Customer Service Apprentice

PACIFICA GROUP LIMITED

Houghton Le Spring, DH4 5RA

Closes today at 11:59pm

Posted on 3 July 2024


Summary

The Apprentice position will be based within our Service Centre. The role consists of assisting colleagues within the department, so that the department runs smoothly and efficiently. Duties include making and receiving telephone calls.

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 practitioner (level 2)
Hours
Monday to Friday 9.00 am till 5.00 pm

37 hours a week

Possible start date

Monday 5 August

Duration

1 Year

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

Your apprenticeship training will be a fully work based learning programme across 12 months. Upon completion of your apprenticeship, you will achieve a level 2 qualification as a Customer Service Practitioner.

Where you’ll work

Pacifica House

Houghton Le Spring

DH4 5RA

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

ZENITH PEOPLE LIMITED

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

    Essential qualifications

    GCSE or equivalent in:

    • Maths (grade 4)
    • English (grade 4)

    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

    • Administrative skills
    • Attention to detail
    • Communication skills
    • Customer care skills
    • IT skills
    • Organisation skills
    • Problem solving skills
    • Team working

    Other requirements

    Company Pension scheme 30 days annual holiday allowance including 8 bank holidays Wellbeing and fantastic work ? life balance Death in service benefit at 3x salary  Company online retailer saving portal Complimentary MAP ? (Multi Appliance Protection) for your own home appliances. Costa card gift cards ? monthly nominations by Team Managers Benefits Portal with access to Retail Discounts, Financial Wellbeing, Salary Sacrifice Products, Employee Assistance Programmes (EAP), GP Helpline and much more)

    About this company

    Pacifica is one of the largest professional appliance repair companies in UK. We've grown our service through a reputation for excellent customer service, understanding what customers need and making sure that we consistently fulfil their requirements. The Pacifica business is owned by Pacifica Group Limited, a national support services company which has an excellent pedigree for operating quality repair services for a host of customers including Retailers, Insurance Companies, Manufacturers, Distributors and chargeable customers throughout the UK and Europe.

    After this apprenticeship

    Upon successful completion of the Level 2 Customer Service Practitioner Apprenticeship, the Apprentice will progress to the role of Service Desk Technician.  From this role, there could be opportunities for the right person to progress to Service Desk Team Manager then on to Account Manager (Service Centre).

    Ask a question

    The contact for this apprenticeship is:

    ZENITH PEOPLE LIMITED

    The reference code for this apprenticeship is VAC1000262298.

    Apply now

    Closes today 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.