Customer Service Executive Apprenticeship

**Full Job Description**

**Customer Service Executive Apprenticeship**

**About Us**
At Living at Home, we are more than just a care company—we are a close-knit, dedicated team on a mission to grow sustainably while providing high-quality, compassionate home care. Our commitment to exceptional service is at the heart of everything we do.

We are on a mission to become the #1 home care provider in our area, and outstanding customer service plays a vital role in helping us achieve this. To make it happen, we need YOU—a passionate and proactive individual eager to kickstart a career in customer service.

**About the Role**
This is not your typical apprenticeship; it’s an opportunity to learn, grow, and make a meaningful impact. As a **Customer Service Executive Apprentice**, you’ll be at the forefront of supporting customers and prospects, building relationships, solving problems, and ensuring a positive service experience.

You will learn how to:

- Provide comprehensive information and guidance to customers about services and products.
- Manage and update customer data accurately while ensuring compliance with data protection policies.
- Build trust and strong relationships by addressing customer needs effectively.
- Collaborate with team members to meet customer service targets.
- Use customer feedback to identify opportunities for service improvement.

**We’ve got the passion...**
**We’ve got the dedication...**
**Now we need YOU to help us deliver outstanding customer experiences.**

**What’s in It for You?**
- Hands-on experience in customer service and relationship building.
- Training in communication, problem-solving, and customer relationship management tools.
- A supportive and inclusive team environment.
- The chance to develop your skills and grow your career in customer service.

**About You**
We’re looking for someone with:

- A strong customer-focused attitude and a passion for helping others.
- Excellent verbal and written communication skills.
- Problem-solving abilities and a calm, resourceful approach to challenges.
- A proactive mindset and the ability to work independently when needed.
- An eagerness to learn and adapt to new tools and situations.
- Professionalism, reliability, and respect for colleagues and customers alike.

**Key Responsibilities - Customer Service Executive Apprenticeship**
- **Engage with Customers and Prospects**
- **Provide Information and Support**

Assist customers with details about services and products, guiding them through the sales process.
- **Handle Communications**

Manage incoming calls and follow up on leads to address queries and confirm customer satisfaction.
- **Build Relationships**

Foster trust and positive connections by addressing customer needs effectively and resolving issues promptly.
- **Collaborate with the Team**

Work closely with colleagues to maintain high-quality customer service and meet team goals.
- **Update Customer Records**

Accurately process and maintain records of customer interactions while adhering to data protection standards.

**Essential Skills & Qualifications**
- **Qualifications Required**:

- GCSEs (or equivalent): English and Mathematics at grades A*-D (or 9-3).
- Basic IT Skills: Familiarity with Microsoft Office and the ability to learn CRM systems.
- **Key Skills**:

- Strong communication skills, both written and verbal.
- Problem-solving abilities to address customer concerns effectively.
- Organised and reliable, with attention to detail.
- **Desirable (but not essential)**:

- Customer service certifications or experience.
- Familiarity with tools like Zendesk or HubSpot.

**Why Join Us?**
At Living at Home, you’ll be part of a supportive team committed to making a difference. We offer:

- A competitive apprenticeship salary, with clear progression opportunities.
- Comprehensive training and mentorship to develop your customer service skills.
- A positive and inclusive working environment where your ideas are valued.

**What Your Typical Day Will Look Like as a Customer Service Executive Apprentice at Living at Home**

**8:30 am**:
Log into our CRM system to check for new enquiries, follow-up tasks, and updates from the previous day. Organise your priorities to ensure a productive day ahead.

**9:00 am**:
**9:30 am**:
Follow up with customers and prospects. Make outbound calls to address questions, confirm appointments, or gather feedback, ensuring all updates are accurately logged in the CRM.

**11:00 am**:
Join a short team meeting to share updates and discuss customer insights gathered from the CRM. Collaborate on improving processes, addressing challenges, and enhancing the overall customer experience.

**12:00 pm**:
Take a well-earned lunch break to recharge. Enjoy a meal, take a walk, or relax with colleagues before diving into the second half of the day.

**1:00 pm**:
Focus on updating and maintaining customer records in the CRM system. Track new information, monitor progress on ongoing tasks, and ensu