Customer Service Administration Apprentice

Summary

You will work on our Service Reception and be part of the Workshop team. You will gain valuable work experience and study for a Level 3 Customer Service Specialist qualification at the Mercedes-Benz Apprentice Academy. The role includes contacting customers and supporting the Service Advisors with day-to-day tasks.

Annual wage

£17,440.80 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

You will work 39 hours per week (including study time), Monday to Friday. A normal working day is 8.30am - 5.00pm.

39 hours a week

Possible start date

Thursday 1 August

Duration

2 Years

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

The training will take place on block release at the Mercedes-Benz Apprentice Academy in Milton Keynes.

You will study towards a level 3 Customer Service Specialist qualification.

Where you’ll work

Ashcroft Way

Cross Point Business Park

Coventry

West Midlands

CV2 2TU

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

Essential qualifications

GCSE or equivalent in:

English (grade 5/C)
Maths (grade 5/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
Administrative skills
Team working
Initiative

About this company

Daimler Buses UK LTD is part of Daimler Truck. We are one of the world's largest commercial vehicle manufacturers, with over 40 production sites around the globe and more than 100,000 employees. Home to four bus and coach brands, Daimler Buses UK LTD is responsible for the sale of Mercedes-Benz and Setra vehicles backed by our service brand, OMNIplus and our used vehicle sales brand known as BusStore.

http://evobus.com/en-gb (opens in new tab)

After this apprenticeship

Following completion of the qualification you will have the opportunity to enter a 1 year improver year, during which time you will continue to expand your experience.

Ask a question

The contact for this apprenticeship is:

Daimler Buses UK Ltd

Claire Price

claire.price@daimlertruck.com

The reference code for this apprenticeship is VAC1000256367.

Apply now

Closes tomorrow (Sunday 28 July 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.

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