At a Glance
- 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.
- Other info: This apprenticeship offers a structured learning path with support throughout your journey.
- 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.
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
The Caravan and Motorhome Club is an exceptional employer, offering a supportive work culture that prioritises employee development through the Level 2 Customer Service Practitioner apprenticeship. With a commitment to diversity and inclusion, employees are encouraged to grow their skills in a dynamic environment, while enjoying the flexibility of working from both home and our East Grinstead office. Join us to be part of a team that values your contributions and provides meaningful opportunities for career advancement.
StudySmarter Expert Advice🤫
We think this is how you could land Apprentice Contact Centre Agent (Level 2 Customer Service Practitioner)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Caravan Club Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Caravan Club Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Apprentice Contact Centre Agent (Level 2 Customer Service Practitioner)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Caravan Club Limited:Your cover letter is your chance to shine! Tell us why you want to work at Caravan Club Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Caravan Club Limited!
How to prepare for a job interview at Caravan Club Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
