Apprenticeship in Customer Service OnSite Support Ltd

As an apprentice you will be supporting our team with the day to day duties, challenges, and operation of delighting and engaging with our customers. As part of your position you will develop trusted relationships with accounts by meeting customer needs, ensuring a long term mutually beneficial relationship which will withstand competition.

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Closing date: 29 Sep 2023

Apprenticeship summary

  • Annual wage

    £16,000.00

    £16,000 - £18,000 depending on experience.

  • Working week

    Monday - Friday, 8.00am - 5.30pm (1 hour for lunch) (the working hours are based on the candidate being over 18)

    Total hours per week: 42.5

    (the hours are based on the candidate being over 18)

  • Expected duration

    14 Months

  • Possible start date

    09 Oct 2023

  • Date posted

    09 Aug 2023

  • Apprenticeship level

    Intermediate
    Level 2 (GCSE)

  • Reference number

    VAC1000188107

  • Positions

    1 available

What will the apprentice be doing?

Day to day you will be:

  • Being the 'first responder' to incoming calls, enquiries, and orders for accounts
  • Process all incoming orders in a timely and accurate manner ensuring a helpful, knowledgeable service is delivered
  • Ensure quotes are created and orders placed in a timely fashion
  • Assist the sales teams with account admin in support of sales activity
  • Work closely with Finance to ensure outstanding queries are dealt with on all accounts within 48-hour service level agreement
  • Update customers and Key Account Managers on operational and order status where issues arise ensuring all necessary key stakeholders are kept informed of issues
  • Ensure all systems are accurate and up to date with all information relating to orders, including delivery address and contact details
  • Drive customers online to help with their efficiencies of order processing
  • Resolve customer queries as soon as they are raised, liaising with other departments to ensure a swift resolution, escalating when appropriate

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

Customer Service Level 2 Apprenticeship Standard:

Full details:

https://www.instituteforapprenticeships.org/apprenticeship-standards/customer-service-practitioner-v1-1

The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. Your core responsibility will be to provide a high quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer’s own locality.  

These may be one-off or routine contacts and include dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction.

You may be the first point of contact and work in any sector or organisation type.

Your actions will influence the customer experience and their satisfaction with your organisation.

You will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers.

You provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements.

Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.

What is the expected career progression after this apprenticeship?

  • There is the opportunity of a full time job once the apprenticeship has been completed successfully
     

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, Initiative, Patience

Qualifications

GCSE or equivalent Maths and English (Grade Grade C/4 and above) Essential

About the employer

For over 45 years, OnSite Support has delivered safety, welfare and site equipment for the construction industry by putting people first. We do this by listening to our client’s needs and establishing a solution that’s unique to them.

Employer

OnSite Support Ltd

Address

STEPHENSON WAY

CRAWLEY

RH10 1TN

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Training

Training provider

CHICHESTER COLLEGE GROUP

Contact

Apprenticeship Team

apprenticeship.team@gbmc.ac.uk

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

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