Customer Service Apprentice

We are looking for a motivated and enthusiastic individual to join our team as a Customer Service Apprentice. This is an exciting opportunity to develop your skills while working within a fast-paced equipment hire business.

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

As part of your role, you will be the first point of contact for customers, supporting them with enquiries, processing bookings, and helping to ensure excellent service is delivered at all times.

During your apprenticeship, you will:

• Respond to inbound calls, emails, and customer enquiries
• Process hire bookings, orders, and documentation
• Support customers with queries and resolve issues where appropriate
• Escalate more complex queries to senior team members
• Maintain accurate customer records and databases
• Use internal systems to manage contracts and customer information
• Liaise with internal teams including operations and scheduling
• Build strong relationships with customers
• Support the team in delivering high levels of customer satisfaction

Where you'll work

ICKNIELD WAY FARM
TRING ROAD
DUNSTABLE
LU6 2JX

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

Training provider

OAKLANDS COLLEGE

Training course

Customer service practitioner (level 2)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

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.