Summary
A fantastic opportunity to join a small team of dedicated customer service agents within a charitable organisation based in Wolverhampton.
Wage
£12,955.80 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 - Friday. 10.00am - 5.00pm
32 hours 30 minutes a week
Start date
Sunday 1 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
* Answer Customer Service Calls
* Respond/Action all customer service emails
* Respond to all webchat live queries
* Communicate with all collection teams, via whats app chats or imessages
* Keep all reporting and spreadsheets up to date at all times
* Communicate with the customer service team offer support and training where necessary
* Take responsibility to keep all ID cards for teams up to date
* On a weekly basis, keep CRM reporting from the website up to date
* Feel a part of the entire team/business, feel free to input and feedback ideas, suggestions that can benefit us all in the long run
Where you’ll work
UNIT 28
IMEX TRADING ESTATE
UPPER VILLIERS STREET
WOLVERHAMPTON
WV2 4XA
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
College or training organisation
JUNIPER TRAINING LIMITED
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 Practitioner Level 2 Apprenticeship Standard
* All training will take palce at the employers premises
Requirements
Desirable qualifications
GCSE 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
* IT skills
* Attention to detail
* Organisation skills
* Customer care skills
* Problem solving skills
* Administrative skills
* Logical
* Team working
* Initiative
* Patience