What will the apprentice be doing?
To provide general administrative assistance, ad-hoc support within the department during staff absences and, when required, perform general reception duties.
1.     Key Features
1.1Â Â Â To provide general reception duties as follows:
1.1.1Â Â Â Â Â Answer and distribute incoming telephone calls, taking/relaying accurate messages as needed and providing basic information as required.
1.1.2     Attend to visitors when they arrive and enter their details into the visitor’s book. Arrange refreshments for visitors as required.
1.2Â Â Â To provide general administrative assistance to the Dawsongroup sweepers limited business, including the Hire team, Fleet Control and Workshop team, Commercial Support team, Service and Compliance team and the Parts team. This assistance will include, but not be limited to:
1.2.1Â Â Â Â Â Taking initial department phone calls and distributing/taking messages as required.
1.2.2Â Â Â Â Â Monitoring company inboxes and distributing emails in a timely manner.
1.2.3Â Â Â Â Â Accurate and timely data entry into the back-office computer systems, identifying and escalating anomalies as required.
1.2.4Â Â Â Â Â Generating and submitting customer recharges and manufacturer warranty claims.
1.2.5Â Â Â Â Â Reconciliation of stock on the back-office computer systems.
1.2.6Â Â Â Â Â Assistance with Goods Inwards, ensuring all goods are receipted onto the back-office computer systems accurately and in a timely manner.
1.2.7Â Â Â Â Â Assistance with return of parts to manufacturers, ensuring all returns are documented and recorded on the back-office computer systems.
1.2.8Â Â Â Â Â Producing and distributing pre-defined reports to internal and external stakeholders.
1.2.9Â Â Â Â Â Providing general administrative support to the business as needed, including preparing quotes/estimates, letters and memorandums and taking meeting minutes/notes, scanning, digital and manual filing.
1.2.10Â Â Â Processing vehicle warranties and road tax requests.
1.2.11Â Â Â Deputising for team-members during holiday and/or sickness absence or otherwise as directed by the UK Parts Manager.
1.2.12Â Â Â Any other duties as directed by the UK Parts Manager.
2.     Authority
2.1  Expenditure authority in accordance with Dawsongroup’s authorisation document, UK companies
3.     General
3.1Â Â This job description outlines the main objectives, authority levels and responsibilities of this position at the time of writing
3.2Â Â Where necessary and as appropriate to the operation of the business, permanent or temporary changes may be made involving like or related work.
3.3Â Â Attention should be paid to the Company Health, Safety and Environmental policies in arrangement of maintenance, breakdown and repair solutions.
3.4Â Â Respecting Company confidentiality and disclose information to customers, suppliers or their agents only as authorised by the Directors of the Company.
3.5Â Â Report significant problems and issues to the UK Parts Manager in a timely manner.
This role profile is not exhaustive and is subject to review in conjunction with the post-holder and according to the future challenges/developments in the Company.
Your training plan
Customer Service Level 2 Practitioner Apprenticeship Standard
Your core responsibility will be 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.
You will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers.
You provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements.
Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.
The standard covers the following:
- Knowledge
- Skills
- Behaviours / Attitude
You will complete an End Point Assessment this will involve the following:
- Showcase/Portfolio
- Interview
- Practical Observation
- Professional Discussion
You are given time off, one day per week to study; you are required to attend Kirklees College, Huddersfield Centre, you will also attend other meetings via Teams to complete work for your apprenticeship. The study day is a Wednesday.
As part of your contract of employment completion of the Apprenticeship Training Programme forms part of your duties as well as helping your personal and professional development; the requirements to complete the programme are as follows:
- Attend and be punctual for all induction sessions, lessons and all work-based training/support sessions.
- Complete all required assignments by the required timeline.
- Build up your portfolio of evidence on-going during your apprenticeship programme.
- Access support from your tutor/assessor and manager with regards to any evidence requirements or support as and when required.
More training information
There may be an opportunity to commence on the Business Administration Level 3 Apprenticeship, this is subject to having completed an apprenticeship already in a relevant subject or has 6/12 months full time work experience in an office or customer focused environment, Maths and English at Grade 4/C or equivalent (evidence required) and if the required responsibilities can be provided within the job role.
What is the expected career progression after this apprenticeship?
Opportunity to join the company as a full-time permanent employee, upon completion of apprenticeship.
Progression to higher level apprenticeship following successful employment and achievement of Level 2.
