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Customer Service Apprentice
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About the Role
As Customer Service Apprentice, you will work as part of the Service Team who are responsible for the monitoring and administration of shipments, ensuring the deliveries are made on time. You will liaise regularly with customers, overseas offices, partners, or agents.
Apprenticeship Details
Training Provider
SR APPRENTICESHIPS LIMITED
Training Course
Customer service specialist (level 3)
Understanding Apprenticeship Levels
Understanding apprenticeship levels (opens in new tab)
What You'll Learn
Course Contents
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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.
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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 a positive customer outcome in the relevant format.
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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.
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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.
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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
Customer Service Specialist Level 3
More Training Information
SR Apprenticeships is a leading national training provider delivering Apprenticeship programmes throughout the UK.
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
About Us
We’re a family-owned global logistics provider delivering over 83 million shipments a year, including everything from fashion, DIY, chemicals, to medical equipment. Internationally, we are among the top 15 logistics providers in terms of sales revenue. We combine and integrate the world's most intelligent logistics network capabilities that keep the global economy running – today and tomorrow.
DACHSER is a diverse, innovative, and energetic workplace where everyone's ideas are always welcomed and considered. We strive to keep the family sentiment running through the business, which creates an exciting, ambitious, and supportive work ethic. Whether you are looking at opportunities in operations, as part of our Regional Office or support teams, we offer a competitive salary and a range of benefits.
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
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