Customer Experience Specialist Apprentice - Service Advisor

Mercedes-Benz of Winchester

Winchester, SO23 7RR

Closes on Friday 30 August

Posted on 4 June 2024


Summary

As a Customer Experience Specialist Service Advisor Apprentice apprentice, you will develop first-class customer service skills including understanding customer needs and business needs, critically evaluating customer service levels and implementing changes to improve the customer journey and using appropriate resources and technology.

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
Days and shifts to be confirmed.

40 hours a week

Possible start date

Monday 2 September

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

  • Working towards a level 3 apprenticeship as a Customer Experience Specialist Service Advisor qualification, you will learn the key principles, practices and skills that underpin the role before further developing and applying your skills in more complex situations.
  • Training is delivered at the state of the art Mercedes-Benz Apprentice Academy in Milton Keynes, via a block release programme.
  • Functional Skills in English and maths if required.

Where you’ll work

Mercedes-Benz of Winchester

Junction 9, M3,

Easton Ln

Winchester

SO23 7RR

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

MERCEDES-BENZ CARS UK 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

    Desirable 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
    • Problem solving skills
    • Administrative skills
    • Number skills
    • Analytical skills
    • Logical
    • Team working
    • Initiative
    • Patience

    About this company

    Mercedes-Benz is a globally recognised company whose range includes some of the most valuable brands in the automotive industry.

    After this apprenticeship

    Completing an apprenticeship is just the start of your career at Mercedes-Benz. Examples of some career paths our graduates have taken are:

    • Customer Support Executive
    • Front of House – Brand Representative
    • Customer Service expert leading to after sales, service advisor or parts advisor

    Ask a question

    The contact for this apprenticeship is:

    MERCEDES-BENZ CARS UK LIMITED

    apprentice_recruitment@mercedes-benz.com

    01908301496

    The reference code for this apprenticeship is VAC1000255541.

    Apply now

    Closes on Friday 30 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.

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