MA Customer Service Apprentice

4 weeks ago

Glasgow, United Kingdom M Group Services Full time
About The Role

Morrison Water Services  is recruiting for a Modern Apprentice  completing a Business & Administration Apprenticeship at SCQF level 6.

You will be joining Caledonia Water Alliance which isa joint venture alliance between  AECOM and Morrison Water Services , we support the delivery of  Scottish Water’s  SR21 Capital Investment Programme.

CWA are responsible for the delivery of a pan Scotland £700M water and wastewater infrastructure programme over a 6-year alliance framework.

This is a fantastic opportunity to gain recognised and accredited qualifications whilst you earn and gain a vast amount of experience within a highly respected company.

With the support of your work-based mentor, your responsibilities will increase as your skills and technical knowledge develop.

This role is full time office based in Glasgow, Stepps, so you will need to able to commute to the office.

Please note there will be an Assessment Centre which will take place on 18th June 2024. You must be able to attend to be considered for the programme. 

Specific activities relating to Customer Service Apprenticeship

Shadowing: Spend time shadowing experienced customer service representatives to observe how they interact with customers, handle inquiries, and resolve issues. Handling customer contacts: Practice responding to customer inquiries via email or telephone, focusing on providing clear and concise responses in a timely manner. Understanding Company Policies: Study company policies and procedures related to customer service, including return policies, warranty information, and escalation procedures. Developing Communication Skills: Work on improving your communication skills, both verbal and written, as effective communication is essential in customer service roles. Receiving Feedback: Solicit feedback from your mentor or supervisor on your performance and use it as an opportunity for growth and improvement. Attending Training Sessions: Take advantage of any training sessions or workshops offered by your company or external organizations to enhance your customer service skills. Understanding Customer Needs: Develop empathy and active listening skills to better comprehend and address customer needs and concerns. Setting Goals: Set specific goals for yourself, such as improving your response time to customer inquiries or increasing customer satisfaction ratings and track your progress over time.

Knowledge, Skills, Qualifications and Experience: 

You will ideally have a basic level of numeracy and literacy and will undertake SVQ in Business and Administration at SCQF level 6 as part of the Apprenticeship programme, which is equivalent to GCSE qualifications. You must be able to travel to your home depot or work location every day.

Apprenticeship Development Scheme in Depth

As a MA Apprentice within Morrison Water Services, you will undertake both a technical programme as well as our internal EU Skills endorsed Apprenticeship Development Scheme (ADS) programme.

The ADS programme is a blend of online and face to face sessions, involving the development of soft skills and being supported by mental health/pastoral care. Some elements of the scheme are residential, which will take place around the UK. Therefore, applicants must be prepared to travel and stay away from home. 

The remainder of your time will be spent with our training provider or under their supervision on agreed location.

Whilst on your apprentice programme, your travel to and from the providers’ locations, hotel accommodation, and all meals will be provided.

Career Development

We are very keen that our apprentices develop and progress within our business, to reinforce the skills needed to deliver future work within the water sector. Beyond the apprenticeship, there will opportunities to take the next step in your career, into other suitable roles within the business. We have additional training in place to facilitate this.

The Benefits and Perks...

Cycle to Work Scheme Life Assurance Retail Discounts Access to our Employee Assistance Programme Enhanced Maternity and Paternity Leave 25 days holiday, increasing with length of service. Joining an experience team where you can develop your skills and experience.

The Next Step...

So you know, all our applications are reviewed by humans, so if you don't hear back straight away don't panic, we receive a high volume of applications and you will receive an email letting you know where you are in the recruitment process.

#mws Notes/Brief for Recruitment Team: About The Company

M Group Services delivers a range of essential infrastructure services within the water, energy, transport and telecommunications sectors in the UK & Ireland. We have built and maintained relationships with our clients over a number of years and have a strong culture that continuously focuses on safety, operational delivery, efficiency and customer service. We are committed to profitable growth both organically and through acquisitions. M Group Services, a trusted employer to over 10,000 skilled specialists working from 240 locations, operates a divisional structure aligned with its end markets.

At M Group Services we recognise and value the benefits from our workforce diversity. We work hard to build and maintain inclusive environments and develop a culture where our people feel included and valued.

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