Woven & Woods Ltd.

Customer Service Apprentice - Intermediate (Level 2)

Woven & Woods Ltd. (Employer)

Hawk Management (UK) Limited (Training Provider)

Annual wage £13,650.00
35.0 hours per week Monday – Friday 10am until 6pm with 1 hr for lunch unpaid
14 months (duration)
5 September 2022(start date)
Customer service practitioner (apprenticeship standard)
31 August 2022 (application closing date)
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Job Description

We’re looking for a bright, enthusiastic apprentice to work alongside our showroom team in Twickenham, with a view to progressing to a permanent sales and estimator role. All you need is basic computer skills, the right attitude and the desire to learn.


What will the apprentice be doing?

The role will be based at our showroom in Twickenham, about five minutes walk from Twickenham Railway Station. All training will be provided; the only thing we ask is that you come along with an open mind and a can-do attitude.

As a customer service apprentice, you will be working as part of the showroom team, providing a welcoming atmosphere for our clients. You will gain an invaluable insight into the flooring industry, including the sales, installation and aftercare processes, as well as working alongside installers, suppliers and our industry partners.

Responsibilities include:

  • Greeting customers as they enter the showroom and providing a welcoming atmosphere.
  • Assisting our showroom team in engaging with customers and helping them to select the right product.
  • Liaising with customers and installers to ensure a smooth process
  • Assisting our marketing team with engaging social media campaigns
  • Attending training sessions and workshops to really get to know the products and installation methods.
  • Maintaining a well-presented and inspirational showroom.

What training will the apprentice take and what qualification will the apprentice get at the end?

Apprenticeship Programme: Customer Service Practitioner
Level: 2
Duration: 13 months
Course Type: Apprenticeship Standard

Apprenticeship Delivery: Work based qualification. A tutor will visit you every 4-6 weeks in your workplace.  

Units Covered:
The Apprenticeship programme is made up of different units. Apprentices will be assessed on their knowledge, skills and behaviours throughout the apprenticeship and tracked online using an e-portfolio.

These are grouped into 2 themes which complement each other and are as follows:

  • Customer Service Foundations
  • Customer Service Delivery & Personal Effectiveness

After each theme is complete, a Mock End Point Assessment is carried out to ensure apprentices are prepared for the End Point Assessment at the end of the programme.
After a minimum of 372 days and successful delivery of the programme, the end point assessment will take place. The end-point assessment is a synoptic assessment of the skills, behaviours and knowledge that have been developed throughout the apprenticeship.
End-Point Assessments will involve an independent assessor carrying out final assessments with the apprentice, to ensure that the competences and learning within the ‘Apprenticeship Standard’ have been met. 
Apprentices can achieve a pass, merit or distinction dependent on how well they perform in their End-Point Assessment.

Functional Skills:
Apprentices also work towards a Level 2 qualification in English and maths in the first half of the programme if they have no prior exemption (GCSE’s A – C or equivalents in English and Maths).

What is the expected career progression after this apprenticeship?

Candidates would have the option to progress to a variety of roles,
including sales estimator and project manager, as well as
marketing and business administration positions.

Skills Required

IT skills, Organisation skills, Customer care skills, Good telephone & email manner

Qualifications Required

GCSE or equivalent English (Grade A - E - 3- 9 or equivalent) Desired
GCSE or equivalent Maths (Grade A - E - 3- 9 or equivalent) Desired
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