Customer Service Advisor Apprenticeship

The role of a Customer Service Advisor is to provide each and every one of our customers with consistently high levels of service at every contact with our dealerships.

This exciting apprenticeship programme is ideal for someone who enjoys engaging with people, a challenging and varied working environment, and who wants to develop a long-term career with an ambitious automotive brand.

THE ROLE OF A CUSTOMER SERVICE ADVISOR

The Apprenticeship Programme is geared toward training the right candidate to become a qualified Customer Service Advisor. But what does a Customer Service Advisor actually do?

The Customer Service Advisor role varies slightly by the employer, based upon the specific needs of the location. The below explanation is, therefore, a guide to support you in understanding what the role might entail.

A Customer Service Advisor deals directly with customers and acts as a go-between between the customer and Service Technicians, scheduling vehicle service work. They will handle administrative and customer relations aspects of service department operations. Their duties may vary slightly from employer to employer depending on the size of the company, but they commonly include:

• Interpreting customer concerns and comments and liaising with technicians
• Booking/scheduling vehicle services
• Liaising with customers about any additional work required
• Estimating time and costs associated with repairs
• Handling customer complaints
• Responding to customer requests
• Tracking the vehicle through the workshop

WORKING WEEK

Monday - Friday 8:00am to 5.30pm, Saturday 8:00am to 12.30pm. Total hours per week: 44 (dependant on age of employee).

Our Apprenticeship Programme is an excellent way of ensuring we have high-quality people working within our Dealer Network. We’re looking for ambitious candidates ready to take ownership of their development, work hard to achieve their potential, and grow with an ambitious employer.

All learners will be required to work the minimum apprenticeship duration of 30 hours per week. At least 20% of your working hours will be allocated to off-the-job training. We’ll support you to understand the working hours during the recruitment process.

YOUR DEVELOPMENT

Our Apprenticeship Programme is an excellent way of ensuring we have high-quality people working within our business. We’re looking for ambitious candidates ready to take ownership of their development, work hard to achieve their potential, and grow with an ambitious employer.

The Programme typically lasts for 12-14 months and you’ll achieve a nationally recognised qualification.

We will support you to gain your Functional Skills (Core Skills in Scotland), if you require them, in Maths and English.

Block training is complemented by a combination of regular coaching visits from one of our experienced Coaches as well as Virtual Classroom sessions and E-Learning modules.

SKILLS & PERSONAL QUALITIES

All of our opportunities receive a really good response and so we’re looking for you to demonstrate why you stand out from the crowd. We’re not looking for the finished article; rather we want to identify those people that are ambitious and demonstrate a willingness to learn, who are excited by the prospect of working with our fantastic, technologically advanced vehicles, and really engage in the recruitment process.

The Performance Academy commits to supporting the development of its Apprentices technical, employability, and broader personal development skills, to ensure they can progress and develop their career. That is why when it comes to selecting the right people to become apprentices, it’s as much about attitude as it is about vocational and academic success. That’s why in addition to the qualifications we require from you, we’ll also look for you to possess the following key behaviours. From problem-solving abilities to an enthusiasm for our industry, these are all attributes that will be vital in your role and will be assessed throughout the application process.

• Willingness to learn
• Team working/working with others
• The motivation for the role/automotive and engineering interest
• Personal responsibility and career ownership
• Problem-solving

FUTURE PROSPECTS

There are lots of opportunities to develop your career within our expanding business. Your early development is carefully mapped through your Apprenticeship journey with your learning focussed toward achieving an industry-recognised qualification.

This is the grounding for your future development within the network and opportunities exist, once qualified, to further develop your skills and to move into new roles.

ENTRY REQUIREMENTS

Age: 16+

Prior Attainment: GCSE (or equivalent) grade A*-C or 9-4 in Maths and English. Predicated grades are accepted.

‘Equivalent’ grades include:

• BTEC first diplomas and certificates
• OCR Nationals
• Key Skills Level 2
• NVQs
• Essential Skills (Wales)
• Functional Skills Level 2
• Core Skills (Scotland)

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