Customer Service Practitioner Apprenticeship

Summary

We are currently looking for a Customer Service Practitioner Apprentice to support the Sales Operations team members in delivering commercial excellence. The role involves continuously looking for improvements and driving standards within the business, and would be an ideal role for someone who is looking for their first step into customer service.

Wage

£19,000 a year

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Salary is flexible from £19,000 - £21,000 depending on experience.

Training course

Customer service practitioner (level 2)

Hours

8.30 am-5.00 pm – We operate a hybrid working model of 4 days a week on site, 1 day working from home. The first 6 months will be fully office-based until after probation.

40 hours a week

Start date

Monday 30 June 2025

Duration

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

Registers in the CRM electronic system all RFQs and POs from customers in a timely manner
Ensures accurate CRM logs based on Emerson standards and procedures
Maintains an updated CRM database by adding new customer contacts and accounts
Sends acknowledgement of receipt for RFQs and POs to the customer
Assigns CRM tasks to the responsible person in the Sales Office
Provides support to the Sales team that meets customer requirements and ensures the highest standards of presentation
Updates CRM database with the relevant information for every query that is being logged
Works with UK Sales Coordinator to process incoming emails into the UK Sales mailbox
Facilitates the archiving of all documents used in the logging phase in OCM/WCC
Flexibility, depending on urgent enquiries received at the sales desk
Liaise with colleagues to ensure any customer warrany, SR process is completed through to customer resolution.
Ensure the consistent delivery of the highest levels of service, both internally and externally.
Support colleagues in the team, and across the business, as directed by your Line Manager
Where necessary, load customer orders into business system, manage dates, ITC and commercial terms
Working with members of the sales operations team to collect relevant information from factory contacts regarding Order status, communicating progress back to customers in a proactive manner
Use the telephone, email, web chat, and online meetings to interact with customers and colleagues in a professional, friendly and supportive manner.
Ensure customer data and interactions are recorded accurately on our systems.
Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
To be a conscientious member of sales operations team and be prepared to be flexible in carrying out any other duties that may be required from time to time.

Where you'll work

Horsfield Way
Bredbury Park Industrial Estate, Bredbury
Stockport
SK6 2SU

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

College or training organisation

THE TRAFFORD AND STOCKPORT COLLEGE GROUP

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

Training schedule has yet to be agreed. Details will be made available at a later date.

Requirements

Essential qualifications

GCSE in:

English (grade 4)
Maths (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

Communication skills
Attention to detail
Customer care skills
Team working
Proactive
Forward thinker

Other requirements

· Demonstrate ability to communicate well across a matrix organisation · Experience in Inside Sales and/or Customer Service equivalent roles is advantageous · English fluency to business standard essential · Computer literacy essential with proficiency in Microsoft Office applications [Excel, Work and PowerPoint] essential · Demonstrates the Emerson Values

About this company

By joining Emerson as an apprentice, you will be working at the heart of our business. This means that the skills and business insight gained can serve as an invaluable foundation toward developing your career within our global organisation. We offer plentiful opportunities for advancement and support this through our formal personal development planning process. Our on-boarding program uses a blended learning approach to get you up and running as quickly as possible. You benefit from Emerson certified trainers with extensive knowledge of our customers, products and applications. Our inclusive company culture celebrates the unique perspectives, diversity of thoughts, and exceptional innovation that come to life when we actively seek to hire and develop the best, brightest team members from all backgrounds. These unique points of view help foster fresh thinking and new ideas, ensuring our continued success into the future.

Company benefits

Benefits include: Healthcare, sick pay, EAP, eyecare vouchers, salary sacrifice car scheme, cycle 2 work, pension scheme.

After this apprenticeship

On successful completion of the Level 2 Customer Service Apprenticeship, you will have the opportunity to complete the Level 4 Sales Executive apprenticeship as well as further development opportunities within Emerson.

Ask a question

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