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 professional growth.
- Benefits: Gain a Level 3 qualification, mentorship, and flexible learning opportunities.
- Other info: 18-month apprenticeship with online and face-to-face support from expert tutors.
- Why this job: Develop essential skills in customer service and make a real difference in people's experiences.
- 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
Quest Apprenticeship – Customer Service Specialist in Westbury employer: FirstGroup Internal
At GWR, we pride ourselves on being an excellent employer that fosters a supportive and inclusive work culture. Our Quest Apprenticeship programme not only equips you with essential customer service skills but also offers tailored mentorship and development opportunities to help you thrive in your career. With a commitment to employee growth and a focus on delivering exceptional customer experiences, GWR is the ideal place for those seeking meaningful and rewarding employment in the heart of the community.
StudySmarter Expert Advice🤫
We think this is how you could land Quest Apprenticeship – Customer Service Specialist in Westbury
✨Get Involved in Local Learning Communities
Join local adult education groups or community centres that host classes. It’s a great way to meet people in the same field, plus they often know about apprenticeship opportunities before they're posted online.
✨Leverage Your Network
Reach out to anyone you’ve met during your studies or any courses you’ve taken. Ask them if they know of any apprenticeship roles, especially in local education organisations, as they might just have the inside scoop on openings at places like FirstGroup Internal.
✨Show Off Your Passion for Lifelong Learning
In interviews and conversations, express your enthusiasm for adult education. Share experiences where you’ve helped others learn or even ongoing projects you're involved in. It’ll set you apart and show you’re committed to the field.
✨Apply Early and Often!
Many apprenticeships have specific application windows, so don’t hesitate to apply as soon as you see a role that interests you—especially at FirstGroup Internal. Keep checking their website and transfer any tips you gather from networking into your applications!
We think you need these skills to ace Quest Apprenticeship – Customer Service Specialist in Westbury
Some tips for your application 🫡
Show Your Passion for Learning:When applying for an apprenticeship in adult continuing education, it's vital to highlight your enthusiasm for teaching adults and facilitating their learning journeys. Use your cover letter to share specific experiences that showcase your motivation to empower others and expand your own skills in this rewarding field.
Highlight Relevant Experience:Even if your experience isn't directly in education, include any relevant roles you've had, like mentoring, tutoring, or leading workshops. Showcase how these experiences shaped your understanding of adult learners and educational methods—this can really set you apart!
Tailor Your CV to the Educational Sector:Make sure your CV reflects your understanding of adult learning principles, and include any certifications or courses you've done in education or training. Using keywords that resonate with adult education can also help your application stand out to FirstGroup Internal.
Be Ready to Discuss Your Learning Style:Since this apprenticeship is about fostering learning, be prepared to discuss how you learn best and how you can adapt to meet the needs of diverse adult learners. Think about including a short section in your cover letter that showcases your adaptability and commitment to personal growth in educational methods!
How to prepare for a job interview at FirstGroup Internal
✨Show Your Passion for Education
In adult continuing education, demonstrating a genuine passion for teaching and learning is key. Be ready to share any experiences that showcase your enthusiasm for helping others learn, whether it's tutoring, mentoring, or even sharing your own learning journey.
✨Highlight Your Communication Skills
Effective communication is crucial in adult education. Prepare to discuss how you've adapted your communication style to suit different audiences. Maybe think of a time when you tailored your message for a group of learners with varying levels of experience.
✨Get Familiar with Learning Tools
As this is an apprenticeship, you'll likely be using various educational tools and platforms. Do a bit of homework on popular tools in the field like Learning Management Systems (LMS) or any specific software that FirstGroup Internal uses, and be prepared for questions about your comfort level with technology.
✨Demonstrate Your Willingness to Learn
As an apprentice, your learning potential is as important as your current skills. Be ready to discuss how you approach learning new concepts and how you’ve adapted in previous roles. Showing that you’re keen to grow in this field can really set you apart!
