Customer Service Apprenticeship

MONKEY TREE HOSTING LTD

Kettering, NN15 6XW

Closes in 23 days (Monday 19 August at 11:59pm)

Posted on 24 April 2024

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Summary

A Level 3 Customer Service Apprentice is required. This is a fantastic opportunity for someone who has an enthusiasm and keen interest in starting a career within Customer Service. As part of your role you will be: call handling, utilising a CRM, creating customer accounts, raising tickets, and ensuring notes are taken.

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
8am – 4pm or 9am – 5pm or 10am – 6pm Monday to Friday (37.5 hours per week)

37 hours a week

Possible start date

Monday 2 September

Duration

1 Year 6 Months

Positions available

3

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
  • Remote training delivery
  • Onefile
  • VLE
  • 6 hours of dedicated training time every week.

Where you’ll work

Kitteon House

Kettering parkway

Kettering

NN15 6XW

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

STARTING OFF 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

    Essential qualifications

    GCSE or equivalent in:

    • English (grade 4/C)
    • Maths (grade 4/C)

    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
    • Presentation skills
    • Administrative skills
    • Number skills
    • Logical
    • Team working
    • Creative

    About this company

    The company specialise in hosting/cloud solutions, internet and telecommunication support, web hosting and internet connectivity. They have a large number of clients throughout the UK and provide an IT managed service for all of the above areas. They are now looking for an enthusiastic individual who has great communication and customer service skills to join their growing team in Kettering, Northants.

    After this apprenticeship

    • Possible fulltime permanent position upon completion of the apprenticeship.
    • Progression to a Level 4 qualification. 

    Ask a question

    The contact for this apprenticeship is:

    STARTING OFF LIMITED

    Lucy Harris

    lucy.harris@startingoff.co.uk

    The reference code for this apprenticeship is VAC1000246896.

    Apply now

    Closes in 23 days (Monday 19 August at 11:59pm)

    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.