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Customer Experience Co-ordinator Level 2 Apprenticeship Pennine Newcastle Ltd

To be the main point of contact for our customers to report customer service issues, to deal directly with customers either by telephone, electronically or face to face, to ensure the provision of excellent customer service which meets and/or exceeds customer expectations.

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Closing date: 03 Jun 2022

Apprenticeship summary

  • Weekly wage

    £177.97

    Wages explained

    Apprentices are paid for their normal working hours and training that's part of their apprenticeship (usually one day per week).

    Minimum Wage Rates

  • Working week

    8.30am - 5.00pm. 60 mins lunch. Mon – Fri.

    Total hours per week: 37.00

  • Expected duration

    13 months

  • Possible start date

    13 Jun 2022

  • Date posted

    17 Jan 2022

  • Apprenticeship level

    Intermediate
    Level 2 (GCSE)

  • Reference number

    VAC001808886

  • Positions

    1 available

What makes a conservatory different to other home extensions is its versatility. Because they can be created to any size and specification, conservatories can be installed practically anywhere and matched with every style of home found in the area. As such, your new conservatory can be anything you want it to be; from a quiet space in which to relax to an elegant extension to an existing room.

Available in a variety of classic styles, as well as an incredible range of colours, finishes and added extras, we will do everything we can to ensure you get the right look for your home.

  • To be the main point of contact for our customers to report customer service issues, to deal directly with customers either by telephone, electronically or face to face
  • To ensure the provision of excellent customer service which meets and/or exceeds customer expectations
  • To handle and resolve customer complaints reported, ensuring customer issues are resolved promptly and efficiently and you offer a helpful, friendly and reliable service
  • To ensure the departments main focus is on delivering a quality customer experience to all customers
  • To be the main point escalation for any unresolved issues in the department ensuring customer expectations are achieved and exceed where possible
  • To be responsible for the resolution of customer service problems and complaints, highlighting to the Head of Customer Experience if appropriate
  • To support your team to assist with resolving customer service issues as and when required
  • To respond to email and telephone communication in a timely and efficient manner;
  • To ensure that your product knowledge is up to date and you are able to offer customer advice to the resolution of their queries
  • To work in accordance with the GGF guidelines when providing advice and support in relation to glass issues
  • To obtain and evaluate all relevant information to handle product and service inquiries in accordance with the company guidelines
  • To be responsible for communicating on a regular basis with customers to ensure they are happy with the service and are kept up to date with any on-going customer service problems
  • To be responsible for organising workflow to meet customer timeframes
  • To be responsible for liaising with customers to arrange a mutually convenient time for a service call, ensuring any appointments arranged are achievable within the service engineer schedule
  • To work with the service engineer to agree the planning of the appropriate, time efficient route for the service schedule
  • To be the main point of contact for the Service Engineers and ensure the appropriate allocation of work in accordance with the agreed Service Engineers schedule
  • To be responsible for ensuring the relevant parts, equipment, tools, transport are available and ready in accordance with the service call schedule
  • To be responsible for monitoring of individual performance, ensuring all customer service calls are processed accurately and timely
  • To ensure the customer complaints are responded to in accordance with the KPI
  • To undertake analysis work as and when required
  • To monitor the progress of the department and the achievement of individual and departmental objectives and KPI’s, ensuring these are aligned with the overall business objectives
  • To provide information of customer quality complaints to the quality manger to ensure appropriate action via a corrective action report is communicated to the relevant department

Requirements and prospects

Desired skills

  • The ability to use own initiative when identifying the appropriate course of action in resolving a customer complaint, ensuring a logical though process is applied
  • A good working knowledge of Microsoft packages with previous experience of working on excel and the ability to type accurately with good attention to detail
  • Excellent communication skills with the ability to develop good working relationships with internal and external contacts
  • Excellent problem solving skills with the ability to analyse the problem and provide a mutually beneficial solution
  • Excellent interpersonal skills with the ability to communicate both verbally and in writing and develop a good rapport with all contacts
  • A proactive approach to work with the ability to prioritise and manage own workload
  • The ability to collect and interpret data in a logical manner
  • The ability to challenge existing work practices, identify areas for improvement and implement new processes and plan
  • A willingness to undertake further training with the ability to implement learning into your  daily work
  • A strong understanding of Customer Services, performance levels and client relations
  • The ability to successfully follow processes and deliver required and measurable results

Personal qualities

  • The ability to demonstrate effective time management and prioritise tasks
  •  Excellent communication skills with the ability to communicate with both internal and external stakeholders
  • A strong understanding of customer experience with the ability to ensure an excellent level of customer service is provided and customer expectations are exceeded, maintaining excellent customer relations
  • Good listening skills
  • The ability to keep calm under pressure
  • Strong team working skills with the ability to provide support to team members
  • A strong sense of humour with the ability to manage and implement change
  • A highly motivated individual with a can do approach to work and the ability to get the job done in the required timescale

Desired qualifications

  • GCSE Grades 4-9 (A* - C) must include both maths and English

Future prospects

  • Progression routes available for the right candidate on successful completion of the apprenticeship and the potential offer of a full time post

Things to consider

  • Please consider travel arrangements prior to applying

About the employer

What makes a conservatory different to other home extensions is its versatility. Because they can be created to any size and specification, conservatories can be installed practically anywhere and matched with every style of home found in the area. As such, your new conservatory can be anything you want it to be; from a quiet space in which to relax to an elegant extension to an existing room.

Available in a variety of classic styles, as well as an incredible range of colours, finishes and added extras, we will do everything we can to ensure you get the right look for your home.

Employer

Pennine Newcastle Ltd

Address

Unit 1C

Whitley Road

Newcastle Upon Tyne

NE12 9SZ

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Training

Training provider

DERWENTSIDE COLLEGE

Applications for this apprenticeship are being processed by Derwentside College

Contact

Apprenticeship Recruitment Team 01207585914 apprenticeships@derwentside.ac.uk

  • Customer Service Level 2 Apprenticeship Standard
  • Functional Skills in maths and English if required

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)


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