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Customer Service Apprentice MEDEQUIP ASSISTIVE TECHNOLOGY LIMITED

Delivery, installation, servicing community care equipment.

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Closing date: 12 Aug 2022

Apprenticeship summary

  • Annual wage

    £9,750.00

  • Working week

    Monday - Friday. Hours to be decided. 30 Mins Lunch break.

    Total hours per week: 37.5

  • Expected duration

    12 Months

  • Possible start date

    01 Sep 2022

  • Date posted

    21 Jul 2022

  • Apprenticeship level

    Intermediate
    Level 2 (GCSE)

  • Reference number

    VAC1000068485

  • Positions

    1 available

What will the apprentice be doing?

Being the first point of contact for service users, their family and health providers, serve to ensure that the right product, in the right condition is delivered and installed to the client in an appropriate and caring manner within the specified time frame to the agreed specification and to the agreed performance, qualitative and financial targets. Enhancing customer experience by use of diplomacy and tact in difficult situations

The Role:

  • Managing inbound and outbound calls, leasing with service users, their families and prescribers – within Medequip agreed KPIs
  • Booking all delivery rounds in advance for Technicians and Service Engineers, utilising the software appropriately
  • Ensuring all client and delivery details are correct and up to date, adding notes to the system where necessary
  • Ensuring emergency jobs are actioned within the agreed KPI by relaying the requirements to the technicians and warehouse
  • Ensuring all steps are taken to contact the client, and leasing with the prescriber, putting order on review, when contact is not achieved.
  • Answering emails and complaints within Medequip agreed timeframes
  • Liaising between health professional and service users
  • Ensure Technician’s mix of work is acceptable, assessing the workload
  • Managing reception and facilitating retail sales

What training will the apprentice take and what qualification will the apprentice get at the end?

Customer Service Practitioner – Level 2.

 

Knowledge:

  • Knowing your customers
  • Understanding the organisation
  • Meeting regulations and legislation
  • Systems and resources
  • Your role and responsibility
  • Customer experience
  • Product and service knowledge

Skills:

  • Interpersonal skills
  • Communication
  • Influencing skills
  • Personal organisation
  • Dealing with customer conflict and challenge

Behaviours/Attitude:

  • Develop self
  • Being open to feedback
  • Team working
  • Equality – treating all customers as individuals
  • Presentation – dress code and professional language
  • Right first time

What is the expected career progression after this apprenticeship?

Opportunities to progress to the role of Customer Service Coordinator.


Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Literacy Skills, Willing to learn, Polite Manner

Qualifications

GCSE or equivalent English (Grade D/3 or above) Essential
GCSE or equivalent Mathematics (Grade D/3 or above) Essential

Things to consider

• Up to 33 days holiday (including bank holidays) • Pension scheme • Healthcare scheme • Life assurance • Cycle to work scheme • Care First employee assistance programme including free counselling • Discount arrangements • Free uniform • Opportunities for career progression

About the employer

The depot is based in Alfreton and employs 55 people.

Employer

MEDEQUIP ASSISTIVE TECHNOLOGY LIMITED

Address

Unit 3

Wimsey Way

Alfreton Trading Estate

DE55 4LS

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Training

Training provider

DCG

Contact

Niall Cade

niall.cade@derby-college.ac.uk

01332387420

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)


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