Customer Service Apprenticeship - Fairfield

Kick-start your career with our Level 3 Customer Service Apprenticeship! Join a friendly team, provide excellent customer service, process transactions, and gain valuable retail experience while earning a nationally recognised qualification. Learn, develop, and build skills for a successful future.

You will be responsible for:

• Leading by example to deliver exceptional customer service and create a positive customer experience.
• Supporting the day-to-day operation of the store and forecourt, ensuring high standards are maintained.
• Supervising, motivating, and supporting team members throughout their shifts.
• Assisting with staff training, coaching, and development.
• Ensuring all cash handling, till operations, and fuel transactions are completed accurately.
• Monitoring the store and forecourt to maintain a safe and secure environment for customers and colleagues.
• Handling customer queries and resolving issues professionally and efficiently.
• Supporting management with daily tasks, performance, and operational objectives.
• Ensuring company policies, procedures, and values are followed at all times.
• Contributing to the success of the business by promoting teamwork, efficiency, and continuous improvement.

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.
• 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 organisation'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 mind-set 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 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 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.