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For Companies At a Glance
- Tasks: Support customers by handling requests, complaints, and queries while enhancing their experience.
- Company: Join a leading company committed to excellent customer service and personal development.
- Benefits: Gain a Level 3 qualification, mentorship, and flexible learning opportunities.
- Other info: Enjoy a dynamic apprenticeship with a blend of online and face-to-face learning.
- Why this job: Kickstart your career in customer service with hands-on experience and expert guidance.
- Qualifications: No specific qualifications required, just a passion for helping others.
Quest Apprenticeship
Customer Service Specialist – level 3
Overview
Description
Quest apprenticeships give learners the opportunity to gain new skills, knowledge and behaviours which can be put into practice in the workplace and are a great development opportunity. Study is alongside your current role and there is no change to terms and conditions.
As an advocate for customer service, you\’ll currently be in a role where you deal with customer requests, complaints and queries, often acting as a referral point for dealing with more complex customer requests, complaints, and queries. In this apprenticeship you\’ll discover what contributes to offering a positive customer experience.
Topics covered
- Business knowledge and understanding
- Customer journey
- Customer needs and insights
- Providing positive customer experience
- Culture and environment awareness
- Service delivery and improvement
What’s in it for me?
You will achieve the Level 3 Customer Service Specialist apprenticeship by developing the knowledge, skills and behaviours which will set you in good stead for your progression. As an expert in GWR\’s products and services, you will also become confident in sharing your knowledge with colleagues to support their development. You\’ll work with your tutor, skills officer and a GWR mentor to achieve your goals.
During this 18-month programme, you will be required to be released for learning for approximately two days a month, and in addition you should also expect to study and complete assignments in your own time. Once training has been concluded there will be an End Point Assessment.
Our delivery partner
The programme will be delivered by Ofsted Outstanding Exeter College mainly online with some face-to-face sessions, as well as online support and eight weekly reviews. Tutors from Exeter College will work with you to prepare you for the End Point Assessment.
Functional Skills for maths and English are no longer mandatory, however can be undertaken with line manager agreement. Exeter College will continue to offer support where need with maths and English throughout the apprenticeship.
Applicants will be required to complete an application form and if short listed, a short on-line information session with the college tutor.
Please note, as part of the short-listing process, your application form will be shared with Exeter College.
You can find out more about the apprenticeship and what you can expect to learn here: https://www.instituteforapprenticeships.org/apprenticeship-standards/st0071-v1-2
For further information please contact
Sarah Elkins, Coach and Mentor on 07788 153841
Adele Wheeler, Coach and Mentor on 07525 275374
Ekaterina Cherkasenko, Coach and Mentor on 07590 601119
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Quest Apprenticeship – Customer Service Specialist employer: FirstGroup Internal
Contact Detail:
FirstGroup Internal Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Quest Apprenticeship – Customer Service Specialist
✨Tip Number 1
Get to know the company inside out! Research GWR's values, products, and customer service approach. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your customer service scenarios! Think about how you'd handle different customer queries or complaints. Role-playing these situations can boost your confidence and prepare you for any questions during interviews.
✨Tip Number 3
Network like a pro! Connect with current or former apprentices on LinkedIn or through social media. They can provide insider tips and might even give you a heads-up about what to expect during the application process.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're proactive and serious about landing this apprenticeship. Don’t forget to follow up if you don’t hear back!
We think you need these skills to ace Quest Apprenticeship – Customer Service Specialist
Some tips for your application 🫡
Be Yourself: When filling out your application, let your personality shine through! We want to see the real you, so don’t be afraid to share your experiences and how they relate to customer service.
Tailor Your Application: Make sure to customise your application for the Customer Service Specialist role. Highlight any relevant experience you have with customer requests and complaints, as this will show us you understand what the job entails.
Show Your Passion: Express your enthusiasm for customer service in your application. We love candidates who are genuinely excited about helping others and improving their experience, so let that passion come through!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and keep everything organised. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at FirstGroup Internal
✨Know Your Customer Service Basics
Brush up on the fundamentals of customer service before your interview. Understand key concepts like the customer journey and how to handle complaints effectively. This will show that you’re not just interested in the role, but that you also have a solid grasp of what it entails.
✨Prepare Real-Life Examples
Think of specific situations where you've successfully dealt with customer queries or complaints. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you demonstrate your skills and experience in a relatable way.
✨Research the Company Culture
Familiarise yourself with the company’s values and culture. Understanding what they stand for will allow you to tailor your responses to align with their expectations, showing that you’re a good fit for their team.
✨Ask Thoughtful Questions
Prepare a few insightful questions to ask at the end of your interview. This could be about the training process or how success is measured in the role. It shows your enthusiasm and interest in the apprenticeship, making you stand out as a candidate.