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Apprentice Customer Service Advisor
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This is a fantastic opportunity for someone looking to begin their career in customer service, while gaining valuable hands-on experience within a busy and established business
What you'll do at work
You will work alongside an experienced team, learning how to provide excellent customer service, communicate confidently with customers and support the day-to-day running of the business.
Your duties will develop as you progress through your apprenticeship and will include:
- Responding to customer enquiries by telephone and email
- Providing friendly, professional and helpful customer service
- Helping customers with product, order and delivery enquiries
- Processing customer orders and updating customer information
- Resolving customer queries and problems efficiently
- Developing positive relationships with customers
- Working closely with other members of the team to achieve individual and company targets
- Maintaining accurate information on company systems
- Carrying out general administrative duties
- Learning about the company's products, services and processes
- Supporting the wider customer service and sales team when required
- Completing all training, coursework and assessments required as part of the apprenticeship
- Preparing for and completing the End Point Assessment
Where you'll work
61 GIBFIELD PARK AVENUE
ATHERTON
MANCHESTER
M46 0SY
Apprenticeships include time away from working for specialist training
You’ll study to gain professional knowledge and skills.
Training provider
NORTHWEST EDUCATION AND TRAINING LIMITED
Training course
Customer service specialist (level 3)
Understanding apprenticeship levels
What you'll learn
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
- Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
- Find solutions that meet your organisations 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 mind-set 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
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
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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
Training schedule
Training will be delivered either face-to-face or remotely via Teams in the workplace. You will receive monthly visits from a qualified assessor.
Essential qualifications
- GCSE in:
- English or English Lit (grade 4)
- Maths (grade 4)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Team working
- Initiative
- Keen to learn
- Reliable and punctual
We are a leading printer consumables company, supplying a wide range of printer cartridges, toner and related products to customers across the UK. We pride ourselves on providing excellent customer service and are looking for an enthusiastic Apprentice Customer Service Advisor to join our friendly team at our office in Atherton, Manchester.
Company benefits
- On-site parking.
- Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
- Potential permanent position following successful completion of the apprenticeship programme.
The contact for this apprenticeship is:
NORTHWEST EDUCATION AND TRAINING LIMITED
Sarah Reynolds
sarah.reynolds@nweat.co.uk
07591833514
The reference code for this apprenticeship is VAC2000050440.
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