Customer Service Apprentice - Quickline ASSET TRAINING & CONSULTANCY LTD

The purpose of this role is support the Operations team with day to day tasks including answering calls, arranging jobs and emailing. You will handle any customer issues and complaints, escalating to senior management where necessary.

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Closing date: 15 Oct 2023

Apprenticeship summary

  • Annual wage

    £10,296.00

    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, 9.00am - 5.00pm

    Total hours per week: 37.5

  • Expected duration

    15 Months

  • Possible start date

    16 Oct 2023

  • Date posted

    31 Aug 2023

  • Apprenticeship level

    Advanced
    Level 3 (A level)

  • Reference number

    VAC1000195369

  • Positions

    1 available

What will the apprentice be doing?

  • Receive morning handover from transport team.
  • Undivert all mailboxes from transport@ email address.
  • Ensure all phone calls and emails are answered promptly throughout the working day.
  • Assist with all customer enquiries, escalating to senior management where necessary.
  • Input all bookings and quotes onto the system as comprehensively as possible including addresses, contacts and load details, ensuring any missing information is requested accordingly
  • Action any quotes or bookings made by customers through the online portal
  • Record all ad-hoc consignment activity, in the internal notes section of each booking
  • Monitor driver progress throughout the consignment, ensuring they are on site within the requested time frame and delivering directly unless otherwise agreed
  • Monitor on-site times for both collection and delivery to avoid any issues and potential additional waiting time charges
  • Action any jobs highlighted in red, obtaining an update, recording the contact in the internal notes and relaying update to customer.
  • Ensure all customer costs are correct in each consignment, matching costs quoted to the customer
  • Liaise with Transport Department to ensure new bookings are promptly covered
  • Ensure collection, delivery and customer contact numbers are present for all consignments, including customer contacts for jobs going out of normal working hours (08:00 – 18:00)
  • 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

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

  • Level 3 Customer Service Specialist Apprenticeship Standard
  • Level 2 Functional Skills in maths and English if needed
  • Monthly sessions with tutor - no college days - 20% off the job training

What is the expected career progression after this apprenticeship?

  • Permanent position with employer

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Problem solving skills, Presentation skills, Administrative skills, Analytical skills, Logical, Team working, Initiative, Non judgemental, Patience

Qualifications

GCSE or equivalent Maths (Grade C/4) Desired

About the employer

Asset training provide apprenticeships to businesses in customer service

Employer

ASSET TRAINING & CONSULTANCY LTD

Address

23 Goodlass Road

Liverpool

L24 9HJ

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Training

Training provider

ASSET TRAINING & CONSULTANCY LIMITED

Contact

Ella Hudson

ella@assettraining.co.uk

07944203292

Apprenticeship standard

Customer service specialist

Level 3 (A level)

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