Apprentice Customer Service Advisor

ABILITY OUTLET LIMITED

Sittingbourne, ME10 3DL

Closes in 11 days (Tuesday 30 July)

Posted on 19 June 2024


Summary

If you care about helping people this role will enable you to play a pivotal role in helping individuals with mobility needs. Help our customers by providing exceptional service, good advice and support. You will assist in customer viewings and demonstrations, guide customers in choosing the right mobility products, and offer after-sales support.

Annual wage
£12,480 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 - Friday: 9.00am - 5.30pm. Includes 20% paid time for training (1-hour unpaid lunch break).

37 hours a week

Possible start date

Thursday 8 August

Duration

1 Year 3 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

  • Customer Service Specialist Level 3 Apprenticeship Standard
  • On the job training with the employer whilst working towards the Apprenticeship Standard 
  • Regular work-based assessments/observations carried out by Kent Training & Apprenticeships Tutor Assessor, to determine competency and meet Awarding Body standards

Where you’ll work

4-5 The Forum

Sittingbourne

ME10 3DL

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

KENT COUNTY COUNCIL

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 9-4 (A*-C))
    • Maths (grade 9-4 (A*-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
    • Attention to detail
    • Customer care skills
    • Problem solving skills
    • Administrative skills
    • Team working
    • Initiative
    • Non judgemental
    • Patience
    • Ambitious
    • Commitment
    • Willingness to learn
    • Reliable
    • Positive attitude
    • Respectful

    Other requirements

    Interview - We will be interviewing candidates who meet the criteria as they apply and will recruit after a successful interview which may be before the closing date. Reality Check - You will be responsible for your travel expenses to and from your place of work. Therefore, you must have the means to get to your place of work daily whilst waiting for your first wages to be paid. Please note - The role will be based in our Sittingbourne store. Ability to be flexible to provide cover if needed between at least 1 other store would be a significant advantage.

    About this company

    Ability Plus are a customer focused company that supply, install and repair a large range of mobility products. They pride themselves on their customer service and ;product knowledge. The company has multiple stores across Kent, including Medway, Dartford, Herne Bay and Sittingbourne. The company offers good career progression and opportunities for the ambitious candidate.

    https://www.ability-plus.co.uk/ (opens in new tab)

    After this apprenticeship

    • Potential for full-time employment for the right candidate
    • Many employers retain apprentices in full/part-time positions
    • The qualifications you gain can also help you to get into higher education or other employment
    • Being an apprentice gives you the opportunity to gain a recognised qualification and develop professional skills whilst earning a salary, inside some of Kent’s best companies
    • Once the Apprenticeship has been achieved you will have the skills, abilities, and experience to update and enhance your CV, to make it attractive to potential employers

    Ask a question

    The contact for this apprenticeship is:

    KENT COUNTY COUNCIL

    Kent Training and Apprenticeships Business Support Team

    KT&A@kent.gov.uk

    0800 731 4297

    The reference code for this apprenticeship is VAC1000254244.

    Apply now

    Closes in 11 days (Tuesday 30 July)

    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.

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