Customer Service Apprentice

About the Role

As a Customer Service Apprentice, you’ll gain hands-on experience across the branch, developing the skills to deliver excellent customer service. You’ll work on the trade counter, in internal sales/office, and warehouse operations, building a strong understanding of our products and the customer journey from enquiry to delivery.

Responsibilities

• Trade Counter: Supporting and serving customers face-to-face
• Internal Sales / Office: Handling calls, emails, and customer enquiries
• Warehouse Operations: Understanding stock, order fulfilment, and logistics

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Course Contents

• Business Focused Service Delivery
  • Demonstrate a continuous improvement and future-focused approach to customer service delivery including decision-making and providing recommendations or advice
  • Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
  • Find solutions that meet your organization’s needs as well as the customer requirements
• Providing a Positive Customer Experience
  • Through advanced questioning, listening, and summarising, negotiate mutually beneficial outcomes
  • Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
  • Use clear explanations, provide options, and solutions to influence and help customers make choices and agree on next steps
  • Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
  • Demonstrate a cost-conscious mindset when meeting customer and business needs
  • Identify where highs and lows of the customer journey produce a range of emotions in the customer
  • Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcomes in the relevant format
• Working with Customers/Customer Insights
  • Proactively gather customer feedback, through a variety of methods. Critically analyse, evaluate the meaning, implication, and facts, and act upon it
  • Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
• Customer Service Performance
  • Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
  • When managing referrals or escalations, take into account historical interactions and challenges to determine next steps
• Service Improvement
  • Analyse the end-to-end service experience, seeking input from others where required, supporting the development of solutions
  • Make recommendations based on your findings to enable improvement
  • Make recommendations and implement, where possible, changes in line with new and relevant legislation, regulations, and industry best practice