Customer Service Apprentice Barnsley College The Fleets
Barnsley College
Apprenticeship Level 2
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About the Role
This role invloves helping Foundation Learning students on the reception desk and interacting with parents, students, and external visitors. It’s a lively, busy, and sometimes challenging environment.
- 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
- Possible progression opportunities
About the 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
About the Employer
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.
Skills Required
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Administrative skills
- Team working
- Initiative
Training Provider
BARNSLEY COLLEGE
Course/Training
Customer service practitioner (level 2)
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