Apprentice Customer Services Co-Ordinator

Summary

We have an exciting opportunity to hire a new apprentice for our growing customer services team. As customer services co-ordinator you will see order through from concept to delivery. This is an apprenticeship role, so full training will be given, as well as full support through the BPIF apprenticeship scheme.

Annual wage

£13,312 a year

Minimum wage rates (opens in new tab)

The pay may be negotiated and may rise after a probation period has been successfully completed.

Training course

Customer service specialist (level 3)

Hours

Monday to Friday, 8 hour shifts to be confirmed.

40 hours a week

Possible start date

Monday 5 August

Duration

1 Year 6 Months

Positions available

1

Work

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

What you’ll do at work

Upon successful completion of the apprenticeship, the qualification obtained will be a Level 3 Customer Service Specialist.

The apprentice will be given sufficient time to undertake their "off-the-job" requirement of the apprenticeship during their working hours.

Throughout your time as an apprentice, you will be supported by both your employer and BPIF Training to achieve the knowledge, skills and behaviours of the apprenticeship through a structured training plan. You will be assigned a training coordinator who will work with you throughout your apprenticeship to ensure that you have the best training and support available. Most training and studying will be a combination of interactive, online group workshops supplemented by regular one-to-one meetings with your training coordinator.

Candidates without the required level of maths and English will be required to complete Functional Skills alongside the apprenticeship.

Where you’ll work

Unit 2A

Aston Way

Poole

BH12 4FE

Training

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation

BPIF TRAINING LIMITED

Your training course

Customer service specialist (level 3)

Equal to A level

Course contents

Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice

Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches

Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements

Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes

Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy

Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps

Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction

Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs

Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer

Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format

Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it

Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service

Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome

Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps

Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions

Service Improvement: Make recommendations based on your findings to enable improvement

Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

Your training plan

This training plan has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

Requirements

Desirable qualifications

GCSE or equivalent in:

Maths (grade 4)
English (grade 4)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Administrative skills
Attention to detail
Communication skills
Customer care skills
Initiative
IT skills
Organisation skills
Patience
Problem solving skills
Team working

About this company

Harkwell is a family run label and flexible packaging company based in Poole, Dorset. Harkwell Labels has Industry leading digital label printing and finishing technology and expertise to provide customers with a complete packaging solutions for their products for over 18 years.

After this apprenticeship

Potential permanent full time role upon successful completion of the apprenticeship.

Ask a question

The contact for this apprenticeship is: