Overview
As an Apprentice Technical Support & Logistics Assistant, youll gain a broad understanding of how our products work and how we support customers. Youll learn to assist with technical enquiries, plan deliveries, schedule service work, and update customer records in our CRM system. This is a varied role that combines customer communication with logistical coordination, working closely with colleagues in our service, engineering, and delivery teams.
Responsibilities
* Learn how hot tubs are built and operate to provide helpful technical support and troubleshooting advice
* Assist customers by phone and email in a clear, friendly, and professional manner
* Process parts enquiries and sales, helping customers find the right solutions
* Organise pre-delivery assessments and help coordinate the delivery schedule and route planning
* Assist in scheduling engineers for service and maintenance work
* Keep customer records up to date using our CRM system
* Support internal teams and help ensure efficient, smooth operations across departments, skilled in the use of multiple IT packages and systems relevant to the organisation in order to write letters or emails, create proposals, perform financial processes, record and analyse data. Examples include MS Office or equivalent packages. Able to choose the most appropriate IT solution to suit the business problem. Able to update and review databases, record information and produce data analysis where required
* Produce accurate records and documents including emails, letters, files, payments, reports and proposals. Make recommendations for improvements and present solutions to management. Draft correspondence, write reports and review others work. Maintain records and files, handle confidential information in compliance with the organisations procedures. Coach others in the processes required to complete these tasks
* Exercise proactivity and good judgement. Make effective decisions based on sound reasoning and handle challenges in a mature way. Seek advice from more experienced team members when appropriate
* Build and maintain positive relationships within the team and across the organisation. Demonstrate the ability to influence and challenge appropriately. Become a role model to peers and team members, developing coaching skills as you gain area knowledge
* Demonstrate good communication skills across face-to-face, telephone, writing, and digital platforms. Use the most appropriate channels to communicate effectively. Demonstrate agility and confidence in communications, carrying authority appropriately. Understand and apply social media solutions appropriately. Answer questions from inside and outside the organisation, representing the organisation or department
* Complete tasks to a high standard. Demonstrate the necessary level of expertise required to complete tasks and apply oneself to continuously improve their work. Review processes autonomously and make suggestions for improvements. Share administrative best-practice across the organisation, coaching others to perform tasks correctly. Apply problem-solving skills to resolve challenging or complex complaints and be a key point of contact for addressing issues
* Takes responsibility for initiating and completing tasks, manages priorities and time to meet deadlines. Positively manages expectations of colleagues at all levels and sets a positive example. Suggest improvements to working practice with awareness of broader implications (e.g., impact on clients, suppliers, other parts of the organisation). Manage resources e.g. equipment or facilities. Organise meetings and events, take minutes during meetings and create action logs. Take responsibility for logistics such as travel and accommodation
* Uses relevant project management principles and tools to scope, plan, monitor and report. Plan required resources to successfully deliver projects. Undertake and lead projects as required
Qualifications
* Are you a motivated individual with a Level 3 qualification (a BTEC or equivalent) who enjoys solving problems, learning new skills, and delivering excellent service? This apprenticeship is the ideal next step in your career.
* GCSE in English (grade 4 and above)
* GCSE in Maths (grade 4 and above)
* Communication skills
* IT skills
* Attention to detail
* Organisation skills
* Customer care skills
* Problem solving skills
* Presentation skills
* Administrative skills
* Number skills
* Analytical skills
* Logical
* Team working
* Initiative
* Non-judgemental
* Patience
About RotoSpa
RotoSpa is a family-run, award-winning British business based in Sutton Coldfield. Founded in 2003 to meet the need for UK-made hot tubs, weve since become the countrys only hot tub manufacturer - delivering thousands of units to homes, retailers, holiday parks, and hire companies across the UK. We take pride in our innovation, attention to detail, and outstanding customer service, and we believe in investing in our people to help them grow.
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