Scania Customer Advisor Apprenticeship

Summary

Ready for the next stage in your career? Scania might have just the role for you if you are looking to develop your Customer Service career to the next steps through an apprenticeship.

Wage

£15,704 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

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Training course

Customer service specialist (level 3)

Hours

Monday - Friday, 8.00am - 5.00pm.

40 hours a week

Start date

Monday 23 June 2025

Duration

1 year 3 months

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

An apprenticeship with Scania is not just about work, it’s where friendships are made and exciting experiences are shared.

Many of our senior managers began their own career journey as apprentices. They have first-hand experience of the value and impact of apprenticeships, making them exceptional mentors, approachable coaches and trusted role models. 

As one of the first faces our customers will see when bringing their vehicles to our sites, the customer service advisor is the face of Scania. First impressions count and the delivery of excellent customer service starts with this role.

A Scania Customer Service Advisor will manage the key communication links with our customers and colleagues to ensure that customer requirements are met and the experience with Scania is flawless.

You’ll need excellent communication and relationship skills and want to work in a constantly evolving environment, apply today if it is something that you think would be great for you.

Where you'll work

Don Road
S9 2UB

Training

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

College or training organisation

REMIT GROUP LIMITED

Your training course

Customer service specialist (level 3)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

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

The qualification is aimed at individuals more advanced in their interpersonal skills and with experience of working with customers.
The Customer Service Specialist Level 3 qualification will include Function Skills at Level 2 unless exemptions apply.
Completion will lead to eligibility to join the Institute of Customer Service as an Individual membership at Professional Level.

Requirements

Essential qualifications

GCSE or equivalent in:

English Language (grade C/4)
Maths (grade C/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
Motivated
Problem solving skills

About this company

Scania are a world leading provider of transport solutions, manufacturing heavy vehicles intended for long distance haulage, regional and local distribution of goods as well as construction and emergency service vehicles, buses and coaches. Scania are a well known global brand with production facilities in 11 countries in Europe, Asia and South America and assembly plants in 10 countries in Africa, Asia and Europe

After this apprenticeship

At Scania, we invest considerably in staff development and training and you can expect to receive comprehensive training to provide opportunities for career progression not only in the UK but throughout our Global Scania network.

Ask a question

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