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Customer Service Apprentice
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About the Role
This apprenticeship is designed to develop customer service skills in a busy environment. The successful applicant will learn how to support customers across multiple communication channels, process requests accurately, resolve routine queries, and work as part of a team to deliver a consistently high standard of service.
Responsibilities
- Complete day-to-day activities within the department accurately and within agreed timeframes.
- Work as part of the team to ensure departmental tasks are completed, supporting colleagues when priorities or workloads change.
- Answer inbound customer calls professionally and provide a helpful, consistent standard of customer service.
- Resolve customer queries, process orders, and support delivery issue resolution accurately and within agreed timescales.
- Escalate issues or complaints to the Customer Service Team Leader where support or further action is required.
- Share feedback on areas where further training, process improvement, or development may be helpful.
- Ensure quotations are handled within agreed timeframes.
- Where applicable, use the tools provided, including Dynamics, to personalise customer interactions and build rapport with the customer base.
- Manage individual cases as part of the wider department workload, highlighting when support is needed from other team members.
- Work closely with other departments to support the smooth resolution of customer queries and requests.
- Maintain company equipment to a high standard and demonstrate professional personal standards at all times.
- Carry out any additional reasonable requests made by the Company.
- Continuously look for opportunities to improve through learning and self-development.
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Where You'll Work
- Adlington Business Park
- Adlington
- Macclesfield
- SK10 4NL
Training Provider
- CHESHIRE COLLEGE SOUTH AND WEST
Training Course
- Customer service practitioner (level 2)
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
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This apprenticeship is workplace delivery meaning there is no day release to college.
Requirements
Desirable Qualifications
- GCSE in:
- English (grade 4/C+)
- Maths (grade 4/C+)
- Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
About This Employer
Protec is the UK’s leading manufacturer, supplier and recycler of temporary protection materials and sustainable site signage. For over 30 years we’ve been providing products and expertise that help to protect construction projects from damage and the resulting costs of repair and replacement. We’re proud to be a key partner for Tier One contractors, main sub-contractors and major house builders.
Company Benefits
- Salary commensurate with experience plus bonus package and benefits
- 25 days’ holiday + bank holidays + birthday
- Bonus scheme, details on successful application
- Pension, private healthcare, income protection and death in service cover
- Ongoing training, professional development, and clear career progression opportunities.
- Bonus, pension and benefits will commence upon completion of successful probation period.
After This Apprenticeship
Your earnings can increase over time with an apprenticeship. There may be a full-time position available upon the successful completion of this apprenticeship.
Ask a Question
The contact for this apprenticeship is:
- CHESHIRE COLLEGE SOUTH AND WEST
- Maxim Business Training
- apprenticeshiprecruitment@macclesfield.ac.uk
- 01625410022
The reference code for this apprenticeship is VAC2000049196.
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