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Customer Service Practitioner Apprenticeship
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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.
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.
Responsibilities
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
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.
- 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.
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You will complete a Customer Service Practitioner Level 2 Apprenticeship, which includes:
- On-the-job training within the business
- Coaching and mentoring from experienced colleagues
- Structured learning covering customer service skills, communication, and systems
Essential Qualifications
- GCSE in:
- English (grade Level 4-9)
- Maths (grade Level 4-9)
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.
- What to expect at the end of your apprenticeship:
- A full-time role may be offered upon successful completion
- Progression into more advanced customer service or specialist roles
- Opportunities to continue developing within the business
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