Customer Service Apprentice
INDUSTRIAL REFRIGERATION SERVICES LTD
Bromsgrove (B60 3AL)
Closes in 25 days (Friday 30 May 2025 at 11:59pm)
Posted on 25 February 2025
Contents
Summary
You will assist in managing and coordinating service requests that come through our busy office, gaining valuable experience in customer service, administration, and problem-solving. You will play a vital role in ensuring excellent service delivery and learning the key skills needed to excel in a customer-focused environment.
- Wage
-
£15,311.40 for your first year, then could increase depending on your age
National Minimum Wage rate for apprentices
- Training course
- Customer service practitioner (level 2)
- Hours
-
Monday to Thursday - 8 - 16:30.
Friday 8 - 15:30.
39 hours a week
- Start date
-
Saturday 14 June 2025
- Duration
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1 year
- Positions available
-
1
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you'll do at work
- Act as the first point of contact for all reactive service requests, ensuring accurate intake and prioritisation.
- Assist in assigning service tasks to the appropriate engineers, ensuring compliance with service-level agreements (SLAs).
- Record and update service request details and outcomes in the service management system.
- Maintain real-time tracking of service request statuses and escalate issues as needed to ensure resolution within target times.
- Help communicate effectively with internal teams and customers regarding service request statuses and resolutions.
- Support in requesting and updating quotes for remedial work and issuing purchase order numbers for materials and services.
- Assist in scheduling engineers based on availability and proximity to service request sites.
- Ensure that engineers have the necessary information, tools, and materials to perform their service tasks effectively.
- Contribute to the continuous improvement of service processes, policies, and procedures.
- Provide excellent customer service by responding to inquiries in a professional and empathetic manner.
- Offer administrative support to Directors and line managers when needed.
- Provide additional support to the team on the service desk during peak times, sickness, or holidays.
Where you'll work
5 George Road,
Bromsgrove Technology Park,
Bromsgrove
B60 3AL
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
College or training organisation
HEART OF WORCESTERSHIRE COLLEGE
Your training course
Customer service practitioner (level 2)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
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
L2 Customer service practitioner Apprenticeship Standard
Requirements
Essential qualifications
GCSE in:
Maths and English (grade 2)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
- Number skills
- Analytical skills
- Logical
- Team working
- Creative
- Initiative
- Patience
Other requirements
Location of the office is quite a distance from public transport. Ideal for local candidates
About this company
Established in 1990 and currently experiencing a successful period of controlled growth, IRS carries out Service, Maintenance and Installation works on Refrigeration, Air Conditioning and Ventilation equipment at many sites across the Midlands region and beyond. Our current portfolio of contracts ranges from small commercial businesses up to large commercial and industrial businesses. If you're looking for a role that encourages and rewards hard work, flexibility, commitment and initiative and to be part of a team of like-minded individuals with a great working environment in a business that is going places, then IRS may be a great choice for you.
After this apprenticeship
- Level 2 Business and Administration apprenticeship following completion of the customer services apprenticeship for the right candidate. Progression to a service coordinator within the service team.
Ask a question
The contact for this apprenticeship is:
HEART OF WORCESTERSHIRE COLLEGE
Sue Portsmouth
sportsmouth@howcollege.ac.uk
01527572684
The reference code for this apprenticeship is VAC1000305846.
Apply now
Closes in 25 days (Friday 30 May 2025 at 11:59pm)
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