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Groomers and Styling Products UK Apprenticeship
Do you have a customer first attitude, happy to always go the extra mile to deliver a first-class? If so, Groomers and Styling Products UK are eager to support you in achieving your apprenticeship, working in a friendly and supportive team! You will experience many areas of the business, giving a great opportunity for future development.
Key Duties & Responsibilities:
Core Functions:
Reception:
- First point of contact for the company, providing a positive first impression of Groomers / Styling Products UK
- Welcome and greet customers and suppliers who visit Head Office
- Provide 1st line support to customers and suppliers via email and/or telephone, providing them with the information required, or directing them to the correct department if necessary
- Ensure Reception area is clean, tidy and stocked with relevant documentation
Customer Service:
- Managing day to day customer telephone and email enquiries ensuring all verbal and written communication reflects our brand values, is error free and grammatically correct
- Managing and delivering excellent product knowledge to the customer from enquiry to order processing
- Assisting in the delivery of the annual Tele Sales budget
- Preparing and processing customer telephone orders, offering product alternatives for OOS items
- Printing and counting daily orders; preparing by nominated courier methods for warehouse team
- Supporting Customer Service Team Leader to sell through Pre-Love products
- Keeping accurate customer account records capturing all transaction information
- Booking in freight orders and liaising with our external freight forwarding team and internal Warehouse Teams to confirm customers of their delivery details and any amends/changes
- Assisting with the day to day management of our Student and College accounts
- Working closely with the accounts teams to ensure all customer orders are placed against a valid and commercially viable account
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Training Functions:
Returns Support:
- Preparing, Processing and investigating all customer return queries, and advising customer Service Team Leader of any issues and trends for further analysis
- Maintaining a clean and tidy returns work area
- Supporting the Customer Service Team Leader by taking a detailed summary of the customer complaint details
- Ensuring all customer correspondence is correct on the file in readiness for the Customer Service Team Leader to process
Dispatch:
- To carry out the efficient and accurate picking, packing, and dispatch of goods
- Follow company policies on stock control and inventory management
- Contribute to the accuracy of stock takes in line with company policy
- Ensure accurate and timely distribution of stock
- Ad hoc warehouse duties, as required
Sales & Marketing:
- Supporting the Head of Sales & the Sales Team in creation of New Line Forms
- Administration of the Amazon Returns process
- Assistance in ad hoc Customer requests
- Supporting the Brand Team in support of New Product Development (NPD)
General:
- Ad hoc support to wider business where required
- Undertaking additional duties from time to time that reflect the changing needs of the business
Apprenticeship Details
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Course contents:
- 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.
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The Apprentice would work towards the Customer Service Practitioner Standard Level 2, this would be through blended learning, live Tutor-led training sessions, both in person and remote. 1-1 training and reviews and Functional Skills maths and English Level 1 if required
Qualifications:
- GCSE in:
- English (grade 4)
- Maths (grade 4)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Additional Information:
- Your earnings can increase over time with an apprenticeship. Find out about potential future pay.
- This will be a fixed term contract for the duration of the apprenticeship, the expectation is that for the right candidate there would be the possibility of a permanent role and further personal development.
Contact Information:
- WEST BERKSHIRE TRAINING CONSORTIUM
- Rachel Eaves
- Email: rachel@wbtc-uk.com
- Phone: 07922 426414
- Reference code for this apprenticeship: VAC2000054244
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