Customer Service Apprenticeship

Customer Service Apprentice

Hayley Dexis, the UK’s largest independent distributor of engineering products, is seeking a Customer Service Apprentice for our Bradford branch. Gain hands-on experience across trade counter, sales, and warehouse operations while building skills to deliver outstanding service and launch your career.

As a Customer Service Apprentice, you’ll gain hands-on experience across key areas of the branch, building the skills needed to deliver excellent service to our customers. You will rotate through:

• 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

This well-rounded approach ensures you develop a strong understanding of both our products and how we support customers from enquiry through to delivery.

Most of your apprenticeship is spent working

You’ll learn on the job by getting hands-on experience.

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

Training provider: LEARNING CURVE GROUP LIMITED
Training course: Customer service specialist (level 3)

What you'll learn

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
• Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
• Business focused service delivery: 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
• Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
• Providing a positive customer experience: Use clear explanations, provide options, and solutions to influence and help customers make choices and agree next steps
• Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
• Providing a positive customer experience: Demonstrate a cost-conscious mindset when meeting customer and the business needs
• Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
• Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports a 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
• Working with customers/customer insights: 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
• Customer Service performance: 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
• Service Improvement: Make recommendations based on your findings to enable improvement
• Service Improvement: Make recommendations and implement, where possible, changes in line with new and relevant legislation, regulations, and industry best practice