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Customer Service Apprentice
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About the Role
We are looking for someone to join our team to help our customer service dept. Customer service is an essential part of our business and the role is varied, giving opportunity to learn a wide skillset.
What You'll Do at Work
- Answer calls and phone customers with updates
- Set up new jobs onto the system
- Record information from customers and engineers
- Add documents to our system
- Record damage of incoming vehicles
- Show customers around replacement vehicles
Where You'll Work
BROOK ROAD
OVERROSS INDUSTRIAL ESTATE
ROSS ON WYE
HEREFORDSHIRE
HR9 7QG
Training Details
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training Provider
HEREFORDSHIRE AND WORCESTERSHIRE GROUP TRAINING ASSOCIATION LIMITED
Training Course
Customer service practitioner (level 2)
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
- 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
- Formal training is delivered at HWGTA, located Holmer Road, Hereford HR4 9SX.
- You will receive a training plan that is specific to your qualification, with sessions that are delivered through a combination of face-to-face and remote.
- Additional training for functional skills in English and maths will be undertaken if needed.
- You will receive monthly visits from your assigned Learning and Development Specialist, who will set you work, monitor your development and wellbeing, and discuss training sessions. They will also prepare you for your End point Assessment to gain your Customer service level 2 qualification.
- There is also a five-day teambuilding residential trip that is held in the spring of each year offered to all apprentices on programme.
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Essential Qualifications
- GCSE in: English and Maths (grade 4 or C above)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Earnings
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab). May lead to a permanent position for the right candidate.
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