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Customer Experience Representative Apprenticeship We Do Rentals Ltd
As a Customer Experience Representative you will be responsible for providing an outstanding, positive and memorable experience to every one of our customers, you will be expected to listen, deliver and care on every single interaction.
Closing date: 23 May 2022
Apprenticeship summary
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Weekly wage
£180.38
Wages explained
Apprentices are paid for their normal working hours and training that's part of their apprenticeship (usually one day per week).
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Working week
Monday 9am - Friday 5pm
Total hours per week: 37.50
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Expected duration
21 months
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Possible start date
30 May 2022
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Date posted
10 Feb 2022
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Apprenticeship level
Intermediate
Level 2 (GCSE) -
Reference number
VAC001820809
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Positions
1 available
We don’t want you to just give our customers an outstanding first impression, you are the perfect introduction to our long standing commitment to providing exceptional customer service.
As a Customer Experience Representative you will be responsible for providing an outstanding, positive and memorable experience to every one of our customers, you will be expected to listen, deliver and care on every single interaction.
- Handle customer enquires across various channels, including telephone, written correspondence, email, social media, secure messages and web/live chat
- Endeavour to provide a seamless and effortless experience to customers when dealing with complex queries
- Ensure every time you interact with a customer you are determined to provide the customer with the best possible experience
- Have the customer at the heart of everything you do
- Be proud of the service that you offer and strive to do everything you can to help - be willing to go the extra mile
- Take ownership of issues and see them through to resolution
- Communicate in an open and honest way
- Treat all customers and colleagues with respect
- Treat all customers and colleagues as individuals
- Understand that customers have different needs and some are vulnerable
- Treat customers fairly.
- Pay attention and ensure that all requests are acted upon and all details are accurately recorded
- Aim to resolve the customer’s query at first point of contact
- Recognise when a customer needs to be assisted further by a senior colleague and escalate accordingly
- Identify opportunities for improving the customer experience and ensure that you raise these through the customer improvement team evidencing the benefit to both our customers and the business
- Have a want to support and mentor new members of staff through, buddying, floor walking and sharing best practice
- Be willing to attend and participate in any training that is offered to you, to include up skills, external training and regulatory training
- Complete all the necessary regulatory EQ learning modules within the stated time-frames and ensure that you apply these to your role
- Don’t make false promises - do what you say you will do
- Make it your mission to make a first impression that will be a lasting impression
- Participate in team huddles
- The ability to move and work on a variety of different product offerings
Requirements and prospects
Desired skills
- Have good listening & communication skills
- Can relate to your customers emotional needs
- Strong IT skills
- Team player
- Well organised
Personal qualities
- Reliability
- Has a positive “can-do” attitude
- Enjoy interacting with people
- Care about your customers and colleagues
- Can demonstrate patience, empathy and compassion when required
- Have the ability to remain calm and professional in difficult and challenging situations
- Listen to your customer (their expressions, behaviour and words used) to help identity when your customer is dissatisfied
- Can be flexible when required
- Always striving to do the right thing
- Treat people as you expect to be treated yourself
- Be human and add a personal touch and ensure you identify every one of your customer’s individual needs
Desired qualifications
Must have GCSE Grade C/4 or Functional Skills Level 2 in English & maths or equivalent.
Future prospects
Can lead to higher level/full time employment after successfully completing apprenticeship.
Things to consider
Based in Smethwick with good transport links
About the employer
Based in Smethwick, near Birmingham We Do Rentals Ltd is an established company that specialises in courier and self-drive van hire services. We pride ourselves on our ability to provide a wide range of vehicles at affordable prices.
We offer vans from a number of popular brands, this includes models such as Ford Transit Custom, Mercedes Sprinter and VW Caddy all of which are available in a variety of sizes. This includes small compact, short wheelbase, long wheelbase and Luton Box.
With our courier/logistics background we are uniquely positioned in the rental market. The Directors of We Do Rentals have a background in logistics as do over 75% of the team who work for us. Hence, we understand that certain customers require tailored solutions specific for their industry. With our expertise and knowledge of the market, we are able to offer our customers a great service. We currently provide vehicles to DX, Fedex, UKMail, CitySprint, City Link, Rico, Bybox and Parcelforce along with providing vehicles for major contractors such as NGC and Crown Couriers.
Employer
We Do Rentals Ltd
Address
Office 629
Block 600
Smethwick Enterprise Centre
Smethwick
B66 2AR
Training
Training provider
SOUTH & CITY COLLEGE BIRMINGHAM
Applications for this apprenticeship are being processed by South and City College Birmingham
Contact
Kam Sahota 0121 694 5066 kamaljit.sahota@sccb.ac.uk
College day will be 1 day a week based at South & City College Birmingham - Digbeth Campus. You will be studying:
- Customer Service Practitioner Level 2
Apprenticeship standard
Customer service practitioner
Level 2 (GCSE)
Before you apply
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