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Apprentice Customer Care Administrator Level 2 UK HAIRDRESSERS 2019 LIMITED

Providing timely help and advice to guests chasing deliveries, refunds and liaising with the Warehouse. Minimising the cost and impact of any complaint received while protecting the reputation of Aldo UK.

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Closing date: 17 Feb 2023

Apprenticeship summary

  • Annual wage

    £9,379.50

    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 30 Minute lunch break

    Total hours per week: 37.5

  • Expected duration

    12 Months

  • Possible start date

    19 Feb 2023

  • Date posted

    11 Aug 2022

  • Apprenticeship level

    Intermediate
    Level 2 (GCSE)

  • Reference number

    VAC1000076078

  • Positions

    1 available

What will the apprentice be doing?

  • Communicating courteously with guests by telephone, email and letter
  • Provide support to the warehouse in handling complaints and ensuring they resolve them appropriately
  • Investigating and solving guests' problems received at UK Guest
  • Care for both ALDO and UK Hairdressers 2019 Ltd
  • Issuing refunds to customers / investigating complaints using
  • Royal Mail & DPD platforms
  • Write emails to update customers on order tracking and dispute resolution
  • Keeping accurate records of communication with guests maintaining database
  • Analysing statistics or other data to determine the level of complaints received by Guest Care, feeding back repeat or recurring issues to Operations Executive, Ecommerce Managers and General Managers
  • Developing and maintaining customer service procedures, policies and standards for all concepts within Aldo and UK
  • Hairdressers brands
  • liaising with other departments to discuss possible improvements to guest care as a result of issues raised in complaints
  • Gaining a clear understanding of the different services provided by all concepts and keeping up to date with changes
  • Provide reports on outstanding complaints
  • Dealing with general enquiries from the websites as appropriate
  • Accounting for and Escalating compensation payments and/or vouchers offered to guests via Operations Co-Ordinator
  • Responsibility for escalating insurance claims and queries, passing on required information to Operations Executive and liaising with them regarding information required within specified time frames
  • Keeping accurate information on current claims and their status, communicating information to the relevant people

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

  • Customer Service L2
  • Functional Skills maths L2 if required
  • Functional Skills English L2 if required
  • OTJT Min 20%
  • EPA

What is the expected career progression after this apprenticeship?

On successful completion of apprenticeship there is the possibility for consideration against any suitable positions that may be available at that time.

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Problem solving skills, Administrative skills, Team working

Qualifications

GCSE or equivalent Maths & English (Grade GCSE - grades 9, 8, 7, 6, 5, 4) Essential

Things to consider

On successful completion of apprenticeship there is the possibility for consideration against any suitable positions that may be available at that time.

About the employer

UK Hairdressers is the owner and operator of the Regis and Supercuts salon brands, renowned on the UK high street with over 130 salons combined plus each with a successful ecommerce platform as well. Acquired in 2019 by Birmingham based Bushell Investment Group, UK Hairdressers is one of the largest employers in the hair and beauty industry with over 1,000 employees.

Employer

UK HAIRDRESSERS 2019 LIMITED

Address

Guardian Warehouse

Noose Lane

Wolverhampton

WV13 3AU

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Training

Training provider

STAFF SELECT LTD

Contact

Laura Pountney

laura.pountney@novatraining.co.uk

07534486764

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

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