Customer Service Expert Apprentice - Advanced (Level 3)

Employer:

Orwell Trucks Ltd

Training Provider:

MERCEDES-BENZ UK LIMITED

Weekly wage £145.25
35.0 hours per week This will be confirmed by the employer at interview, as days and times may vary.
duration: 2 years
start: 1 September 2020
Newmarket
Advanced (Level 3)
Customer Service (apprenticeship standard)
15 June 2020 (application closing date)
An excellent opportunity for an outgoing and proactive individual with fantastic communication skills, offering the chance to work for one of the most prestigious automotive companies. Working in a busy environment, constantly representing the brand by exceeding our customer’s expectations & delivering an unparalleled level of service & quality.

Responsibilities

As a customer service expert apprentice, you will develop first-class customer service skills including understanding customer needs and business needs, critically evaluating customer service levels and implementing changes to improve the customer journey and using appropriate resources and technology to support the needs of the customer. You will acquire the skills to deal with challenging situations and develop plans to drive loyalty and retention and exceed customer expectations.

Working towards a level 3 apprenticeship as a customer service specialist you will learn the key principles, practices and skills that underpin the role before further developing and applying your skills in more complex situations.

The role of a customer service expert:

  • Understanding your customers and the business
  • Developing knowledge of relevant regulations and legislation
  • Using appropriate resources and technology to meet the needs of customers
  • Keeping up to date with the most recent product information
  • Resolving challenges
  • Understanding the extended customer journey
  • Understanding how to apply different skills and behaviours in various different situations
  • Developing insights into customer behaviour including influencing factors such as loyalty, emotion and culture
  • Apply knowledge and skills to find solutions to complex challenges
  • Analyse service levels and develop options for improvement

Future Prospects

  • Customer Support Executive 
  • Front of House – Brand Representative
  • Customer Service expert leading to after sales, service advisor or parts advisor

Reality Check

Important information:

  • We welcome applications from everyone irrespective of gender and ethnicity. We are committed to equal opportunities therefore if you have a disability please state this on your application form and measures will be put in place to support you
  • You will be required to work the minimum duration of 30 hours per week and a minimum of 20% of your working hours are allocated to ‘off-the-job’ training, which will take place as one-week blocks at our Apprentice Academy in Milton Keynes. We will talk you through this during the application process
  • We will support you in gaining Functional Skills in mathematics and English should you require them
  • For advice on completing an application, please refer to the advice and guidance here: https://www.ucas.com/further-education/apprenticeships-and-traineeships/applying-apprenticeship
  • Please consider the distance to travel to the place of employment. Please also consider your wages in relation to the cost of travel

The Apprenticeship National Minimum Wage guide (ANMW): https://www.gov.uk/national-minimum-wage-rates

Skills Required

  • Customer service skills
  • Sales skills
  • Organisational skills
  • ICT skills
  • Complaint resolution skills
  • Problem solving abilities

Qualities Required

  • Ability to work independently and as part of a team
  • An interest in motor vehicles
  • Flexibility
  • Enthusiastic
  • Interest in motor vehicles

Qualifications Required

GCSE grades (or equivalent) 9-4/A*-C in:

  • Mathematics
  • English language

Training Provided

  • Customer Service Level 3 framework 
  • Employee Rights and Responsibilities (ERR)
  • Personal Learning and Thinking Skills (PLTS) 
  • Functional skills in maths and English if required 

We are currently recruiting Apprentice Customer Service Experts to join our growing team. During your apprenticeship, you will undertake a Mercedes-Benz and recognised apprenticeship in customer service which will provide the opportunity to develop first-class customer service skills in the motor industry.

This includes being provided with premium level training at our ‘state–of–the-art’ Apprentice Academy for one of the world’s most prestigious automotive companies.

Working towards a level 3 apprenticeship as a customer service specialist you will learn the key principles, practices and skills that underpin the role before further developing and applying your skills in more complex situations.

Register interest

This page contains public sector information licensed under the Open Government Licence v3.0. The information provider is the Education and Skills Funding Agency.