Customer Service Specialist Apprentice Level 3

Summary

Includes working closely with our Senior Management in coordination with our Customer Service Coordinator handling customer enquiries, directly managing and developing client service level agreements and coordinating with our engineering division, manufacturers and distributors to ensure the highest levels of service are provided to our customers.

Annual wage

£11,830 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, 9.00am - 5.00pm, with 1 hour lunch break.

35 hours a week

Possible start date

Thursday 1 August

Duration

1 Year 9 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

The successful Candidate will work towards a Level 3 qualification in Customer service.
Organisations will set their own entry criteria and are more likely to select individuals with more advanced inter- personal skills, experience of working with customers in some capacity.
You must achieve level 2 English and maths prior to taking the end point assessment.

Where you’ll work

ROCHE AUDIO VISUAL

AINLEYS INDUSTRIAL ESTATE

ELLAND

WEST YORKSHIRE

HX5 9JP

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

CALDERDALE COLLEGE

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 & English (grade 4/C or Above)

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
Polite and professional
experience with Excel & Adobe

About this company

Established in 1973, Roche Audio Visual, have become one of the UKs leading specialists in the design, supply, integration and support of audio visual, innovative and evolving technologies to the public sector.

After this apprenticeship

Opportunity for permanent employment at Roche working within many areas such as customer service, internal sales, external account management, support services, technical support, and engineering.
Long term opportunity for a management position.

Ask a question

The contact for this apprenticeship is:

CALDERDALE COLLEGE

Madeline Oxby

Madeline.Oxby@calderdale.ac.uk

07974 587441

The reference code for this apprenticeship is VAC1000241591.

Apply now

Closes in 4 days (Wednesday 31 July)

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

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