Annual wage £17,888.00 Working week Monday to Friday 07:30 - 16:00. Requirement to work some Saturdays (1 in every 5) but this will not happen until full training has been provided (estimated 3 months). When a Saturday is worked you have a full Friday off the following week. Total hours per week: 40 Expected duration 15 Months Possible start date 08 May 2024 Date posted 05 Apr 2024 Apprenticeship level Intermediate Level 2 (GCSE) Reference number VAC1000241658 Positions 1 available What you will do in your working day As part of our team, you'll receive comprehensive training both in our warehouse and office environments, with the potential for a full-time position upon successful completion of the apprenticeship. Typical duties will include: Dealing with customers queries via email and phone Problem solving with customers to resolve issues Ability to use specialised stock control and email systems upon inhouse training (Linnworks experience very beneficial) Meeting daily deadlines for email queries Help print orders and book in mail, couriers and pallets Chase shipments with courier companies on the phone and online to assist customer queries Use Deal Websites, eBay, Amazon, B&Q, Debenhams, The Range and web store environments to track and resolve customer enquiries Communicate with warehouse about any order processing or replacement requirements Gain an understanding of products sold to answer customer queries effectively Identify and low stock issues and communicate with customers and your team Experience dealing with complaints in a professional manner Upselling and ‘closing’ bulk volume sales Processing orders accurately Collate and analyse performance metrics Maintain customer records Monitor, measure and resolve customer feedback, reviews and satisfaction scores Act on the feedback received by making necessary improvements to your products, services, or processes Communicate any changes made as a result of customer feedback to show customers that their input is valued The training you will be getting Course information: During your apprenticeship you will be enrolled at Leeds City College (School of Business) and will complete the following programme: Level 2 Customer Service Practitioner Apprenticeship Standard: This programme will allow the apprentice to develop their skills, knowledge and behaviours through the practical period at college as well as in the workplace doing on-the-job training. The broad purpose of the occupation is to provide a high-quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer’s own locality. These may be one-off or routine contacts and include dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction. You may be the first point of contact and work in any sector or organisation type Duration & start date: This is a 15-month apprenticeship (12 months for the practical period which includes the day release at college and 3 months for the end-point assessment). What to expect at the end of your apprenticeship Career prospects post-apprenticeship include advancing into Product Management roles, focusing on researching, sourcing and launching new products to market. Requirements and prospects Desired skills and personal qualities Attention to detail, Reliable, Trustworthy, helpful and friendly, Confident, 'Can do' person, Able to use Initiative, Helpful and friendly Qualifications GCSE or equivalent English (Grade 4 or above) Desired GCSE or equivalent Maths (Grade 4 or above) Desired Things to consider Additional skills that would be beneficial for the role: • IT Literate, Email / Word Processing • Good Communication skills • Good Listening • Good at working in a Team • Good at Problem solving skills • Ability to use initiative • Organised