Customer Service Apprentice Worcester Bosch

An exciting opportunity to join our company that is experiencing significant growth with offices in Worcester. This is a chance to become part of a dynamic and expanding team with multiple opportunities for progression within the company beyond the initial apprenticeship.

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Closing date: 03 Apr 2023

Apprenticeship summary

  • Annual wage

    £18,000.00

  • Working week

    8.00am - 5.00pm Monday, Tuesday, Wednesday, Thursday and 8.00am - 4.00pm Friday, including 1 hour lunch break unpaid.

    Total hours per week: 39

  • Expected duration

    16 Months

  • Possible start date

    07 Aug 2023

  • Date posted

    22 Feb 2023

  • Apprenticeship level

    Intermediate
    Level 2 (GCSE)

  • Reference number

    VAC1000135343

  • Positions

    5 available

What will the apprentice be doing?

To effectively achieve the following core responsibilities of the Contact Centre:

  • To have contact with internal and external customers
  • Booking appointments for maintenance and repairs
  • Remote troubleshooting, utilising problem-solving skills and persuasive communication
  • Capturing, maintaining, and ensuring the quality of customer data is met by adhering to GDPR
  • Handling all relevant customer interactions, through phone, email, social media and live chat
  • Advising customers on the best services available, whilst showing empathy and compassion
  • Resolving customer queries and complaints
  • To provide ‘World Class’ Customer Service
  • To work in line with our company vision “Warming lives, protecting our future"
  • Be a Brand Ambassador

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

Formal training is delivered at HWGTA, located in Worcester (WR4 9GN).

You will receive a training plan that is specific to your qualification, with sessions that are delivered through a combination of face-to-face and remote.

Additional training for functional skills in English and Maths will be undertaken if needed.

You will receive monthly visits from your assigned Learning and Development Specialist, who will set you work, monitor your development and well-being, and discuss training sessions. They will also prepare you for your End Point Assessment to gain your Level 2 Customer Service qualification.

There is also a five-day teambuilding residential trip that is held in the spring of each year.

What is the expected career progression after this apprenticeship?

With new technologies, such as renewable energy, within the heating sector developing, now is an exciting time to join our team! Within an ever-changing, progressing environment, you will obtain lifelong skills and competencies, which will be supported and developed. Roles within our business following an apprenticeship could be, a Customer Service Advisor, progressing to a Team Leader, or another area within our Aftersales team. Worcester Bosch have many progression opportunities and you will be supported and guided throughout your career with us.  

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Problem solving skills, Team working, Initiative, Written skills, Numeric skills, Forward thinking, Ability to work under pressure, Flexibility, Punctuality, Excellent attendance, Customer orientated, Reliable, Dedicated, Self motivated

Qualifications

GCSE or equivalent English (Grade 9-4/A*-C) Essential
GCSE or equivalent Maths (Grade 9-4/A*-C) Essential

Things to consider

We reserve the right to close this vacancy at any time, hence we encourage candidates to submit their applications as soon as possible.

About the employer

Formed in 1962 in Worcester. Worcester, Bosch Group has had many transformations during its history, growing from a small engineering works to the market leader in boilers in the UK that it is today. In 1992 Worcester heat systems joined the Bosch Group to become an important element of Europe's premier domestic heating equipment company. https://www.worcester-bosch.co.uk/about/history

Employer

Worcester Bosch

Address

Cotswold Way

Warndon

Worcester

WR4 9SW

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Training

Training provider

HEREFORDSHIRE AND WORCESTERSHIRE GROUP TRAINING ASSOCIATION LIMITED

Contact

Charlotte Anderson Ilic

Charlotte.AndersonIlic@hwgta.org

01905 330721

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

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