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- Tasks: Promote and sell Club services, handle enquiries, and resolve complaints via various communication channels.
- Company: Join the Caravan and Motorhome Club, a vibrant community dedicated to outdoor adventures.
- Benefits: Enjoy flexible working options, competitive salary, and valuable training opportunities.
- Why this job: Gain hands-on experience in customer service while making a positive impact on members' experiences.
- Qualifications: A levels or equivalent GCSEs in English and Maths; customer service experience is a plus.
- Other info: This apprenticeship offers a structured learning path with support throughout your journey.
Department: Membership Services
Reporting to: Membership Services Team Manager
Start date: 8 July 2024
About the job: To promote and sell a range of Club services and products, handle member and non-member enquiries and resolve complaints to the required standards. Provide excellent customer service in relation to all product areas via inbound calls, outbound calls, e-mail, WebChat and/or social media as required.
Key Tasks/Accountabilities:
- To undertake the completion of the Level 2 Customer Service Practitioner apprenticeship programme (minimum 12 months, plus a 3 month end placement assessment - EPA).
- In conjunction with business requirements, to undergo training and comply with current and ongoing FCA regulatory requirements.
- To promote and sell to members all the Club's services relating to Membership, UK Sites and potentially Caravan Cover or Travel, ensuring compliance with all standards.
- To undertake, as required, ongoing learning activity to develop product knowledge across the full range of products to meet operational requirements.
- To provide a high level of customer service and product information to our members and potential members, in accordance with the Club's standards and strategic goals, processing and escalating calls as necessary to ensure first time resolution wherever possible.
- To assist other sections of the department and represent the Club at outside events as required.
Essential Skills & Experience Required:
- A level educated with a minimum of Level 4 GCSE level for English and Maths.
- Previous experience of a customer service role is advantageous.
- Good communication skills, both verbal and written.
- Knowledge of Google Suite is advantageous.
- Ability to demonstrate a confident, empathetic and passionate approach to customer service.
- Ability to adapt to new systems/changes/procedures as required.
Due to FCA (Financial Conduct Authority) regulations, candidates will need to provide relevant information to complete a Basic Criminal Records Check. These will be undertaken via Experian through a secure and confidential portal.
Location: Ideally you will be able to work effectively from both home and our East Grinstead office location as required, although the majority of the working time will be office based.
Up to £18,500 per year depending on experience.
Working hours: 35 hours per week. Daily working hours will be 08:45 - 16:45 or 09:30 - 17:30 (10:00 - 18:00 March - August) rotated each week Monday to Friday, including a 1 hour lunch break (unpaid) and 2 x 15 minute breaks.
Over the course of the 15 months as an apprentice, you’ll develop the skills and experience to manage a variety of tasks including how to promote and sell a range of Club services and products, handle member and non-member enquiries and resolve complaints. You’ll undertake the Level 2 Customer Service Practitioner apprenticeship and we will provide you with the support that you need to achieve this.
You will be required to attend, complete and evidence the required tasks in line with the Customer Service Practitioner Apprentice Programme, which is a minimum of six hours per week. This is within your normal working day and much of the evidence required will be part of the job role. You will also be required to attend regular meetings with an external assessor to discuss the progression of the programme, which is also incorporated into your standard working hours.
Either before or during the apprenticeship, apprentices will be required to achieve level 1 qualifications in English and Mathematics (equivalent to GCSE Level 4) prior to taking end point assessment (EPA).
Success Criteria:
- Demonstrate the ability to support your manager within the role’s responsibilities as outlined and defined in the job description to the required standard.
- Build the relevant business skills and knowledge within the sector.
- Successfully complete the L2 Customer Service Practitioner apprenticeship programme.
The Caravan and Motorhome Club is committed to employing a diverse workforce. All applications are treated equally and we recruit purely on the basis of skills and experience. We know our greatest strength is our people, so differences are celebrated, and we strive to create an environment where colleagues feel respected and valued for their unique potential.
To apply for this role just send your up-to-date CV and a covering letter to our Head Office recruitment team.
Apprentice Contact Centre Agent (Level 2 Customer Service Practitioner) employer: Caravan Club Limited
Contact Detail:
Caravan Club Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Apprentice Contact Centre Agent (Level 2 Customer Service Practitioner)
✨Tip Number 1
Familiarise yourself with the Club's services and products. Understanding what you will be promoting and selling will not only boost your confidence but also help you answer member queries effectively during interviews.
✨Tip Number 2
Practice your communication skills, especially in a customer service context. Role-playing common customer scenarios with friends or family can help you articulate your responses clearly and empathetically.
✨Tip Number 3
Research the Financial Conduct Authority (FCA) regulations relevant to the role. Having a basic understanding of these regulations will show your commitment to compliance and readiness for the apprenticeship.
✨Tip Number 4
Be prepared to discuss your adaptability to new systems and procedures. Think of examples from past experiences where you've successfully navigated changes, as this is crucial for the role.
We think you need these skills to ace Apprentice Contact Centre Agent (Level 2 Customer Service Practitioner)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, especially any roles where you've handled enquiries or resolved complaints. Emphasise your communication skills and any familiarity with Google Suite.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific skills that align with the job description, such as your ability to provide excellent customer service and adapt to new systems.
Showcase Your Qualifications: Clearly state your educational background, particularly your GCSE results in English and Maths. If you have any additional qualifications or training related to customer service, be sure to include those as well.
Demonstrate Your Passion: Use your application to convey your passion for customer service. Share examples of how you've gone above and beyond to assist customers in previous roles, showcasing your empathetic approach.
How to prepare for a job interview at Caravan Club Limited
✨Research the Company
Before your interview, take some time to learn about the Caravan and Motorhome Club. Understand their services, values, and mission. This will help you tailor your answers and show genuine interest in the role.
✨Prepare for Customer Service Scenarios
Since the role involves handling member enquiries and resolving complaints, think of examples from your past experiences where you provided excellent customer service. Be ready to discuss how you handled difficult situations and what you learned from them.
✨Showcase Your Communication Skills
Good communication is key in this role. Practice speaking clearly and confidently about your experiences. During the interview, listen carefully to the questions and respond thoughtfully, demonstrating your verbal and written communication skills.
✨Demonstrate Adaptability
The job requires adapting to new systems and procedures. Be prepared to discuss times when you successfully adapted to change in previous roles or situations. Highlight your willingness to learn and grow within the company.
