Your role will involve providing a high level of customer service and administrative support to both internal and external customers.
Your duties are as follows:
• Work with each team to provide administrative support
• Take inbound customer queries and direct to the correct team
• Produce drawing packs for design teams
• Support bureau call taking & logging
• Support production of customer reporting
• Attend site visits
• Contact stores to book appointments and collect information
• Take meeting minutes
• Manage office supplies
• Using Microsoft Packages, in particular Outlook, Excel and Word
Ensuring that the Policies of the company are observed and that good practice is encouraged, particularly in the areas of Health & Safety, Equal Opportunities and confidentiality.
The above is not an exhaustive list of duties and you will be expected to perform
different tasks as necessitated by the organisation which is relevant to your post
within the company to meet the overall business objectives
The Apprenticeship Training Programme forms part of your contract of employment; you are provided with time to study.
The apprenticeship programme will help your personal and professional development, the requirements to complete the programme are as follows:
• Attend and be punctual for all induction sessions and be punctual for all lessons
• Complete all required assignments
• Build up your portfolio of evidence
• Access support from your tutor / assessor and manager as and when required
As the business never stands still, your role will be required to evolve in line with
changing business needs and so will be reviewed on a periodic basis. The above list
of responsibilities is not exclusive or exhaustive and you will be required to
undertake such tasks as may reasonably be expected within the scope and grading
of the role.
What will you achieve at the end of the Apprenticeship?
Customer Service Apprenticeship Level 2 Standard
The Customer Service Level 2 Standard involves a candidate completing modules to demonstrate their Knowledge, Skills and Behaviours (see below).
Over 12/15 months, candidates wwill complete assignments and provide work-based evidence covering the duties being undertaking throughout the apprenticeship; the evidence gathered will prove competence and duties will be varied: Evidence could include letters, emails, administering finance, collate information, report data, customer contact (face to face, electronic and verbal), feedback from peers/customers, reflective accounts, team work, planning and organisation techniques.
KNOWLEDGE
Knowing your customers
Understanding the organisation
Meeting regulations and legislation
Systems and resources
Your role and responsibility
Dealing with customer conflict and challenge
Customer experience
Product and service knowledge
SKILLS
Interpersonal skills
Communication
Influencing skills
Personal organisation
BEHAVIOURS/ATTITUDE
Developing self
Being open to feedback
Team working
Equality – treating all customers as individuals
Presentation – dress code, professional language
“Right first time”
What could be available following achieving the apprenticeship?
There is a strong possibility that you will gain a position (subject to availability), following successful employment as well as achievement of the full apprenticeship programme.
There may also be further apprenticeship/other training available following successful employment and achievement of the apprenticeship qualifications.
