Customer Service Apprentice

**Full Job Description**

**Customer Service Apprenticeship**

**Location: Specsavers, Norwich.**

**Hours: Full time to include weekend working - 40 hours**

**Salary: £12,500.00 annual, fixed term contract**

Become an Apprentice for our Norwich optical group and you’ll have everything you need to truly realise your potential - from experience in a full-time role, to an industry-recognised qualification with the support of a global brand, all whilst earning a real wage.

This role is for a contact centre representative where you will be required to work on the computers and telephone to efficiently communicate with our customers, and store staff to resolve all enquiries coming through to our four optical phonelines. You will assist in the operation of the store to achieve sales targets, all while delivering excellent levels of customer service.

**What does the role involve?**
- Efficiently answer all telephone calls for the four optical stores
- Respond positively to customer enquiries and direct them to the appropriate department, where necessary.
- Respond positively to and resolve customer complaints.
- Ensure customers receive advice about when we can provide them with an appointment closest to their requested time.
- Ensure customers receive a positive and friendly approach to excite them about their planned visit.
- Ensure customers are advised of the current promotions and any relevant contact lens or product information.
- Ensure customers details are requested in an empathetic manner.
- Ensure customers are advised their glasses are ready or delayed as appropriate.
- Ensure customers receive a reminder call / text.
- Ensure customer details are recorded accurately.

**Who is this Apprenticeship for?**
- Recent school/college leavers OR those looking for a new challenge
- Individuals who have lived in the UK for 3 years or more, with the right to work in the UK

We are currently looking for individuals who are enthusiastic about providing great customer service and who would like to pursue a career in retail, management or optics. As well as being passionate and motivated in everything you do, it's important that you’re also a great listener and communicator - as that’s what excellent service is all about. In addition to having great communication skills, you’ll also be a team player and have a real passion for making a difference, both in your development and within the business. As a Customer Service Apprentice you will be fully supported through a blend of online and class room training, coupled with on-the-job 121 coaching by fully qualified and highly experienced team members.

It’s essential you **have no more than 6months previous experience **within the Customer Service Sector. This is a new adventure where you will need the organisation, commitment, motivation and enthusiasm to deliver the great customer service our Specsavers visitors love.

**What will you gain?**

Your on-the-job training will sit alongside structured learning that will lead to a nationally recognised qualification. At the end of your first year as an apprentice, you’ll be a fully-fledged **Level 2 Customer Service Practitioner**.

Over the course of 12 months with us, you’ll:

- Earn a salary - paid monthly
- Gain valuable work experience in a full-time role on 40 hours a week
- Receive comprehensive and structured training, supported by a qualified assessor
- Deliver high-quality products and services in an innovative retail environment
- Become part of a team working towards a common goal

**Location**

We are recruiting for the Norwich Contact Centre who manage the calls for all four of their Optical stores.
- Norwich Contact Centre, 15 St Stephens.

Applications without a covering letter or CV will not be accepted.

**What’s next?**

Ready to kickstart your career with a company that will support you to be the best you can be? For more detailed information about the Specsavers Apprenticeship programme, please click the link below.

**Job Types**: Full-time, Fixed term contract, Apprenticeship
Contract length: 12 months

**Salary**: From £12,500.00 per year

**Benefits**:

- Company events
- Company pension
- Employee discount
- Referral programme
- Store discount
- Wellness programme

Schedule:

- 8 hour shift
- Day shift
- Overtime
- Weekend availability

Supplemental pay types:

- Bonus scheme
- Performance bonus

**Education**:

- GCSE or equivalent (required)

Work authorisation:

- United Kingdom (required)

Work Location: One location

Reference ID: CSA2442