Customer Service Advisor – Apprenticeship (Coventry)

Contract Type: Fixed Term for 15 months with a view to being made permanent

Working hours: 9-5 Monday to Friday

Working at Brett Martin, you will receive ongoing training and support via a Level 2 in Customer Service Practitioner. You will be working within the role, learning to do the job, but also taking part in regular workshops, projects and tasks that support you gaining the nationally recognised apprenticeship training. The training will last for 12 months and will be followed by an external and impartial end point assessment.

Role Purpose:

To become the Company’s first point of contact involving issuing of quotations, accepting orders, giving technical advice, dealing with queries and complaints, and liaising with internal departments to clarify production and delivery schedules

You will learn to do the following Accountabilities/Responsibilities:

  • To Ensure a “Right First Time” approach
  • To process customer orders via telephone including issuing quotations and giving some technical advice
  • To monitor the order and quotations that arrive and work with the team to ensure they are dealt with in a timely manner
  • To deal with customer queries relating to price, delivery, and stock etc
  • Empathise with the customer where appropriate, and ensure the customer always feels valued
  • To enter orders received via telephone or email onto the AX system
  • To liaise with other departments within the factory e.g., transport, production, and accounts
  • Respond to queries raised by customers in a polite and friendly manner
  • Obtain POD’s and ETA’s when necessary
  • To share admin duties of the department as required
  • To cover the overflow of calls coming into reception
  • Any other general tasks as requested by the Supervisor/Head of Department
  • The Apprenticeship will entail (equating to 20% of your working time):

  • Support from your allocated trainer throughout the apprenticeship
  • One to one English and Maths training (for those who do not hold a Level 2 or equivalent)
  • Training, Workshops and Demonstrations
  • One to one visit with your trainer each month
  • Skills task to practice whist on the job
  • Theory and knowledge around the industry
  • Skills and Experience:

  • Logical, problem solver that can think on their feet
  • Ability to pick up technical information quickly
  • Excellent verbal (face to face and by phone) and written communication
  • Helpful, empathetic, and diligent
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