Customer Experience Specialist Service Advisor Apprenticeship
As a Customer Experience Specialist Service Advisor Apprentice, you will develop first-class customer service skills including understanding customer and business needs, critically evaluating customer service levels and implementing changes to improve the customer journey and use appropriate resources and technology to support the needs of the customer. You will acquire the skills to deal with challenging situations and develop plans to drive loyalty and retention and exceed customer expectations.
Working towards a Level 3 Apprenticeship as a Customer Service Specialist you will learn the key principles, practices and skills that underpin the role before further developing and applying your skills in more complex situations.
This role will be based in the Service Department, with a view to developing the skills to start your career in the role of Service Advisor.
People who complete the Customer Experience Specialist Service Advisor Apprenticeship have an exciting career path ahead of them. This apprenticeship may lead to roles including Service Advisor, Customer Support Executive, Service Manager and Product Support Specialist.
The role of a Customer Experience Specialist Service Advisor
Understanding your customers and the business
Developing knowledge of relevant regulations and legislation
Using appropriate resources and technology to meet the needs of customers.
Keeping up to date with the most recent product information
Resolving challenges and managing challenging situations
Understanding the extended customer journey
Understanding how to apply different skills and behaviors in various different situations
Developing insights into customer behavior including influencing factors such as loyalty, emotion and culture
Apply knowledge and skills to find solutions to complex challenges
Analysing service levels and develop options for improvement
Developing new ideas and initiatives to improve your business
Learning knowledge of how to provide the correct customer service within the Motor Industry
Desired Skills and Personal Qualities
First-class customer service skills
Organizational skills
Listening & communication skills
ICT skills
Complaint resolution skills
Problem solving abilities
Ability to work independently and as part of a team
An interest in motor vehicles
Entry Requirements
Age 16+
GCSE grades 4 - 9 (or equivalent A*- C) in:
Mathematics
English Language
Important information
We welcome applications from everyone irrespective of gender and ethnicity. We are committed to equal opportunities therefore if you have a disability please state this on your application form and measures will be put in place to support you.
The employing retailer dictates the remuneration that apprentices receive. They are required to pay, at least, the National Minimum Wage. Further details can be found at https://www.gov.uk/apprenticeships-guide/pay-and-conditions.
You will be required to work the minimum duration of 30 hours per week and a minimum of 20% of your working hours are allocated to ‘off-the-job’ training, which will take place as one-week blocks at our Apprentice Academy in Milton Keynes. We will talk you through this during the application process.
We will support you in gaining Functional Skills in Mathematics and English should you require them.
For advice on completing an application, please refer to the advice and guidance here: https://www.ucas.com/further-education/apprenticeships-and-traineeships/applying-apprenticeship
