Customer Service Apprentice

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Rated Outstanding for apprenticeships
in our June 2017 Ofsted inspection

Ofsted - Outstanding Provider

Apprenticeship summary

Duties will include:

  • Respond to incoming calls and email into the customer service inbox
  • Listen and empathise with the customers to understand their frustrations and concerns
  • Obtain accurate and up-to-date information from our customers, asking for evidence where required
  • Investigate every issue raised by checking relevant systems and looking through the customer journey
  • Obtain advice from internal department where required
  • Develop a close working relationship with other departmental managers to ensure a smooth resolution can be agreed
  • Ensure all departments are included in communications relating to a customer complaint
  • Make commercial decision based on evidence on whether FOC (Free of charge) or COR (credit on return)
  • Process replacement orders
  • Process re-supply items
  • Process brochure requests
  • Deal with any internally raised customer issue to agree a mutually beneficial solution
  • Build rapport and establish a positive customer and supplier

Requirements and prospects

Desired skills

  • Excellent written and verbal communication skills
  • Good interpersonal skills including the ability to deal effectively with client queries
  • Comfortable with holding difficult conversations in order to diffuse a situation
  • Ability to work under pressure, prioritising workload accurately and quickly
  • of own team and others throughout busy periods of the business

Personal qualities

  • Self-starter able to work on own initiative with little supervision
  • Pro-active, thinking outside the box for the best solution
  • Excellent data entry skills in terms of accuracy, speed and volume
  • Commercial and creative mind-set
  • Professional at all times when communicating with internal and external stakeholders
  • Confident team player prepared to be flexible to meet requirements

About the employer

Truframe Limited

Manufacturer of hand finished doors and windows to the building industry.

Apprenticeship Framework:Customer service practitioner
Location:Melton Mowbray
Weekly Wage: £150.00 - £172.00
Working Week: Days per week - 5 TBC, 9:00am - 5:00pm. Breaks ½ hour lunch per day Annual holidays 20 days.
Apprenticeship duration: 15 months
Possible start date: 03-07-2019
Level: Intermediate

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