• Answer incoming customer calls, resolving basic issues where possible and transferring queries to the appropriate department.
• Manage internal mailboxes by responding to customer queries promptly and liaising with relevant teams to achieve the right outcome.
• Monitor and manage the customer job management system, resolving first-line issues and escalating more complex cases as required.
• Maintain accurate records of customer interactions and ensure issues are followed through to resolution.
• Deliver excellent customer service by handling all interactions professionally, empathetically, and efficiently.
• Support with general administrative tasks as required to ensure smooth team operations.
• Assist in preparing and processing customer orders to ensure accuracy and timely delivery.

• UNIT 9 RAC TRADING ADDRESS
  PARK ROAD
  FARINGDON
  SN7 7BP

• Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider

NEW COLLEGE SWINDON

Customer service practitioner (level 2)
Understanding apprenticeship levels (opens in new tab)

Course contents

• Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
• Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
• Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
• Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
• Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
• Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
• Demonstrate patience and calmness.
• Show you understand the customer’s point of view.
• Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
• Maintain informative communication during service recovery.

• On the job training will be given by both the employer and the training provider New College Swindon as outlined in the apprenticeship standard.

• Shadow experienced engineers during installations, equipment diagnostics and repairs
• Learn about various types of equipment, including trackers, MDVRs, DVS kits, and cameras
• Assist in diagnosing and resolving technical issues
• Gain an understanding of electrical components and safety procedures
• Participate in regular mentor review meetings
• Work in accordance with company safety procedures and ensure proper use of Personal Protective Equipment (PPE)

• Team player with the ability to work collaboratively with others
• Good communication skills
• Being proactive and autonomous when required
• Good problem-solving skills
• Ability to prioritise and work under pressure to deadlines and targets
• Willingness to learn
• Flexible and willing to work additional hours where reasonably required

• Grade 4 or above in GCSE Math’s and English and another STEM subject (or equivalent qualification)
• If you cannot provide evidence of meeting the required qualifications or do not possess them, you will need to complete a Level 2 Functional Skills course. This course can be taken at Swindon College
• Work authorisation: United Kingdom (required)
• Full Drivers License

• Tools
• Smartphone & laptop
• Uniform
• Training at the office and in the field
• An opportunity to join a great team in an expanding business and play a key role as the company continues to grow

• Fleet Witness provides a friendly and supportive work environment with opportunities for growth and advancement
• Apprenticeships provide individuals with the opportunity to gain a recognised qualification
• Work alongside experienced staff
• Get paid to learn
• 6 hours per week ‘off the job’ training – this can include attendance at Swindon college, shadowing in the workplace or training in the workplace that’s relevant to their programme

• Any 5 days in 7, up to 40 hours a week.
• 2 Year Apprenticeship