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Customer Services Apprentice CITYSPRINT (UK) LIMITED

A successful Customer Services Apprentice will ensure our customers get the best experience when dealing with us, we need our Customer Services Apprentice(s) to be compassionate and able to empathise with our (and if all goes to plan, YOUR) customer(s), whilst managing their expectations and resolving any issues they face.

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 15 Dec 2022

Apprenticeship summary

  • Annual wage

    £12,675.00

  • Working week

    Monday - Friday 9.00am - 5.30pm

    Total hours per week: 37.5

  • Expected duration

    13 Months

  • Possible start date

    20 Dec 2022

  • Date posted

    24 Oct 2022

  • Apprenticeship level

    Intermediate
    Level 2 (GCSE)

  • Reference number

    VAC1000100535

  • Positions

    1 available

What will the apprentice be doing?

Business Acumen:

  • Always manage all direct communications relating to designated driver workload courteously and efficiently in line with Network Utilisation rules
  • Proactively manages and resolves direct customer, courier, and control queries by effectively communicating with other department
  • A good understanding of what good customer service looks like
  • Ensures all in-house systems are updated accurately and in a timely manner program CityTrak and X-Despatch 3
  • Learn our internal policies and procedures, including any complaints processes and customer policies that are relevant to the role
  • Learn CitySprint’s systems, equipment and technology to meet the needs of your customers

Communication and Influencing:

  • Excellent verbal and written communication
  • Pleasant and friendly telephone manner at all times with both internal and external customers
  • Excellent organisational and prioritisation skills and be able to work effectively in a fast-paced environment
  • The ability to act on your own initiative without constant supervision
  • Excellent punctuality and attendance

Resource Management:

  • Ensures all paperwork and systems are maintained efficiently and accurately and in line with business requirements
  • Supports site housekeeping in line with Health and Safety requirements
  • Proactively supports site housekeeping in line with Health and Safety requirements
  • Understand business patterns and proactively contributes to planning for success in peak periods

Innovation and Change:

  • Work well as part of a team, be open-minded towards the ideas and views of others, contribute to and welcome feedback, support in building team spirit, enable others to succeed
  • Tackle issues quickly and effectively
  • Treat people with respect under all circumstances
  • Able to communicate professionally and clearly to clients and suppliers
  • Develop a solid understanding of who CitySprint’s customers are
  • Become knowledgeable in all the services we can offer
  • Understand the different needs and priorities of your customers and the best way to manage their expectations, recognising and knowing how to adapt style to be highly effective
  • Understand CitySprint’s values and how they link to our service culture

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

Apprenticeship Programme: Customer Service Practitioner
Level: 2
Duration: 13 months
Course Type: Apprenticeship Standard

Apprenticeship Delivery: Work based qualification. A tutor will visit you every 4-6 weeks in your workplace.

Units Covered:

The Apprenticeship programme is made up of different units. Apprentices will be assessed on their knowledge, skills and behaviours throughout the apprenticeship and tracked online using an e-portfolio.

These are grouped into 2 themes which complement each other:

  • Customer Service Foundations
  • Customer Service Delivery and Personal Effectiveness

Assessment:

  • After each theme is complete, a Mock End Point Assessment is carried out to ensure apprentices are prepared for the End Point Assessment at the end of the programme.
  • After a minimum of 372 days and successful delivery of the programme, the end point assessment will take place. The end-point assessment is a synoptic assessment of the skills, behaviours and knowledge that have been developed throughout the apprenticeship
  • End-Point Assessments will involve an independent assessor carrying out final assessments with the apprentice, to ensure that the competences and learning within the ‘Apprenticeship Standard’ have been met
  • Apprentices can achieve a pass, merit or distinction dependent on how well they perform in their End-Point Assessment

Functional Skills:

Apprentices also work towards a Level 2 qualification in English and maths in the first half of the programme if they have no prior exemption (GCSE’s A - C / 4 - 9 or equivalents in English and Maths).

What is the expected career progression after this apprenticeship?

Once the apprenticeship has been completed with City Sprint then there may be an opportunity to stay with the business or apply for other vacancies.

Requirements and prospects

Desired skills and personal qualities

Communication skills, Attention to detail, Customer care skills, Team working, Initiative

Qualifications

GCSE or equivalent English (Grade A - E / 3 - 9*) Essential
GCSE or equivalent Maths (Grade A - E / 3 - 9*) Essential

Things to consider

Company benefits Health and Wellness (access after 3 months service) The aim of our health and wellness programme is to promote wellbeing of body, mind, and spirit. We offer employees Level 1 cover with Medicash and employees can increase the level of cover. The scheme includes: Complementary / Alternative Therapies Chiropody Health Screening Prescriptions Dental Employee Assistance Programme Personal Accident Cover Free Wellbeing Classes – 100+ free live and on demand courses including exercise, personal development, nutrition, parenting and more. VDU Scheme As part of our Health and Wellness programme we encourage employees to have regular eyesight tests which CitySprint will reimburse. If glasses are required for VDU use, CitySprint will contribute towards the glasses prescribed. This allowance is available per annum through Medicash. Everyone gets their birthday off! All colleagues can celebrate their birthday in style by having the day off work For anyone who is due to commence maternity leave on or after 1 April 2022, we are introducing enhanced company maternity pay. The Circle Line To support Circle Lines 1:1 online session with a chosen therapist they also offer colleagues these additional services CitySprint Values We have Accountability We take responsibility to deliver. We own what we do. We are conscientious, proactive and decisive. We’re a leader regardless of our title. We focus on getting the right answers – Not the easy ones We have Reliability We are dependable. We’re consistent, accurate and trustworthy. We take responsibility for what we do and deliver on time every time. We demonstrate integrity, honesty and commitment. We are there when people need us. We have Empathy We understand the feelings of others. We can walk a mile in someone else’s shoes. We understand what is important to others and we’re ready to work together to achieve common goals. We are compassionate, considerate and appreciative. We have Ambition We never stop progressing and shaping the delivery service of tomorrow. We have our eyes fixed in the horizon. We set challenging goals and we smash them. We believe in ourselves and those around us – we know we can do this.

About the employer

UK’s leading same day delivery service and offers delivery and logistic solutions across the UK.

Employer

CITYSPRINT (UK) LIMITED

Address

unit 3 Bricklayers Arms Mandela Way London

United Kingdom

SE1 5SR

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Training

Training provider

HAWK MANAGEMENT (UK) LIMITED

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

Employer's Application Instructions

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 15 Dec 2022