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Customer Service Assistant Apprentice
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About the Role
We are looking for an enthusiastic and motivated Customer Service Apprentice to join our friendly team at Luisa’s, a specialist chocolatier. This is an exciting opportunity to gain hands-on experience in all aspects of our business while working towards a Level 2 Customer Service qualification.
What You'll Do
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
- Providing excellent face-to-face customer service and building positive customer relationships
- Responding to customer enquiries via email in a professional and timely manner
- Processing and fulfilling customer orders accurately and efficiently
- Printing and preparing order documentation
- Packing customer orders to a high standard, ensuring products are presented and dispatched correctly
- Assisting with stock handling and order preparation
- Learning the chocolate-making process and supporting production activities
- Developing knowledge of products to confidently assist customers with enquiries and recommendations
- Working as part of a small team to support the day-to-day running of the business
What You'll Learn
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
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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
- Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
- 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.
Training Schedule
- Customer Service Practitioner Level 2
- Apprentices will be allocated a Trainer Assessor, and training will be planned and delivered in conjunction with the employer to meet the individual needs of the apprentice.
- The apprentice will spend 20% of their working hours in off the job activities and training.
- On the job and off the job training will be delivered in the workplace.
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About Us
Once upon a time, Luisa was a textiles teacher who always carried chocolate in her bag. Today, she handcrafts multiple award-winning bean-to-bar chocolate from her ethical chocolate-making business in Nottingham. At Luisa's Vegan Chocolates, we are passionate about producing high-quality craft chocolate while supporting sustainable and ethical sourcing. We pay our cocoa farmers better-than-fair prices for their exceptional beans, ensuring that every chocolate bar we make reflects our commitment to quality, fairness, and craftsmanship. As a small, friendly team, we take pride in what we do and are excited to offer an apprentice the opportunity to learn every aspect of our business, from customer service and retail to chocolate production and order fulfilment.
Job Details
- Full-time permanent role within the company.
Earnings
Your earnings can increase over time with an apprenticeship. Find out about potential future pay.
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