Level 2 Customer Service Apprenticeship

About the Role

This is a great opportunity for someone at the beginning of their career who wants to learn, develop and become an important part of a busy team. You will receive on-the-job training while supporting the coordination of service requests, engineers, customers and general administration.

Key Responsibilities

• Answer telephone calls and respond to customer emails professionally
• Log service calls, breakdowns and maintenance requests
• Assist with allocating and coordinating jobs for engineers
• Help schedule planned maintenance, repairs and minor works
• Keep customers updated on the progress of their jobs
• Chase outstanding information and paperwork
• Update records and internal management systems accurately
• Assist with preparing reports and service documentation
• Liaise with engineers, customers, suppliers and other departments
• Help keep schedules and works-in-progress information up to date
• Provide general administrative support to the service department.

Training and Development

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

HEART OF WORCESTERSHIRE COLLEGE Customer service practitioner (level 2)

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.