Customer Service Representative Apprenticeship

Customer Service Team Assistance

• Support the Customer Service Team with administrative tasks, including the following:
  • Managing customer portals up to the point of despatch
  • Schedule and record outgoing stock deliveries to our major clients efficiently
  • Attend to incoming calls and provide professional telephone support
  • Create and prepare export documentation
  • Initiate and manage the process of raising collections & insurance claims
  • Verify the accuracy of all printed pick notes against the system
  • Ensure that pick notes are correctly forwarded to the transport department
  • Regularly manage and respond to emails in the sales inbox
  • Print and supplement new orders with any additional information
  • Process and fulfil proof of delivery (POD) requests efficiently
  • Maintain organised filing and archiving systems
  • Other ‘Ad-Hoc’ duties as and when required for the business

Data Entry and Analysis

• Enter and maintain accurate data in our ERP system
• Assist in analysing sales data to identify trends and opportunities for improvement

Apprenticeship Details

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

Course Contents

• Skilled in the use of multiple IT packages and systems relevant to the organisation in order to: write letters or emails, create proposals, perform financial processes, record and analyse data. Examples include MS Office or equivalent packages. Able to choose the most appropriate IT solution to suit the business problem. Able to update and review databases, record information, and produce data analysis where required.
• Produces accurate records and documents including: emails, letters, files, payments, reports, and proposals. Makes recommendations for improvements and present solutions to management. Drafts correspondence, writes reports, and able to review others' work. Maintains records and files, handles confidential information in compliance with the organisation's procedures. Coaches others in the processes required to complete these tasks.
• Exercises proactivity and good judgement. Makes effective decisions based on sound reasoning and is able to deal with challenges in a mature way. Seeks advice of more experienced team members when appropriate.
• Builds and maintains positive relationships within their own team and across the organisation. Demonstrates ability to influence and challenge appropriately. Becomes a role model to peers and team members, developing coaching skills as they gain area knowledge.
• Demonstrates good communication skills, whether face-to-face, on the telephone, in writing, or on digital platforms. Uses the most appropriate channels to communicate effectively. Demonstrates agility and confidence in communications, carrying authority appropriately. Understands and applies social media solutions appropriately. Answers questions from inside and outside of the organisation, representing the organisation or department.
• Completes tasks to a high standard. Demonstrates the necessary level of expertise required to complete tasks and applies themselves to continuously improve their work. Is able to review processes autonomously and make suggestions for improvements. Shares administrative best-practice across the organisation e.g. coaches others to perform tasks correctly. Applies problem-solving skills to resolve challenging or complex complaints and is a key point of contact for addressing issues.
• Takes responsibility for initiating and completing tasks, manages priorities, and time in order to successfully meet deadlines. Positively manages the expectations of colleagues at all levels and sets a positive example for others in the workplace. Makes suggestions for improvements to working practice, showing understanding of implications beyond the immediate environment (e.g. impact on clients, suppliers, other parts of the organisation). Manages resources e.g. equipment or facilities. Organises meetings and events, takes minutes during meetings, and creates action logs as appropriate. Takes responsibility for logistics e.g. travel and accommodation.
• Uses relevant project management principles and tools to scope, plan, monitor, and report. Plans required resources to successfully deliver projects. Undertakes and leads projects as and when required.

Earnings

Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).

Opportunities

There may be the opportunity of a full-time position upon successful completion of the apprenticeship.