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Apprentice Customer Service
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Be at the heart of our sales operation
As a Sales Support Apprentice, you'll work closely with customers, sales teams, and colleagues to deliver a seamless customer experience from enquiry to delivery.
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
Duties
- Supporting customers by phone and email, providing updates on orders, lead times and delivery schedules.
- Processing customer orders accurately and efficiently using our D365 ERP system.
- Working closely with our sales team, warehouse and other departments to ensure orders are delivered smoothly.
- Completing a variety of administrative tasks and maintaining accurate customer and order information.
- Helping to keep the sales operation running efficiently by solving problems, responding to queries and supporting the wider team when needed.
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Course contents
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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 organization'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.
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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.
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The successful candidate will work towards achieving their Apprenticeship Standard in Customer Service L3.
A dedicated work-based trainer will be assigned to the candidate to provide them with support and guidance throughout the course. This is a predominantly work-based programme with College attendance required once a month. All learning will take place at the candidate's place of employment/College and within their contracted working hours.
Course outline
https://skillsengland.education.gov.uk/apprenticeships/st0071-v1-3
Essential qualifications
- GCSE in:
- English and Maths (grade A*/9 – C/4)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Your earnings can increase over time with an apprenticeship. Find out about potential future pay opens in new tab.
At Origin, we're committed to developing our people. Whether your ambition is to lead a team, move into sales, or broaden your commercial experience, we'll support you with the training and opportunities to help you achieve your career goals.
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