What will the apprentice be doing?
Main Duties and Responsibilities:
- Provide help and advice to all customers and palletline depots as and when required
- Investigate and resolve any customer queries, problems or complaints
- Communicate in a professional manner with all customers, palletline depots and colleagues by telephone, email, letter and face to face contact
- Maintain up to date and accurate records of customer discussions and all correspondence
- Provide reports as requested for customers including, KPI’s and daily updates
- Provide reports/analysis as requested internally by the Management team
- Carry out daily checks on customer accounts looking for different trends and reporting relevant information to the Customer Care team.
- Keep all customer account details in Stirling up to date
- Supply and follow up customer quotations when required
- Import/Export Partner CSV files. Send load lists, manifests and paperwork
- Provide cover as and when required on reception, on line bookings and account management
- Assist other members within the Traffic Office/Operations as and when required
- Ensure you maintain a high level of health & safety standards and follow all company procedures in relation to health & safety
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
- Attend and be punctual for all lessons
- 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 as and when required
- Access support from your manager with regards to any evidence requirements or support as and when required
- Attend all work-based training/support sessions
What training will the apprentice take and what qualification will the apprentice get at the end?
Level 2 Customer Service Practitioner apprenticeship standard, which includes:
Level 1/2 Functional Skills in maths and English (if required)
The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. Your core responsibility will be to provide a high-quality service to customers.
The standard covers the following:
- Knowing your customers
- Understanding the organisation
- Meeting regulations and legislation
- Systems and resources
- Your role and responsibility
- Customer experience
- Product and service knowledge
- Interpersonal skills
- Influencing skills
- Personal organisation
- Dealing with customer conflict and challenge
Behaviours / Attitude:
- Developing self
- Being open to feedback
- Team working
- Equality – treating all customers as individuals
- Presentation – dress code, professional language
- “Right first time”
You will complete an End-Point Assessment (EPA) this will involve the following:
- Practical Observation
- Professional Discussion
You are given one day per week as time off to study; you will attend classes at Kirklees College and via Teams and complete work for your apprenticeship. The study day is a Wednesday.
What is the expected career progression after this apprenticeship?
There is a possibility of progressing to permanent employment on successful completion of the apprenticeship and associated qualification
There may also be further apprenticeship or other training available following successful employment and achievement of the apprenticeship qualifications.