Apprenticeship in Customer Service

4 days ago


Leeds, United Kingdom Premier Farnell Full time

This is 12 month apprenticeships where you will working towards a Customer Service Practitioner (Level 2).

Our people make the difference. Relationships matter. Our people are the most critical component of our long-term success. For over 100 years, the most common answer our employees have given to "What’s your favorite part about working for our business?" is, "the people." Not working on space shuttles. Not bringing the newest AI-powered IoT innovations to market.

We don’t just offer a job but a life long career, our true success doesn’t come from products. It comes from people. People like you

We have a number of Apprenticeship places, to join our Customer Relations colleagues in our Commercial Centre in Leeds 12. Easily accessible and on the outskirts of Leeds City Centre, this is a fantastic opportunity to join a professional and friendly team providing a world-class customer experience and learn from the best. This is not your normal customer service job

We are looking for new colleagues who are self-motivated and committed to continuous self-development, someone who enjoys learning and the challenge of every call being different. Working with customers at the heart of new technology, working at pace and learning new things is an everyday occurrence.

Our customer experience is important to us, you will learn to work across multiple channels, to ensure a high level of customer satisfaction at all times. You will learn to collaborate with all key stakeholders and how to be responsible for delivering both sales and service excellence by placing orders; generating additional sales where possible and responding to a variety of customer enquiries including quotation requests and post order issue resolution.

If you are looking to start a new career with the ability to learn within a professional and fast-paced call centre environment, then this role is for you

**What will you be learning to**?
- Handle inbound online and offline requests, within agreed service levels (including first contact resolution and adherence to compliance processes).
- Utilise appropriate selling techniques including up-selling, associated and substitute selling, account and contact penetration, probing for design, product and service opportunities and actively closing orders.
- Deliver Service Excellence through efficiency, accuracy and full utilization of customer service skills when processing orders and dealing with customer enquiries
- Drive own continual development, building and/or maintaining product, customer and industry knowledge.
- Ensure data is complete and accurate, updating internal systems as required.
- Work effectively with all other sales and marketing functions to grow/manage accounts.
- Provide quote preparation, order tracking, backlog processing, invoicing, returns, and discrepancy resolution.
- Support sales team members and/or external customers.
- Identify, investigating and participating in opportunities to improve processes and procedures, to include various key performance metrics.
- Ensure customer claims and complaints are resolved fairly, effectively and in line with consumer laws.

**Skills Required**:

- Excellent English verbal and written skills.
- Be someone who is able to ask questions
- Good communications skills, able to talking to people and listening to their needs.
- Good Computer literacy with excellent keyboard skills.

**Personal Qualities (e.g. punctuality/attention to detail)**:

- Positive attitude
- Punctual
- Good attention to detail
- A passion for learning and wanting to be the best you can be.
- Enjoy achieving your goals
- Like to win

**Hours & Days of work**:
Mon - Thurs: 9am -5:45pm, Fri: 9am - 5am - 38 hours per week

**Holidays**:
25 annual days holiday

**Pension/Benefits**:
In addition to this and linked to the pension there is also access to:
Life Cover and Income Protection

Eye Care Vouchers

Subsidised Canteen

Gym

Long Service Awards

Company Sick Pay

Recommend a Friend

Staff Discount

Online Shopping Portal - Reward Hub

Employee Assistance Program

Give as You Earn Scheme

**Future prospects**:
Upon successful completion of your apprenticeship there may be opportunity for further education or a permanent role within the business.

**Description of Employer**:
Farnell (Part of the Avnet Group) operates across Europe and is a high-service distributor of technology products, services and solutions for electronic system design, maintenance and repair.

Farnell has operations in 38 countries across Europe, serviced from our regional distribution hubs in the UK and Belgium. We are committed to supporting local language, product and shipment needs. As part of Farnell’s global operations, our access to stock and stronger relationships with suppliers, we are better able to serve your needs.

We offer our Customers:

- Same day despatch, fast delivery
- Easy to access eProcurement tools
- 950,000+ products available online
- Excellent customer service
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