Customer Service Apprenticeship

Key Duties & Responsibilities

CORE FUNCTIONS

Reception

First point of contact for the company, providing a positive first impression of Groomers / Styling Products UK. Welcome and greet customers and suppliers who visit Head Office. Provide 1st line support to customers and suppliers via email and/or telephone, providing them with the information required, or directing them to the correct department if necessary. Ensure Reception area is clean, tidy and stocked with relevant documentation.

Customer Service

Managing day-to-day customer telephone and email enquiries, ensuring all verbal and written communication reflects our brand values, is error-free and grammatically correct. Managing and delivering excellent product knowledge to the customer from enquiry to order processing Assisting in the delivery of the annual Tele Sales budget Preparing and processing customer telephone orders, offering product alternatives for OOS items. Printing and counting daily orders; preparing by nominated courier methods for warehouse team Supporting Customer Service Team Leader to sell through Pre-Love products Keeping accurate customer account records capturing all transaction information Booking in freight orders and liaising with our external freight forwarding team and internal Warehouse Teams to confirm customers of their delivery details and any amends/changes Assisting with the day-to-day management of our Student and College accounts Working closely with the accounts teams to ensure all customer orders are placed against a valid and commercially viable account.

TRAINING FUNCTIONS

Returns Support

Preparing, Processing and investigating all customer return queries, and advising Line Manager of any issues and trends for further analysis. Maintaining a clean and tidy returns work area. Supporting the Line Manager by taking a detailed summary of the customer complaint details. Ensuring all customer correspondence is correct on the file in readiness for your Line Manager to process.

Dispatch

To carry out the efficient and accurate picking, packing, and dispatch of goods. Follow company policies on stock control and inventory management. Contribute to the accuracy of stock takes in line with company policy. Ensure accurate and timely distribution of stock. Ad hoc warehouse duties, as required.

Sales & Marketing

Supporting the Sales Team in creation of New Line Forms. Administration of the Amazon Returns process. Assistance in ad-hoc Customer requests.

General

Ad-hoc support to wider business where required. Undertaking additional duties from time to time that reflect the changing needs of the business.

Training:

The Apprentice would work towards the Customer Service Practitioner Standard Level 2. This would be through blended learning, live Tutor-led training sessions, both in-person and remote. 1-1 training and reviews and Functional Skills Maths and English Level 1 if required.

Training Outcome:

This will be a fixed-term contract for the duration of the apprenticeship. The expectation is that for the right candidate there would be the possibility of a permanent role and further personal development. 

Employer Description:
The Groomers story began in the 1990s with a dog groomer, a vet school and an idea to reduce dry, itchy skin and hair loss in dogs. This led to the development of Evening Primrose Oil Shampoo, designed to help restore their coats and replenish their skin. Since then, we have expanded our animal bathing range considerably, and now supply an extensive range of equipment to professional groomers and a full range of pet supplies. We still manufacture our own brand bathing liquids, including that famous Evening Primrose Oil Shampoo, and are now one of the leading supply companies in the industry, doing our best to provide everything needed to groom pets with care and get amazing results in the process. We’ve recently introduced our My-Pet platform, especially for pet owners, which brings professional expertise to home grooming.

Working Hours :
08:30 – 17:00, Monday to Thursday and 08:30 – 16:00 on Friday.

Skills:
Communication skills,IT skills,Organisation skills,Customer care skills,Analytical skills,Team working,Initiative,Multi Task,Can-do Attitude