Customer service representative apprentice

Summary

- Provide exceptional customer service by answering incoming calls and assisting customers with their inquiries or concerns - Analyse customer needs and provide appropriate solutions or recommendations - Upsell products or services to customers when applicable - Process orders, returns, and exchanges accurately and efficiently.

Annual wage: £15,405 a year
Minimum wage rates (opens in new tab)
Training course: Business administrator (level 3)
Hours: Monday – Thursday 8:30am-5pm Friday – 8:30am – 4:30pm 39.5 hours per week
39 hours a week
Possible start date: Sunday 29 September
Duration: 2 Years
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

- Provide exceptional customer service by answering incoming calls and assisting customers with their inquiries or concerns

- Analyse customer needs and provide appropriate solutions or recommendations

- Upsell products or services to customers when applicable

- Process orders, returns, and exchanges accurately and efficiently

- Maintain customer records and update information as needed

- Handle customer complaints or escalations with professionalism and empathy

- Collaborate with other departments to resolve customer issues or inquiries

- Follow company policies and procedures to ensure customer satisfaction

Where you’ll work

8 APOLLO COURT

KOPPERS WAY

MONKTON BUSINESS PARK SOUTH

HEBBURN

NE31 2ES

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

TDR TRAINING LIMITED

Your training course

Business administrator (level 3)

Equal to A level

Course contents

Skilled in the use of multiple IT packages and systems relevant to the organisation in order to: write letters or emails, create proposals, perform financial processes, record and analyse data. Examples include MS Office or equivalent packages. Able to choose the most appropriate IT solution to suit the business problem. Able to update and review databases, record information and produce data analysis where required.

Produces accurate records and documents including: emails, letters, files, payments, reports and proposals. Makes recommendations for improvements and present solutions to management. Drafts correspondence, writes reports and able to review others' work. Maintains records and files, handles confidential information in compliance with the organisation's procedures. Coaches others in the processes required to complete these tasks.

Exercises proactivity and good judgement. Makes effective decisions based on sound reasoning and is able to deal with challenges in a mature way. Seeks advice of more experienced team members when appropriate.

Builds and maintains positive relationships within their own team and across the organisation. Demonstrates ability to influence and challenge appropriately. Becomes a role model to peers and team members, developing coaching skills as they gain area knowledge.

Demonstrates good communication skills, whether face-to-face, on the telephone, in writing or on digital platforms. Uses the most appropriate channels to communicate effectively. Demonstrates agility and confidence in communications, carrying authority appropriately. Understands and applies social media solutions appropriately. Answers questions from inside and outside of the organisation, representing the organisation or department.

Completes tasks to a high standard. Demonstrates the necessary level of expertise required to complete tasks and applies themself to continuously improve their work. Is able to review processes autonomously and make suggestions for improvements. Shares administrative best-practice across the organisation e.g. coaches others to perform tasks correctly. Applies problem-solving skills to resolve challenging or complex complaints and is a key point of contact for addressing issues.

Takes responsibility for initiating and completing tasks, manages priorities and time in order to successfully meet deadlines. Positively manages the expectations of colleagues at all levels and sets a positive example for others in the workplace. Makes suggestions for improvements to working practice, showing understanding of implications beyond the immediate environment (e.g. impact on clients, suppliers, other parts of the organisation). Manages resources e.g. equipment or facilities. Organises meetings and events, takes minutes during meetings and creates action logs as appropriate. Takes responsibility for logistics e.g. travel and accommodation.

Uses relevant project management principles and tools to scope, plan, monitor and report. Plans required resources to successfully deliver projects. Undertakes and leads projects as and when required.

Your training plan

Level 3 in Business Administration
Full time employment upon completion of apprenticeship

Requirements

Essential qualifications

GCSE or equivalent in:

English (grade 4)
Maths (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

Communication skills
IT skills
Attention to detail
Organisation skills
Customer care skills
Administrative skills

About this company

ACT Group are the premier engineering solutions provider in the North of England, Scotland and Ireland. With dedicated divisions in tooling, lubrication, vending and digital, including independent experts in their field. ACT Group team has the commitment and momentum to go way beyond the simple provisions of supply to actually improve your business. ACT Group supports customers in Aerospace, Automotive, Rail, Construction, Chemicals, Defence, General Engineering, Manufacturing, Medical, Oil and Gas, Power Generation and renewables. Covering the North of the UK. Our customers, both OEM and subcontractors are driven, ambitious and growing. Our infrastructure is created with the demanding and discerning nature of this calibre of customer in mind. We are not just providing engineering solutions, we are increasing productivity and uptime, reducing waste and downtime and minimising bottlenecks.

https://www.my-act.co.uk/ (opens in new tab)

After this apprenticeship

Full time employment upon completion.

Ask a question

The contact for this apprenticeship is:

TDR TRAINING LIMITED

The reference code for this apprenticeship is VAC1000240527.

Apply now

Closes in 4 days (Friday 20 September)

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After signing in, you’ll apply for this apprenticeship on the company's website.

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