Customer Service Apprentice - Level 2

You don’t need experience for this role, just loads of enthusiasm and a desire to learn.

No two days will be the same. You can expect to meet many different people and gain a broad experience across all the areas you will be working in. You’ll get involved in all kinds of tasks, including greeting visitors on arrival, restocking the shelves in the shop and clearing tables in the café. Most importantly, you’ll be talking to visitors, answering their questions and making sure they can find everything they need to enjoy their day with us.

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

Requirements

• GCSE in:
  • English (grade E/2)
  • Maths (grade E/2)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you know.

Responsibilities

• 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.
• Working alongside your workplace mentor on tasks specific to your apprenticeship, you will develop the skills & knowledge relevant to the apprenticeship standard Customer Service Practitioner Level 2.