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Customer Service Apprentice World Trade Options

World Trade Options are looking for a customer service apprentice to join their team to assist with the efficient and professional operational running of the business.

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Closing date: 22 Aug 2022

Apprenticeship summary

  • Annual wage

    £9,379.50

    Wage will go up to £5.81 and will progressively move up.

    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

    Monday - Friday 9am - 5pm

    Total hours per week: 37.5

  • Expected duration

    15 Months

  • Possible start date

    23 Aug 2022

  • Date posted

    25 Jul 2022

  • Apprenticeship level

    Intermediate
    Level 2 (GCSE)

  • Reference number

    VAC1000069237

  • Positions

    1 available

What will the apprentice be doing?

Main duties will include:

  • Ensuring Outbound Phone Calls are made at key call times throughout the day.

  • Ensure all phone calls and emails are answered promptly throughout the working day

  • Assist with all customer enquiries, escalating to management where necessary

  • Handle any customer issues and complaints. Escalating to management where necessary

  • Input all quotes and bookings on the company’s Online Portal Management system as comprehensively as possible including addresses, contacts and load details and ensuring any missing information is requested accordingly

  • Ensure all customer costs are correct in each consignment, matching costs quoted to the customer

  • Ensure collection, delivery and customer contact numbers are present for all consignments, including customer contacts for jobs going out of normal working hours (09:00 – 17:00)

  • Liaise with customers and suppliers regarding any loading or unloading issues to avoid unnecessary delays and additional charges

  • Always backup any verbal conversations with customer via email including additional charges

  • Follow up on all quotes, recording feedback in the internal quotation notes tagging the quote accordingly

  • Provide thorough handovers to colleagues when on holiday or extended break

  • Utilise every opportunity to communicate with customers via telephone to maintain and develop relationships

  • Conduct weekly client care calls assigned by Operations Manager to develop strong relationships and encourage greater spend.

  • Reporting all contacts in the notes section of the customer

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

  • Level 2 Customer Service Practitioner
  • End Point Assessment (EPA)

What is the expected career progression after this apprenticeship?

  • There is a future for the right candidate within this company

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Organisation skills, Problem solving skills, Logical, Team working, Initiative

Qualifications

GCSE or equivalent Maths and English (Grade A*-C/4 and above) Desired

Things to consider

Accountabilities: - Up to date and regular client contact - Quote conversions and follow-ups - Consignment quality KPI’s: - Consignment Audit Pass Rate - Quote Conversion Rate - Call response time - Email response time - Client care calls - Depot revenue - Depot profit

About the employer

World Options provide a growing number of businesses with a one-stop logistics solution for domestic, international and freight shipments. Through our industry leading portal, we supply access to the world’s leading carriers, such as UPS, DHL, FedEx, TNT and DPD. This allows users to choose carriers based on price, speed of transit or availability.

Employer

World Trade Options

Address

Clockwise Office

Old Edward Pavillion

Albert Dock

L3 4AF

Contact

Emily Coppack

emily@assettraining.co.uk

07903 612947

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Training

Training provider

ASSET TRAINING & CONSULTANCY LIMITED

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)


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