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Apprentice Customer Service Administrator
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Come and join a great team where the role is diverse and there's plenty of opportunity to advance your career. We are proud of our brand and our people, offering recognised training qualifications to help you get even further.
About the Role
Full training will be provided to ensure that you are able to:
- Arrange appointments for our nationwide team of technicians
- Assess customer issues and order parts where necessary to ensure that our technicians are equipped to get things sorted first time
- Maintain accurate and detailed records of customer interactions using our bespoke, in-house systems
- Collaborate with internal teams to ensure prompt resolution of customer concerns
Requirements
To be successful in this role, it would be great to have:
- Excellent communication skills, both verbal and written
- Strong problem-solving and analytical abilities
- Proficiency in using computerised systems
- Ability to multitask and prioritise tasks in a fast-paced environment
- Attention to detail and accuracy in data entry
- Ability to work independently as well as part of a team
Course Contents
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
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- 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.
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The apprentice will be allocated with an assessor who will visit them within the workplace once every 6-8 weeks. In addition, the apprentice will attend an online tutorial once per month.
Qualifications
GCSE in:
- English (grade C/4)
- Maths (grade C/4)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
About Us
The Emmiera Group is Britain’s leading upholstery, bed, mattress and cabinet furniture repair specialist. We carry out repairs at your home or business, and our specialists visit over 25,000 customers every month.
Benefits
Your earnings can increase over time with an apprenticeship. Find out about potential future pay.
On successful completion of the apprenticeship, there may be a potential permanent position available.
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