Customer Service Apprentice Barnsley College The Fleets

Develop an understanding of the business, its ‘brand promise', values and service culture and uphold this through the services provided Understand and follow internal policies and procedures, including any complaints processes and digital media policies Understand the needs and expectations of the business’s customers and strive to meet these through excellent customer service delivery Understand and uphold appropriate legislation and regulatory requirements Use systems, equipment and technology to meet the needs of the customers Monitor customer service levels Establish facts that enable the creation of a customer-focused experience and appropriate response Build trust with a customer Understand the products or services that are available from the organisation and keep up to date  Use appropriate communication methods, depending on the task and environment Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the business’s brand Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and the business Demonstrate patience and calmness Understand the customer’s point of view Use appropriate signposting or resolution to meet customer needs and manage expectations Maintain informative communication during service recovery Take ownership of keeping service knowledge and skills up to date  Consider personal goals and propose development opportunities Act on and seek feedback to develop or maintain personal service skills and knowledge Frequently and consistently communicate and work with colleagues in the interest of helping customers efficiently Treat customers as individuals to provide a personalised customer service experience Demonstrate personal pride in the job through appropriate dress and positive and confident language Take ownership from the first contact and then take responsibility for fulfilling the promise to the customer

Training:
Delivery to be completed on-site and 6 hours per week off the job training either at Barnsley College or your place of work Student to complete a a Customer Service Practitioner Level 2 Apprenticeship Functional skills if required

Training Outcome:
Possible progression opportunities

Employer Description:

Barnsley College offers a broad range of study options designed to support learners at every stage of their journey, including vocational programmes, A Levels, T Levels, apprenticeships, adult courses, and university-level qualifications. With subjects spanning areas such as business, healthcare, digital technologies, construction, art, sport, and many more, students can choose from a diverse selection of pathways to suit their interests and career goals.

Working Hours :
Monday - Thursday, 8.30am - 5.00pm and Friday, 8.30am - 4.30pm.

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Administrative skills,Team working,Initiative