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Customer Service Apprentice
This is an exciting opportunity to work towards a Customer Service Level 3 qualification. You will support Cudis Ltd existing customers, prospective customers and the external sales team to help to develop the growth of the business.
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
Main Duties and Responsibilities:
- Build and maintain good relations with customers to ensure that the company remains the preferred supplier
- Respond in a timely manner to all telephone, email orders
- Take incoming telephone calls and make outgoing telephone calls as required
- Create customer accounts for all new customers
- Provide detailed quotations and process customer orders and contracts
- Use and update the order processing system and customer database effectively
- Progress/despatch customer orders when required and ensure that customers and supervisor are kept informed of any delays that may occur
- Liaise with Sales Managers, Agents, Production and Purchasing Departments to ensure the highest level of customer service
- To update Internal Team Leader of any issues or concerns where necessary
- Maintain a professional level of office administration regarding filing orders, quotes, customer records etc.
- Meet agreed levels of performance and work to agreed key performance indicators
- Show a willingness to learn and develop new skills
Where you'll work
UNIT 7
BRIDGE TRADING ESTATE
BOLTON
BURY
GREATER MANCHESTER
BL8 2AQ
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)
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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
- Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
- Find solutions that meet your organisations needs as well as the customer requirements
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Providing a positive customer experience:
- Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
- Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
- Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
- Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
- Demonstrate a cost conscious mind-set when meeting customer and the business needs
- Identifying where highs and lows of the customer journey produce a range of emotions in the customer
- 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
- 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
- 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
- Make recommendations based on your findings to enable improvement
- Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
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In addition to gaining practical experience in the role, you will also attain an NVQ Level 3 Customer Service qualification which will help start your career and give you an insight into the businesses processes and procedures
Our training is all completed remotely via teams with a development coach who will be available for support 24/7 and will arrange weekly/fortnightly meetings with you
You receive 20% off-the-job training during this apprenticeship which is included in your weekly working hours
DBC Training are a multi award-winning employment and skills training provider
We offer high-quality employer solutions to improve productivity and learner solutions to support individuals to fulfil their potential
Essential qualifications
- GCSE in:
- Maths & English (grade 4/C or above)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Founded in 2004, Cudis quickly established itself as a successful electrical designer, manufacturer & supplier of high quality electrical products to the domestic and commercial markets.
In August 2018 Cudis became a Limited company and as part of the company’s expansion plans, moved to a new state-of-the-art headquarters at Bury Bridge, Bury, Greater Manchester, doubling its distribution centre capacity and office accommodation for the Sales, Marketing, Finance & Technical teams.
Your earnings can increase over time with an apprenticeship. Find out about potential future pay opens in new tab.
Lots of prospects for progression, for example: External sales, Internal sales Manager, Marketing Manager, Engineer and many more.
Contact
The contact for this apprenticeship is:
DERBY BUSINESS COLLEGE LIMITED
Catherine
cat@dbc-training.co.uk
The reference code for this apprenticeship is VAC2000038023.
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