Customer Service Apprentice John Roe

An exciting opportunity to kick start your career within an exciting motor retail group who pride themselves in offering their customers the highest quality within a dealer they can trust. You will professionally represent the brand and become a brand champion to ensure we provide a fantastic customer experience.

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 02 Nov 2017

Apprenticeship summary

  • Weekly wage

    £140.00

    Wages explained

    The current National Minimum Wage for an apprentice is £3.50 an hour. This rate applies to apprentices under 19 and those aged 19 or over who are in their first year.
    Apprentices must be paid at least the minimum wage rate for their age if they are aged 19 or over and have completed their first year.
    The minimum wage rates are £5.60 an hour for 18-20 year olds and £7.05 for anyone aged 21 and over.
    Apprentices are paid for their normal working hours and training that’s part of their apprenticeship (usually one day per week).

  • Working week

    40 hours

    Total hours per week: 40.00

  • Apprenticeship duration

    12 months

  • Possible start date

    06 Nov 2017

  • Date posted

    18 Aug 2017

  • Apprenticeship level

    Intermediate Level Apprenticeship

  • Reference number

    VAC001298982

  • Positions

    1 available

Apprentices are to work towards the ultimate goal of being a team player with the capability to work independently as a successful member of the team in a service and sales environment.

A training program, planned responsibilities and targets will be part of this apprentice position. The apprentice will learn how to plan and co-ordinate the Centre’s parts and service requirements to meet customer requirements and maximise sales volumes, margins and aftersales profitability whilst ensuring Company standards and Complete Customer Satisfaction is achieved. In a sales capacity, the apprentice will learn the basic understanding of a vehicle sales environment and the regulatory requirements, whilst being in place to meet/greet customers offering excellent customer service

Main Duties/Responsibilities

  • Ensures compliance to training and development standards
  • Embraces and uses the onsite training and development to maximise every opportunity within the business initially under the guidance of an experienced team and long term independently.
  • A positive and proactive approach to learning from different experiences including onsite training, online and traditional learning from the Company and Toyota
  • Keeps up to date with training requirements for the Company and Toyota to ensure compliance to the standards and targets set.
  • Builds rapport and qualifies the customer’s requirements
  • Talks & listens carefully to customers to build rapport and understand their requirements (both stated and unconscious needs), working both face to face and over the telephone
  • Uses a good understanding of the customer’s needs and the products that are available to guide them towards the product that will best meet their needs
  • Learns to quotes prices and availability of stocks and accessories to customers
  • Encourages the sale of genuine parts and accessories whenever possible, acting on opportunities to sell additional products/services and market current promotions
  • Agrees the details of the work that is to be carried out with ongoing training
  • Learn to provide accurate estimates for servicing and repairs, ensuring that the customer is fully aware of the likely costs and timescales involved and setting expectations accordingly
  • Introduces the customer to the appropriate colleague to discuss details of the work/sale that is required.
  • Learns to make appointments for service/sales using schedules to meet customer requirements, taking into account business demand, targets.
  • Encourages the sale of genuine parts and accessories whenever possible, acting on opportunities to sell additional products/services and market current promotions
  • Learns to assist with vehicle delivery/collection/test drives or loan car arrangements.
  • Assists team members with co-ordination of workshop activity to deliver agreed work
  • Liaises with departments to assist in customer satisfaction and company productivity.
  • Learns the sales process, following guidance
  • Assists with writing job cards, detailing any special requirements and distributes to the workshop/bodyshop – briefing technicians where appropriate
  • Updates customer database to maintain accurate records of work carried out and aid future prospecting
  • Learns to support trade sales opportunities
  • Prospects to local trade and co-ordinates van deliveries
  • Works as a full member of the Centre team
  • Works with colleagues and other teams across the Centre to provide a seamless service to customers (e.g. by informally observing and responding to the needs of customers who are not being attended to by other members of staff)
  • Ensures opportunities for sales by other teams are followed up by the most appropriate specialist
  • Ensures all Service personnel have access to parts needed to complete next day work schedule

Requirements and prospects

Desired skills

  • Good standard of education with a qualification in Maths and English
  • Excellent IT Skills in all MS Office packages and Internet and Email
  • Excellent communication, administrative and organisational skills
  • Excellent customer service/people skills

Personal qualities

  • Must be a team player
  • Must have flexible ‘can do’ approach
  • Polite, calm and approachable persona
  • Ability to work on own initiative or with minimum supervision

Qualifications required

GCSE Maths and English at grade C or equivalent desirable but not essential.

Future prospects

Opportunity to progress in to full time permanent employment upon 12 month review point when apprenticeship is complete.

Things to consider

The current National Minimum wage (NMW) rate for apprentices is £3.50 per hour. This applies to 16-18 year old apprentices and those aged 19 and over in the first year of their Apprenticeship. For all other apprentices the National Minimum wage appropriate to their age applies. The Minimum Wage for Apprentices applies to time spent on the job plus time spent training.

About the employer

John Roe founded his business in 1969 when he opened John Roe Motor Sales in Grimsby. Two years later, he was awarded the Toyota franchise and sold 80 new cars in his first year as an official Toyota dealer. Forty years on, the business has grown from its modest beginnings to become a major regional motor group, with dealerships on both sides of the River Humber selling more than 3,000 vehicles a year. The original Grimsby business is now complimented by three other dealerships, Toyota Centre’s in Hull and Scunthorpe and a purpose-built Lexus Centre in Hull, which opened its doors in 2000. Yet it still remains a family business with a third generation of the Roe family now at the helm of the company. The fact that the Motor Group has been owned and run by the same family for more than 40 years is something quite unusual and very special – something which sets it apart from its rivals.

Employer

John Roe

Address

Grange Lane North

Scunthorpe

DN16 1DP

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Training provider

Intermediate Apprenticeship in Customer Service.

  • This apprenticeship is delivered through work based learning, this means that all training is done at the workplace eliminating the need to attend college.
  • The successful candidate will be allocated an assessor who will visit on site every 4-6 weeks and deliver all of the training to gain the qualification and provide the resources to complete work between visits.

Apprenticeship framework

Customer Service

Training provider

LEARNING SKILLS PARTNERSHIP LTD

Applications for this apprenticeship are being processed by Learning Skills Partnership

Contact

Luke Jacob 01482 338844 luke.jacob@lsprecruit.com


Employer's Application Instructions

Please apply for this vacancy using the Get My First Job website. If you have any issues with applying please email luke.jacob@lsprecruit.com or call 01482 338844.


This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 02 Nov 2017