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Customer Service Advisor Apprenticeship - Porsche Centre Brooklands
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Customer Service Vehicle Maintenance Coordinator Apprenticeship
This apprenticeship offers a unique opportunity to learn the ins and outs of customer service and vehicle maintenance coordination within the automotive industry. This role is ideal for individuals with a passion for automobiles, excellent communication skills, and a desire to learn and grow in a dynamic environment.
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you'll do at work
- Assist customers in scheduling service appointments, providing information on available services, and answering enquiries
- Greet customers in a professional and courteous manner, ensuring a positive service experience
- Liaise between customers and service technicians to convey vehicle concerns, service requirements, and estimated completion times
- Learn to interpret vehicle maintenance schedules, service manuals, and repair estimates to provide accurate recommendations to customers
- Coordinate with the parts department to ensure timely availability of required components for service appointments
- Keep customers informed of service progress, including any additional repairs or maintenance identified during inspections
- Handle customer complaints and concerns effectively, striving to achieve satisfactory resolutions
- Utilise computerised systems to input service orders, generate invoices, and maintain customer records accurately
- Maintain a clean and organised service reception area, ensuring a professional and welcoming atmosphere for customers
- Participate in training sessions and workshops to enhance customer service skills, product knowledge, and industry awareness
Where you'll work
PORSCHE SERVICE CENTRE BROOKLANDS
BROOKLANDS PLACE
1 ABBOT CLOSE
BYFLEET
KT14 7JN
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
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Training provider
CALEX UK LTD
Training course
Customer service practitioner (level 2)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
- 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.
Training schedule
The Programme lasts for 12-14 months, and you'll achieve a nationally recognised qualification: Level 2 Customer Service Practitioner
- All of our apprentices are employed through the Dealer Network and attend week-long block training at our state-of-the-art Training Centre in Slough
- Block training is complemented by a combination of regular coaching visits from one of our experienced Coaches as well as Virtual Classroom sessions and E-Learning modules
- Please ensure you have copies of your GCSE, Scottish National, and Functional Skills certificates, as we may request to see them during the application process
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Essential qualifications
- GCSE in:
- English (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
- Problem solving skills
- Administrative skills
- Patience
About this employer
Our Centre prides itself on operating with a high level of integrity to deliver an exceptional customer experience. We believe this ethos sets us apart from our competition and promotes an inspiring and challenging workplace. Therefore, we look for candidates with the same sense of passion and enthusiasm needed to drive our business forward.
https://dealer.porsche.com/gb/porschecentrebrooklands/en-GB/About-us/careers (opens in new tab)
After this apprenticeship
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
Throughout your apprenticeship journey, we are committed to nurturing your growth and development, guiding you toward attaining a widely recognised qualification in the motor industry. This qualification serves as a cornerstone for building your career, offering abundant opportunities within our expanding Dealer Network. Upon successful completion of the program, you'll be well-equipped to advance and transition into new roles.
Ask a question
The contact for this apprenticeship is:
CALEX UK LTD
The reference code for this apprenticeship is VAC2000031724.
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