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Customer Service Apprentice - Digital Solutions
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Level 2 Customer Service Practitioner Apprenticeship
The successful candidate will complete the Level 2 Customer Service Practitioner Apprenticeship while working alongside experienced colleagues to support customers, understand their needs and deliver a high-quality service experience.
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you'll do at work
- Communicate with customers, colleagues and external stakeholders using appropriate methods including telephone, email, online platforms, video calls and face-to-face communication.
- Provide professional and friendly support to customers, understanding their needs and helping to identify suitable solutions.
- Respond to customer enquiries accurately and within agreed timescales.
- Build positive relationships with customers by listening carefully, asking appropriate questions and managing expectations.
- Provide information, guidance and support regarding Hivebyte Technology’s products and services.
- Record customer interactions, enquiries, requests and outcomes accurately using CRM systems and other digital platforms.
- Maintain accurate customer records while following GDPR, confidentiality and information security requirements.
- Support customer onboarding activities and provide assistance throughout the customer journey.
- Assist with resolving customer issues by investigating problems, identifying solutions and escalating matters when required.
- Work with internal teams to ensure customer queries are handled effectively and efficiently.
- Follow company procedures, service standards and communication guidelines.
- Gather customer feedback and share insights that can help improve products, services and customer experience.
- Support customer satisfaction activities and contribute to continuous improvement.
- Maintain up-to-date knowledge of Hivebyte Technology’s services and developments within the technology sector.
- Manage workload effectively, prioritising customer requests and meeting agreed deadlines.
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Where you'll work
Manchester Science Park
Pencroft Way
Manchester
M15 6GZ
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
SALFORD CITY COLLEGE
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.
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Training schedule
Training will be delivered in the work place.
Essential qualifications
- GCSE in:
- English (grade 3/D)
- Maths (grade 3/D)
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
- Customer care skills
- Problem solving skills
- Patience
Hivebyte Technology is an innovative technology company based at Manchester Science Park. We provide digital solutions and technology services that help organisations improve efficiency, productivity and business performance.
https://hivebyte.co.uk/?srsltid=AfmBOootZF_2hFtGpnIy6QkC9nAq9t9R-JmfhYKfVxff9KhJhfy2J-eA (opens in new tab)
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
Further training and employment discussion.
The contact for this apprenticeship is:
SALFORD CITY COLLEGE
Sarah
apprenticeships@salfordcc.ac.uk
The reference code for this apprenticeship is VAC2000046913.
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