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Customer Services Support Apprentice
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Job Description
Overview
Dealing with all aspects of customer service, including order entry, telephone calls, emails, reviewing stock, and other duties including reporting skills. Learning all the skills needed throughout the business to which you will be working with a lovely team in a very pleasant working environment.
What You'll Do at Work
- Responding to customer queries via phone and email in a professional manner
- Processing customer orders accurately and ensuring they meet delivery deadlines
- Checking customer orders input by colleagues for accuracy
- Maintaining and updating customer records on the CRM system and across other business systems
- Liaising with internal teams, such as sales, warehouse & Despatch, or quality, to resolve customer concerns
- Handling complaints and escalating issues when necessary while ensuring customer satisfaction
- Undertaking administration tasks for other internal teams
- Monitoring and reporting trends in customer feedback to improve services
- Maintaining knowledge of the product groups and the individual parts sold with an understanding of their purposes
- Maintain product knowledge across the company’s stock and services
- Identify opportunities for upselling and cross-selling during customer interactions
- Support the external Sales Team with customer account requirements
- Actively promoting periodic offers and campaigns to customers
Other Duties
- Contribute to continuous improvement by monitoring customer feedback and reporting patterns
- Any other tasks identified by management relevant to the role
- Undertaking other duties across the business as and when required, and any other duties as necessary or directed by the Sales Office Manager
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Where You'll Work
Ryefield Way
Silsden
West Yorkshire
BD20 0EF
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training Provider
CRAVEN COLLEGE
Training Course
Customer service practitioner (level 2)
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
- Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
- Depending on your job role and work environment: 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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Training Schedule
The apprentice will train remotely and is expected to complete all college work required.
Essential Qualifications
- GCSE in:
- English (grade 4)
- Maths (grade 4)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Presentation skills
- Administrative skills
- Analytical skills
- Team working
- Initiative
- Patience
About the Company
DB Orthodontics is a medical device company that designs, manufactures, and supplies orthodontic products and equipment to dental professionals worldwide. Founded in 1998 and headquartered in Yorkshire, it offers a wide range of solutions—such as brackets, instruments, and laboratory products.
The business serves both UK and international markets, collaborating closely with clinicians and technicians to develop precision-led, innovative products to improve patient outcomes.
http://www.dbortho.com (opens in new tab)
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
Permanent employment and potential progression are dependent on an individual’s capabilities and aptitude.
Contact Information
The contact for this apprenticeship is:
- CRAVEN COLLEGE
- Holly McFadyen
- hmcfadyen@craven-college.ac.uk
- 07584212921
The reference code for this apprenticeship is VAC2000041109.
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