Customer Service Operations & Planning Apprentice - Advanced (Level 3)

Employer:

Openreach

Training Provider:

BT

Annual wage £16,179.00
37.5 hours per week Full time, Monday to Friday (shifts TBC).
duration: 24 months
start: 1 September 2020
Leeds
Advanced (Level 3)
Customer Service Specialist (apprenticeship standard)
65 positions available
30 August 2020 (application closing date)
As a Customer Service Operations & Planning Apprentice you'll be putting your customers front and centre. Making it easy for our engineers to deliver a great service. Whether you’re talking to members of the public reporting a faulty telephone pole, or owning a complex order, you’ll amaze them with your brilliant and personable attitude.

Responsibilities

The programme is for those individuals with the autonomy to apply more critical thinking as part of day-to-day tasks when working with customers. 

Duties to include:

  • You’ll be expected to be managing complex cases on an end to end basis, looking beyond just the issue of any complaints, but instead seeking to understand the customer needs better and evaluating the outcome
  • You’ll develop a deeper understanding of the role of customer service to effectively support business and its customers with a great experience
  • You’ll be learning and developing new ways of thinking and approaching different situations, understanding the root causes of problems, how to continually improve the service offer and the best ways to communicate with stakeholders

All of the learning for the apprenticeship is focused on helping you to be a successful customer service professional with specialist knowledge and understanding.

We offer a world class 18-24 month apprenticeship programme, great career opportunities and a competitive salary, starting salary of £16,179. Increasing by £3000 per annum during the apprenticeship and +10% bonus. At the end of your apprenticeship journey you will gain a level 3 NVQ.

Start dates may be available before September as we do intakes throughout the year. 

Future Prospects

Ability to develop your career in a large organisation, upon successful completion of the apprenticeship. 

Reality Check

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

Skills Required

  • Experience of MS Office, including Excel is desirable
  • Great communication skills and attention to detail
  • Methodological approach to problem solving

Qualities Required

  • Willingness to learn and develop
  • An ability to work independently or with others as required

Qualifications Required

Educated to GCSE Level - maths and English A*-C/9-4 or equivalent.

Training Provided

  • Customer Service apprenticeship standard
  • To achieve the transferable knowledge, skills and behaviours required for a customer service specialist
  • You will work towards completion of the Diploma in Customer Service Level 3
  • Functional Skills if required

Mandatory Units:

  • Customer service culture and environment awareness
  • Understand customers
  • Principles of customer service
  • Understand employer organisations
  • Manage personal performance and development
Register interest