Service Delivery Apprentice

As a Service Delivery Apprentice, you’ll help make sure everything runs smoothly for our customers. You’ll learn how to manage orders, speak with customers, and support the team with day-to-day tasks.

Requirements

• GCSE in Maths & English (grade C/4 or above)
• If you have other relevant qualifications and industry experience, share them – the apprenticeship can be adjusted to reflect what you already know.

Responsibilities

• Helping Customers
• Be the first person customers speak to when they call or email
• Answer questions and help solve simple problems
• Keep customers updated about their services
• Pass on more complex issues to your Team Leader
• Using Our Systems
• Use systems like HubSpot CRM and Waste Logics to manage jobs and customer requests
• Create and update tickets (tasks) and make sure information is correct
• Make sure tasks are completed on time (usually the same day or next working day)
• Managing Orders
• Add and manage orders in the system
• Make sure all details are correct
• Check on orders and follow up if anything is missing or delayed
• Working with Others
• Speak with drivers and help solve any transport related issues on the day
• Contact suppliers and subcontractors to arrange services
• Update the system and customers with job dates

Benefits

• Bonus scheme (after 6 month probation period)
• My Savings Platform — exclusive discounts on groceries, travel, fashion
• Free onsite parking
• Company social events
• Pension scheme
• What you'll learn
• Apprenticeships include time away from working for specialist training.
• You’ll study to gain professional knowledge and skills.
• You will attain an NVQ Level 2 Customer Service qualification.
• Training Details
• Training provider: DERBY BUSINESS COLLEGE LIMITED
• Training course: Customer service practitioner (level 2)
• 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.
• Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications.
• Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
• 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.
• Training is completed remotely via Teams with a development coach available for support 24/7.
• Weekly/fortnightly meetings will be arranged 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.
• They offer high-quality employer solutions to improve productivity and learner solutions to support individuals to fulfil their potential.
• https://dbc-training.co.uk/
• After this apprenticeship
• Your earnings can increase over time with an apprenticeship.
• Potential to progress onto a Level 3 Customer Service Specialist Apprenticeship.
• Then, once the Level 2 & 3 Apprenticeship is completed, become a Service Delivery Coordinator.