Customer Service Apprenticeship

About this apprenticeship

Key Duties & Responsibilities:
Core Functions:
Reception:

First point of contact for the company, providing a positive first impression of Groomers / Styling Products UK
Welcome and greet customers and suppliers who visit Head Office
Provide 1st line support to customers and suppliers via email and/or telephone, providing them with the information required, or directing them to the correct department if necessary
Ensure Reception area is clean, tidy and stocked with relevant documentation

Customer Service:

Managing day to day customer telephone and email enquiries ensuring all verbal and written communication reflects our brand values, is error free and grammatically correct
Managing and delivering excellent product knowledge to the customer from enquiry to order processing
Assisting in the delivery of the annual Tele Sales budget
Preparing and processing customer telephone orders, offering product alternatives for OOS items
Printing and counting daily orders; preparing by nominated courier methods for warehouse team
Supporting Customer Service Team Leader to sell through Pre-Love products
Keeping accurate customer account records capturing all transaction information
Booking in freight orders and liaising with our external freight forwarding team and internal Warehouse Teams to confirm customers of their delivery details and any amends/changes Assisting with the day to day management of our Student and College accounts
Working closely with the accounts teams to ensure all customer orders are placed against a valid and commercially viable account

Training Functions:
Returns Support:

Preparing, Processing and investigating all customer return queries, and advising customer Service Team Leader of any issues and trends for further analysis
Maintaining a clean and tidy returns work area
Supporting the Customer Service Team Leader by taking a detailed summary of the customer complaint details
Ensuing all customer correspondence is correct on the file in readiness for the Customer Service Team Leader to process

Dispatch:

To carry out the efficient and accurate picking, packing, and dispatch of goods
Follow company policies on stock control and inventory management
Contribute to the accuracy of stock takes in line with company policy
Ensure accurate and timely distribution of stock
Ad hoc warehouse duties, as required

Sales & Marketing:

Supporting the Head of Sales & the Sales Team in creation of New Line Forms
Administration of the Amazon Returns process
Assistance in ad hoc Customer requests
Supporting the Brand Team in support of New Product Development (NPD)

General:

Ad hoc support to wider business where required
Undertaking additional duties from time to time that reflect the changing needs of the business

Training

The Apprentice would work towards the Customer Service Practitioner Standard Level 2, this would be through blended learning, live Tutor-led training sessions, both in person and remote. 1-1 training and reviews and Functional Skills maths and English Level 1 if required

What you could go on to do

This will be a fixed term contract for the duration of the apprenticeship, the expectation is that for the right candidate there would be the possibility of a permanent role and further personal development