Customer Enquiries Apprentice

West Nottinghamshire College

Nottinghamshire, NG18 5BH

Closes in 9 days (Monday 29 July at 11:59pm)

Posted on 3 July 2024


Summary

You will be part of a team that provide friendly and efficient customer enquiry service, being the first point of contact in dealing with queries, information, advice and guidance for new and existing students, college staff and visitors either face to face through the reception areas and information centre or by telephone through the call centre.

Annual wage
£14,106 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
37 hours on a flexible basis and on a rota basis between 8.00am - 8.30pm, Monday - Friday.

37 hours a week

Possible start date

Monday 5 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

  • Level 3 Customer Service Specialist apprenticeship standard
  • This is a work based programme which means that all of your learning will take place on the site of your employment and within your contracted working hours. We host supporting workshops regularly throughout the apprenticeship which you can attend in person at our Derby Road campus or virtually via Microsoft Teams
  • You will work with expert assessors to develop new knowledge, skills and behaviours within the profession
  • You will experience a blended learning model
  • You will gather learning evidence, journals and off-the-job records using your e-portfolio
  • At the end of the planned learning period, it will be agreed that you are ready to enter 'Gateway' and for your End Point Assessment to be arranged
  • Level 3 Customer Service qualification

Where you’ll work

Derby Road

Mansfield

Nottinghamshire

NG18 5BH

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

WEST NOTTINGHAMSHIRE COLLEGE

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 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
    • Customer care skills
    • Problem solving skills
    • Administrative skills
    • Number skills
    • Analytical skills
    • Logical
    • Team working
    • Initiative
    • Non judgemental
    • Patience

    Other requirements

    Please be aware that you may be required to work at any of the college sites, so travel considerations should be made.

    About this company

    West Nottinghamshire College group are a local college provision with 4 sites across the Mansfield and Kirkby areas. Each year the college provides education and training to around 14,000 full and part time students and apprentices. The college provides education and training across all major sectors from entry to university level. At the college, we embrace and encourage all those who are driven to better themselves, achieve their goals and reach new heights.

    http://www.wnc.ac.uk (opens in new tab)

    After this apprenticeship

    The progression from the apprenticeship would be longevity within the business, looking to work towards future qualifications to join the business as a highly skilled and knowledgeable member of the team.

    Ask a question

    The contact for this apprenticeship is:

    WEST NOTTINGHAMSHIRE COLLEGE

    Karen

    apprenticeships@wnc.ac.uk

    01623 900632

    The reference code for this apprenticeship is VAC1000262513.

    Apply now

    Closes in 9 days (Monday 29 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.