customer service delivery including decision making and providing recommendations or advice
- Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
- Find solutions that meet your organisation's needs as well as the customer requirements
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Providing a Positive Customer Experience
- Through advanced questioning, listening, and summarising negotiate mutually beneficial outcomes
- Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
- Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
- Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
- Demonstrate a cost-conscious mindset when meeting customer and the business needs
- Identifying where highs and lows of the customer journey produce a range of emotions in the customer
- Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
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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
- 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
- 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
- Make recommendations based on your findings to enable improvement
- Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations, and industry best practice
Career Progression
Upon successful completion of the apprenticeship, there will be a full-time position available with the opportunity to become a fully qualified Aftercare Coordinator.
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