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Customer Service Apprentice - Harrogate
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Job Description
About the Role
To provide a service that books, as applicable, vehicles in and out for repair work in a manner that minimises customer waiting time and delivers high levels of customer satisfaction. Issuing courtesy cars and dealing with associated paperwork.
What you'll do at work
- Book customer cars in for repair/attention either by telephone or by way of personal visits. As a result of this, prepare job cards and files as necessary
- Maintain a filing system for job cards, invoices and associated paperwork and provide vehicle progress reports when requested by the customer
- On completion of the job, collect payment from the customer paying particular attention to banking/security arrangements and the payment of excesses on certain insurance policies
- Handling all relevant administration
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
SKILLNET LIMITED
Training course
Customer service specialist (level 3)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
- Business focused service delivery:
- Demonstrate a continuous improvement and future focussed 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 organisations 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 next steps
- Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
- Demonstrate a cost conscious mind-set when meeting customer and the business needs
- Identifying 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 outcome in the relevant format
- Working with customers/customer insights:
- Proactively gather customer feedback, through a variety of methods. Critically analyse, and 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 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
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Training schedule
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- You will achieve a Customer Service Specialist Level 3 Apprenticeship Standard Qualification
- Level 1 EV Awareness
- The apprentice will do their training in-house with the skills coach
- This will take place once every 28 days
- There is no college involved so no block release is required
Requirements
Desirable qualifications
- GCSE in:
- English and Maths (grade 4+)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
About this employer
FMG Repair Services offer service, speed, quality and value for all aspects of vehicle services. In, or near virtually every major town and city in the country. Our business isn’t just about fixing cars – it’s about caring for customers, from collecting damaged vehicles, delivering courtesy cars and returning the repaired vehicle. That’s why when it comes to getting vehicles back on the road cost-effectively, with the minimum amount of fuss and the maximum amount of care – it’s not by accident – that we’re one of the UK’s largest group of accident repair centres.
After this apprenticeship
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
- The potential to work further up in the service department
- This could involve becoming an area service manager
Ask a question
The contact for this apprenticeship is:
SKILLNET LIMITED
Jose Faria
The reference code for this apprenticeship is VAC2000044380.
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