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Customer Services Apprentice
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The Family Chemist
The Family Chemist is an online clinic/pharmacy which is growing, offering health services nationally. We operate from our own facility at a site in Nottingham. We’re super proud to say we’ve recently been awarded Online Pharmacy of the Year 2022, 2023, an award we’ve worked incredibly hard to achieve.
What you'll do at work
- Expert Customer Support and Escalation Management: Act as a professional advocate for customer service, handling complex or technical requests, complaints, and queries, and serving as an escalation point for ongoing problems
- Knowledge Sharing and Team Support: Utilise deep understanding of the organisation’s products and services to share knowledge and support the wider team, fostering a culture of continuous learning and improvement
- Data Analysis and Digital Proficiency: Gather and analyse customer data to drive service improvements, effectively using organisational and generic IT systems, and staying aware of emerging digital technologies
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
DERBY BUSINESS COLLEGE LIMITED
Training course
Customer service specialist (level 3)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
- Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
- Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
- Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
- Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
- Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
- Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
- Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
- Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
- Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
- Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
- Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
- Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
- Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
- Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
- Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
- Service Improvement: Make recommendations based on your findings to enable improvement
- Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
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Training schedule
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Customer Service Specialist Level 3
The apprentice will do their training at Unit 1 Nottingham South and Wilford Industrial Estate, NG117EP - training schedule has yet to be agreed. Details will be made available at a later date
Functional Skills in English and maths if required
Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an individual member at the professional level. Should you choose to progress on a customer service career path, you may be eligible for further professional membership, including management.
Requirements
Desirable qualifications
- GCSE in:
- English (grade 4 or Above)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
About this employer
Join our fast-paced and growing online pharmacy, where you'll gain hands-on experience in warehouse operations, stock management, and order fulfillment. This is a fantastic opportunity to earn while you learn, develop valuable skills, and kickstart a career in logistics and supply chain. If you're hardworking, eager to grow, and looking for a supportive team, apply now and be part of our success story!
After this apprenticeship
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
Customer Services Manager
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