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Customer Service / Administrative Officer Apprenticeship
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Customer Service / Administrative Officer Apprenticeship
My Toilet Spares is seeking a Customer Service Representative to manage customer queries, process orders, pick orders, and escalate complaints across various communication channels. The ideal candidate will remain calm under pressure and possess computer experience.
Requirements
- Experience working with computers
- Ability to remain calm when customers are frustrated
- GCSE in English and Maths (grade 4) (desirable)
- Other relevant qualifications and industry experience may be considered
Responsibilities
- Responding promptly to customer inquiries
- Communicating with customers through various channels
- Knowing our products thoroughly to answer questions
- Processing orders, forms, applications, and requests
- Keeping records of customer interactions, transactions, comments, and complaints
- Communicating and coordinating with colleagues
- Providing feedback on the efficiency of the customer service process
- Ensuring customer satisfaction and providing professional customer support
- Escalating complaints
- Picking orders
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Benefits
- Apprenticeship includes time away for specialist training
- Study to gain professional knowledge and skills
- Earnings can increase over time with an apprenticeship
- Excellent future prospects for the right candidate
Application Process
- Complete the apprenticeship application
About My Toilet Spares
A bathroom supply store in Hull.
Contact
Training provider: MCARTHUR DEAN TRAINING LIMITED Training course: Customer service practitioner (level 2)
What you'll learn
- 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.
- Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications.
- Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
- 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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Training schedule
Level 2 Customer Service Practitioner apprenticeship standard:
- Level 2 Functional Skills in maths and English (if required)
- End-Point Assessment (EPA)
- One to one Tutor Assessor support in the workplace
- Attending weekly classes covering Health and Safety and Equality and Diversity and working towards completing the EPA
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