Apprentice Customer Service Advisor ScS - Sunderland Head Office

As a Customer Service Advisor, from day one, you'll be working in a friendly, diverse and inclusive environment, speaking to customers over the phone, listening to their queries, including complaints and providing a friendly resolution to any problems they may have, with opportunities to advance your career and a range of great benefits. So, if you've got a knack for helping others and are looking for a more rewarding, engaging, and meaningful workplace experience, then you're our kind of candidate!

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

Apply now

Closing date: 09 Jan 2024

Apprenticeship summary

  • Annual wage

    £12,012.00

  • Working week

    37.5 hours per week Monday-Friday 9-5 with 1 hour lunch and 2 x 10 minutes breaks.

    Total hours per week: 37.50

  • Expected duration

    15 Months

  • Possible start date

    16 Jan 2024

  • Date posted

    12 Oct 2023

  • Apprenticeship level

    Intermediate
    Level 2 (GCSE)

  • Reference number

    VAC1000205285

  • Positions

    6 available

What you will do in your working day

This is a rare and exciting opportunity to join our vibrant, fast paced Customer Experience team, as an Apprentice Customer Service Advisor. As an apprentice Customer Service Advisor, you will be responsible for dealing with customer queries on all aspects of the customer journey, from where is my order? To aftercare queries once the furniture or flooring has been delivered.

What does the role involve?

- Speaking to customers over the phone, listening to their queries, including complaints and providing a friendly resolution to any problems they may have

- Answering high volume of communication within a busy environment, putting the customer at the heart of everything you do

- Diagnosing product issues and completing any follow up actions required

- Demonstrating a passion for providing first class customer service

- Dealing with customers in a calm and professional manner

Who are we looking for?

We're looking for someone who has good communication skills and can make our customers feel comfortable knowing that you'll do everything you can to help resolve their query.

- Willingness to learn

- Good communication skills

- A team player

- IT literate

- Good written and verbal communication skills

- Ability to balance studying and work to ensure you can complete an apprenticeship whilst adding value to the team

- A good listener - the ability to listen to not only what our customers say but also what they don't say

- A real people person - the ability to build strong relationships with our customers and colleagues

- Strong work ethic, resilient, self-starter and a can do attitude

What does your apprenticeship include?

- A mixture of face to face and skype/phone catch ups every 4 - 6 weeks to discuss feedback and progress

- A mixture of on and off the job training, including workshops and webinars

- Reviews every 12 weeks with your Line Manager and apprenticeship Trainer

The training you will be getting

  • A Level 2 Customer Service Practitioner Qualification once you have completed the 15 month programme
  • The chance to get Functional Skills in English and maths (if you don't already have GCSE)

What to expect at the end of your apprenticeship

  • Ongoing Support and training following the end of your apprenticeship

Requirements and prospects

Desired skills and personal qualities

Team Working, Organisation Skills

Qualifications

Other None required (Grade None required) Desired

About the employer

Since launching as 'Suite Centre Sunderland' in 1894 as a family-owned general home furnishing store, ScS has grown to be one of the UK's leading and best-loved sofa and flooring specialists. Today, we have nearly 2000 colleagues, 98 retail stores and nine distribution centres across the UK, plus our Digital Lounge in Coventry and our Head Office in Sunderland.

Employer

ScS - Sunderland Head Office

Address

For Living

SR1 1HA

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Training

Training provider

LIFETIME TRAINING GROUP LIMITED

Adjustments for experience

You could reduce your training time, or finish your apprenticeship faster, if you have relevant prior learning or experience. This could be relevant:

  • training
  • qualifications, like an NVQ in a relevant field
  • industry or sector experience

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

Demonstrating experience

If your application is successful, you will have a chance to discuss your relevant prior learning or experience with your training provider and employer. You will all need to agree any adjustments to your training plan.

You should be prepared to show your competence, and evidence of relevant qualifications

Employer's Application Instructions

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

Apply now

Closing date: 09 Jan 2024