Customer Service Management Apprenticeship

ENTERPRISE RENT-A-CAR UK LIMITED

Aldershot, GU11 1EJ

Closes on Saturday 31 August

Posted on 19 April 2024

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Contents

Summary

We are seeking 5 apprentices to join our Customer Service Team this September 2024! Join us here at Enterprise as a Customer Service Management Apprentice and you'll not only gain a qualification but start building a successful career in management.

Annual wage
£17,850 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
4 Days per week 8.00am - 5.00pm, 1 Day per week at college, days to be confirmed.

40 hours a week

Possible start date

Monday 9 September

Duration

1 Year 3 Months

Positions available

5

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

  • Customer Service Specialist Level 3 Apprenticeship qualification - a 15 month course, with weekly taught sessions delivered at Farnborough College of Technology, regular 1:1 support from industry expert Trainers

Where you’ll work

Victoria House

Victoria Road

Aldershot

GU11 1EJ

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

FARNBOROUGH COLLEGE OF TECHNOLOGY

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

    Essential qualifications

    GCSE or equivalent in:

    • English & Maths (grade C/4 and 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
    • Attention to detail
    • Organisation skills
    • Customer care skills
    • Problem solving skills
    • Administrative skills
    • Analytical skills
    • Logical
    • Team working
    • Initiative
    • Enthusiastic, willing to learn

    Other requirements

    - A customer first mentality with great communication skills both verbally and written - A Levels or equivalent would be advantageous - Must be able to commute to our Aldershot office and the Farnborough College of Technology.

    About this company

    Enterprise Mobility is a family-owned, world-class portfolio of brands. We operate a global network that covers nearly 100 countries, nearly 80,000 dedicated team members, and nearly 1.7 million vehicles taking customers wherever they need to go. In any way you want to think about it, we lead the transportation service industry. How did we get here? The fact is, we owe our success to each and every one of our people. That's why we empower everyone on our team with opportunities for growth. Our mission, along with our uncompromising commitment to customers, has made Enterprise a genuine success story and a truly special place to work. For more information, check out Vanessa's Story (https://careersblog.enterprise.co.uk/to-uni-or-not-to-uni-the-apprenticeship-that-made-up-my-mind/?pk_vid=f0bc8ecce6278f0617135380807e9c44) and lots of other great stories on our website to see why apprenticeships with Enterprise are the place to be!

    https://careers.enterprise.co.uk/job/england/customer-service-management-apprenticeship/24824/640613 (opens in new tab)

    Disability Confident

    Disability Confident

    A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.

    You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.

    After this apprenticeship

    Following completion of the Customer Service Specialist Level 3 qualification, it is expected that apprentices will progress to Level 3 Supervisory and Level 5 Management apprenticeships. This will provide a solid foundation for a future career in management.

    Ask a question

    The contact for this apprenticeship is:

    FARNBOROUGH COLLEGE OF TECHNOLOGY

    Business Services

    business@farn-ct.ac.uk

    The reference code for this apprenticeship is VAC1000246133.

    Apply now

    Closes on Saturday 31 August

    When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.