Customer Service Apprenticeship Level 2
Type: Apprentice
Location: Oldham (OL9 7LH)
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
Key Responsibilities:
- Working under supervision, provide a professional and accurate response to simple customer enquiries, making sure we comply with service level standards to deliver a consistent and effective customer service.
- Working under supervision, use a variety of customer contact and specialist tools to record customer enquiries, e.g. telephone, on-line services, benefit calculators.
- Working under supervision, ensure records are maintained in an accurate and timely manner to capture the customer enquiry and the outcome agreed, with any follow-on activity escalated or assigned to the appropriate team.
- Represent Guinness to deliver remote contact services to customers, ensuring compliance with procedures, processes and performance indicators.
- Work as a team, supporting colleagues within the office environment, building relationships across Guinness that support effective resolution of customer enquiries.
- Work to a professional standard with good attendance.
Where you’ll work
The Guinness Partnership, Bower House Unit 1, Stable Street
Oldham
OL9 7LH
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
College or training organisation
CENTRAL YOUNG MEN’S CHRISTIAN ASSOCIATION
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
Customer Service Apprenticeship Level 2
Functional Skills where required
Apprenticeship training will be office based
Requirements
Desirable qualifications
GCSE or equivalent in:
- Maths and 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
- Communication skills
- Organisation skills
- Customer care skills
- Problem solving skills
- IT skills
Other requirements
The salary for this apprenticeship is £14955 to £20974 per annum depending on age.
Please ensure your CV is up to date and reflects the qualification you are applying for.
To succeed in this position, you will need a positive attitude and be keen to make a significant commitment to your own personal development and career.
About this company
We’re in one of the most exciting periods in the history of Guinness and have set ourselves ambitious and challenging objectives for the future. Our vision to deliver great service, provide great homes, to be a great business and to be a great place to work is central to everything we do.
The Guinness Partnership provides services to more than 140,000 customers in our 65,000 homes nationwide. With a turnover of £360.5m and a truly national presence, Guinness is one of the leading housing providers in the sector.
Guinness Property provide repairs and maintenance services to The Guinness Partnership. Our national teams deliver rapid-response housing repairs, maintenance, and improvement services to ensure that our customers’ homes are safe and maintained to high standard.
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