Customer Service Apprentice

Summary

You will effectively handle and manage incoming calls from our customers. You will update customer information on our database and will document all call information by following procedures. This post requires working in a fast-paced environment, managing several tasks at once, keeping all parties informed and working closely with stakeholders.

Annual wage

£16,000 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 practitioner (level 2)

Hours

During the week, shifts between; Monday to Thursday: 08:30 to 19:00. Friday: 08:30 to 17:30. Office is usually open on Saturdays from 09:00 to 13:30 (with rotational Saturdays - breaks to be confirmed).

36 hours a week

Possible start date

Tuesday 1 October

Duration

1 Year 6 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

For the full Apprenticeship, candidates will complete:

Level 2 Customer Service Practitioner Apprenticeship Standard.
Level 1 Functional Skills in English.
Level 1 Functional Skills in Maths.

Apprentices will also work towards and take the test for Level 2 English and Maths prior to taking the End Point Assessment.

For the End Point Assessment (EPA) apprentices will undertake a showcase (including an interview), a practical observation, and a professional discussion.

Upon successful completion of this Apprenticeship, apprentices will be able to join the Institute of Customer Service as an individual member at a professional level.

Apprentices must attend college sessions once a week (term-time) at the Ipswich Road campus, located near Norwich city centre.

Where you’ll work

Norwich Airport Contact Centre

Norwich

Norfolk

NR6 6BB

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

CITY COLLEGE NORWICH

Your training course

Customer service practitioner (level 2)

Equal to GCSE

Course contents

Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.

Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or

Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.

Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.

Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.

Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.

Demonstrate patience and calmness.

Show you understand the customer’s point of view.

Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.

Maintain informative communication during service recovery.

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 and Maths (grade 4/ C (L2 Functional Skills))

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
Team working
Accuracy
Good multi-tasking skills
High level of dedication
Able to work within deadlines
Flexibility for shift patterns

Other requirements

If a potential apprentice does not currently meet the entry requirements, they will need to attend additional Functional Skills English and Maths sessions alongside their apprenticeship. Sessions may be held on a different day. Applicants who are currently undertaking or sitting GCSEs should include their predicted grades on their application. If successful for this position, you will be offered a conditional place on the apprenticeship, subject to you meeting the entry requirements listed above. You will receive 33 days of paid annual holiday (including bank holidays). The office is closed between Christmas- New Year. You will receive a discount on company products and you will receive regular line management support with training opportunities.

About this company

First Home Improvements (England) Ltd traces its roots to the early 1970’s, when its original owners Debbage & Tubby started to develop the company’s existing manufacturing site in Lenwade, Norfolk. We offer exclusive and innovative products that are made to the highest possible standards using traditional hand crafted methods. “We are big enough to cope and small enough to care”. All of our uPVC units are sourced from quality assured suppliers. First Home Improvements (England) Ltd engages more than 650 industry professionals in various roles ranging from salesmen, designers and specialist craftsmen, through to skilled installation teams. All of our products come with a 10 year warranty. We specialise in Conservatories, Windows, Doors and Rooflines for residential installations (PVCu) for the general public, and have established a reputation for the enduring quality of our products and outstanding customer care. Quality is never an accident, it is always the result of high intention, sincere effort, intelligent direction and skilful execution; it represents the wise choice of many alternatives. We all have our own ideas of the perfect home and a place to live that has individuality. At First Home Improvements (England) Ltd we can help you achieve that perfection and turn your dream into a reality with the unique range of products we have to offer. Whether it is replacement Windows, Doors, Conservatory, Roofline or Garage Door, it is vital to select the right company.

https://www.firsthomeimprovements.co.uk/ (opens in new tab)

After this apprenticeship

A position may be available for the right candidate following the successful completion of the Apprenticeship. The business is looking for somebody who wants to develop and gain a position following their Apprenticeship.

Ask a question

The contact for this apprenticeship is:

CITY COLLEGE NORWICH

City College Norwich (Apprenticeships)

apprenticeships@ccn.ac.uk

01603773365

The reference code for this apprenticeship is VAC1000256103.

Apply now

Closes on Sunday 8 September

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

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