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Customer Service Apprentice
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Looking for a Busy, Key Role in a Friendly and Welcoming Company?
Fidelity Energy are keen to support the training & development of an apprentice in their sales support team. This role is key to the success of the company, following up customer enquiries to confirm their details, gather other relevant information before passing to the sales team.
What You'll Do at Work
- Constantly monitoring for inbound enquiries
- React immediately to a customer query
- Contacting customers to confirm, validate, and gather additional information
- Record and store information accurately and securely
- Liaise with the Sales team to pass on leads in an efficient manner
- Follow policy and procedure to ensure a quick turnaround of information
- Support the team in additional duties related to the customer experience as directed
Training Details
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training Provider
WEST BERKSHIRE TRAINING CONSORTIUM
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.
- 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
The apprentice will work towards the Level 2 Customer Service Practitioner Standard. Group training will be one day a month, a mix of in-person and remote sessions.
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
- Customer care skills
- Team working
- Enthusiasm
- Eager to learn
About Fidelity Energy
Since 2014, Fidelity Energy has taken pride in aiding businesses to procure their energy by using our great technology, great relationships, and great people. We not only provide procurement services but all the other services you would expect from one of the UK’s leading utilities and energy consultants. We help our customers get the best value from their energy contracts, reducing their energy consumption, minimising their carbon footprint, and ensuring that their bills are right. Thousands of businesses of all sizes from all over the UK rely on us for their energy needs, whether that be one site or multi-sites across the UK. We remove the stress of dealing with the energy contracts by contacting your existing and new supplier, as well as managing the process throughout, from start to finish. Fidelity Energy is set up to become an enviable business within the Utility Industry. This will be achieved in an honest, legal, and motivational manner with automation and technology at the heart of everything we do.
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Additional Information
- Your earnings can increase over time with an apprenticeship. Find out about potential future pay.
- Personal development and promotion from within the company is actively encouraged.
Contact Information
The contact for this apprenticeship is:
WEST BERKSHIRE TRAINING CONSORTIUM
Rachel Eaves
Email: rachel@wbtc-uk.com
Phone: 07922 426414
Reference Code: VAC2000046781
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