Home & Dry Sussex Limited

Customer Service Practitioner Apprentice - Intermediate (Level 2)

Home & Dry Sussex Limited (Employer)

Ginger Nut Media Limited (Training Provider)

Weekly wage £172.00
40.0 hours per week 40 hours per week between 9.00am - 6.00pm - 5 days per week between Monday and Saturday
18 months (duration)
2 February 2022(start date)
Customer service practitioner (apprenticeship standard)
1 February 2022 (application closing date)
Register interest

Job Description

The successful candidate will join an established team with great culture and working practices. Primarily based at our Chichester Office, with occasional travel to offices in Havant and Felpham. The role will predominantly involve data entry work and answering incoming calls. This is a role where you can develop your skills as the team evolves.

Responsibilities

  • In-house data administration
  • updating and adding company records
  • Answering the main phone line during working hours - transferring calls and taking messages
  • Monitoring the shared Company e-mail account
  • Carry out reception duties - taking deliveries, welcoming visitors and offering refreshments etc
  • To assist in maintaining a safe working environment in accordance with health and safety regulations and policy, such as the Fire Alarm Test and the Fire Register List.
  • Supporting the marketing assistant with promotions and website enquiries
  • Serving customers online and in-store
  • Routine stock checks for office consumables General Office duties such as ordering tea and coffee, re-filling and cleaning the coffee machine, loading and emptying the dishwasher and any other ad-hoc duties as required. Photocopying, scanning and shredding documents

Future Prospects

We would love for the apprentice to become the Marketing manager after 18 months and become a valuable and permanent asset to our growing team.

Reality Check

Travel - Must have the ability to get to work for a 9.00am start and possible 6.00pm finish Monday - Saturday.

Skills Required

  • Excellent communication
  • Flexibility
  • Patience
  • Leadership skills
  • Creativity and innovation
  • Strategic management skills
  • Multi-tasking skills
  • Attention to detail
  • Problem solving
  • Decision making

Qualities Required

  • Confident in talking to new and existing customers
  • Punctual and great at prioritising

Qualifications Required

GCSE in business or IT would be desirable.

Training Provided

Standard - https://www.instituteforapprenticeships.org/apprenticeship-standards/customer-service-practitioner/

Assessment  - https://www.instituteforapprenticeships.org/media/1166/customer_service_practitioner.pdf

Delivery of the standard is based around ten of modules, each consisting of introduction, training, personal study, completion, and observation. We use Smart Screen which is an online hosted resource mapped to the apprenticeship. 

The standard is delivered through a combination of monthly one to one sessions of around 2 -2.5 hours and, where this is a cohort, monthly knowledge sessions of an hour to introduce each knowledge module (7 sessions). 

  • Knowing your customers - Who are you customers? Internal and external customers, managing customer expectations
  • Understanding the organisation - Brand promise. Organisation core values and service culture
  • Meeting regulations and legislation - Regulatory and legislation requirements
  • Systems and resources - Internal systems, equipment and technology. Measurement and evaluation tools
  • Your role and responsibility - Impact of actions. Targets and goals to deliver against.
  • Customer experience - Customer focused experience and how to build trust with customers
  • Product and service knowledge - Products and services available from your organisation and keep up to date
  • Interpersonal skills - Questioning and listening skills. Building rapport with customers.
  • Communication - Verbal and non-verbal communication skills
  • Personal organisation - Self organisation skills, prioritising own workload / meeting deadlines

Each module covers aspects of knowledge, skills and behaviours and helps the learner build the experience and portfolios they need to successfully complete their apprenticeship.

EPA is made up of the learner’s portfolio, a practical observation and a professional discussion.

Register interest

Related