Customer Loyalty Apprentice

The main objective of this role is to provide general administration and customer service support for the Loyalty programme. Sitting within the Customer Loyalty team this role will be the first point of contact for customer queries (installers) relating to promotional queries and our loyalty programme.

The role is varied, fast paced, and will flex according to the needs of the customer and business. You will be based in the Sales department and will primarily be within the Customer Loyalty Team. A flexible approach is needed to support wider sales and marketing initiatives and tasks.

The role will encompass all aspects of customer query handling, from the general loyalty scheme management, current campaigns and promotions to registrations and the digital tools (app, dashboard etc).

Key Focuses –

Handling installer queries – through phone calls, installer mailbox and social media, ensuring that installers are not waiting more than 48 hours for a response. Always driving to improve the customer experience that installers have with Worcester Bosch Handling sales team queries – through mailbox, phone, MS Teams Board to ensure they have answers to all their requests when supporting the installers Excellent Service – ensuring effective communications and expectations are managed with colleagues and installers when supplying information and/or resolving issues

Training:

Formal training is delivered at HWGTA, located in Worcester (WR4 9GN).

You will receive a training plan that is specific to your qualification, with sessions that are delivered through a combination of face-to-face and remote.

You will receive monthly visits from your assigned Learning and Development Specialist, who will set you work, monitor your development and wellbeing, and discuss training sessions. They will also prepare you for your End Point Assessment to gain your Customer Service Practitioner Level 2 qualification.

Training Outcome:

Potential opportunity for a Customer Loyalty Coordinator role on completion on apprenticeship. Shadowing opportunities to be arranged during your apprenticeship to explore avenues for progression within the company beyond the initial apprenticeship.

Employer Description:
Formed in 1962 in Worcester. Worcester, Bosch Group has had many transformations during its history, growing from a small engineering works to the market leader in boilers in the UK that it is today. In 1992 Worcester heat systems joined the Bosch Group to become an important element of Europe's premier domestic heating equipment company.

Working Hours :
8.00am - 5.00pm Monday, Tuesday, Wednesday, Thursday and 8.00am - 4.00pm Friday, including 1 hour lunch break unpaid. Requirement to be onsite.

Skills:
Communication skills,IT skills,Customer care skills,Problem solving skills,Number skills,Team working,Initiative,Written skills,Forward thinking,Ability to work under pressure,Flexibility,Punctuality,Excellent attendance,Reliable,Dedicated,Self-motivated