Customer Service Apprentice

To effectively achieve the following core responsibilities of the Contact Centre:

Handling all relevant customer interactions, through phone, email and live chat, which includes booking appointments for maintenance and repairs Resolving customer queries and complaints Remote troubleshooting, utilising problem-solving skills and persuasive communication Capturing, maintaining, and ensuring the quality of customer data within our databases To have contact with internal and external customers Collaborating within your team and other supporting departments to ensure outstanding customer service and enhance networking To provide ‘World Class’ Customer Service by identifying needs, offering solutions, and resolving queries efficiently To work in line with our company vision “Warming lives, protecting our future" Participate in training and development activities to enhance your skills and knowledge Follow company policies and procedures to maintain service quality and compliance

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.

Additional training for functional skills in English and maths will be undertaken if needed.

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

There is also a five-day team building residential trip that is held in the spring of each year.

Training Outcome:

Potential opportunity for a Customer Service Advisor 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. https://www.worcester-bosch.co.uk/about/history

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

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