About the Role

This role will require the apprentice to assist the customer care department and accounts department. The role will involve:

• Placing orders
• Taking payments
• Dealing with customer and much more

A varied role covering all aspects of the office and by the end of the apprenticeship the apprentice will have excellent knowledge of administration.

Responsibilities

• Assist the customer care department and the accounts department on a regular basis
• Register all boilers onto the gas safe register
• Assist in placing material orders with the plumbing merchants
• Liaise with on-site engineers regarding customer extras and material orders
• Take payments over the phone from customers
• Record and document production of each new build site
• Decision making on which merchant to use and which member of the team to delegate certain tasks to
• Speaking to and building relationships with customers and merchants
• Place orders to merchants via email and phone
• Monthly review of customer extras and boiler spreadsheets to ensure all is up to date and booked in
• Organise and plan small works to be carried out
• Undertake and lead projects as and when required
• Assist accounts department with Sage and invoices
• Assist customer care department with booking work and organising the engineer’s diaries
• Use of Excel, Sage and Word
• Assist company directors
• Registering gas safe boilers and updating spreadsheets
• Logging customer extras
• Taking customer payment over the phone

Training and Development

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

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 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 themself 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.