Customer Service Apprentice - Lakelovers Ltd
Background to the employer: Lakelovers Ltd, as the Lake District’s oldest and most prestigious holiday letting agency, with over 460 self catering properties in our portfolio, Lakelovers Lake District Cottages are experts in our field. With properties spread through the North, Central and South Lakes, in all the most popular areas; such as Ambleside, Windermere, Grasmere and Ullswater to name just a few; we offer a wide selection of unique, hand-picked properties, with something to suit everyone.We offer a full property service to our property owners including property Maintenance & Housekeeping.
Brief overview of the role: Providing Administrative support across the Sales & Customer Service Teams, based in our Windermere office. A range of tasks will be undertaken including general office and clerical work and some telephone duties. Data input and spreadsheet compilation will form part of these duties too.
You will be responsible for certain aspects of office administration including:
- Filing, photocopying
- Inbound & outbound post
- Developing & maintaining spreadsheets
- Data input
- Assisting with the preparation and collation of statistical information
- Liaising with holiday home owners, holidaymakers and contractors
- Operating company databases
- Attending staff meetings as required
- Undertaking necessary training to complete the role, work in accordance with set policies and procedures
- Treating company information in a confidential manner
- You will need to be able to understand and interpret instructions and be a good team player
- Additionally you will need an ability to answer, speak confidently and take messages over the telephone
- You should display a high level of motivation and commitment
- We aim to make the role varied, interesting, informative and fun.
Requirements and Prospects:
- Computer literate
- Good team player
- Able to communicate effectively
- Flexible, adaptable and willing to learn in a fast paced, customer service environment
- A good team player able to work well in a team environment
- Committed, enthusiastic with a willingness to learn and "get involved"
- Achievement of a good level of general education to a Level 1 standard (or equivalent).
Customer Service & Office skills such as those you will learn whilst undertaking this role are continuously in demand anywhere in the world. Workers with these skills perform a wide variety of jobs throughout a number of industries
This opportunity will give you the chance to experience and gain an understanding of a wide variety of skills with the opportunity to focus on one or more in particular in the future
There may be the possibility of the role at Lakelovers becoming a full time permanent position
Things to consider:
The employer has offerred the following: This is a varied role where attention to detail required and a good deal of computer based work is envisaged. There may be an infrequent requirement to work from our offices in Ambleside or Keswick, if this is the case then transport will be provided.
Training to be provided: Customer Service Practitioner apprenticeship standard level 2
Overview: The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. Your core responsibility will be to provide a high quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer’s own locality. These may be one-off or routine contacts and include dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction. You may be the first point of contact and work in any sector or organisation type.
Your actions will influence the customer experience and their satisfaction with your organisation. You will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers. You provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements. Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.
What apprentices will learn:
Customer service principles and practices - including customer experience and feedback, internal and external customers, needs and priorities, targets and goals and right first time
Business principles and practices - including brand promise, core values, complaints process, internal policies and legislation and regulatory requirements
Customer service skills - including building rapport and trust, conflict management and influencing and reinforcement techniques
Communications - including interpersonal, tone of voice and verbal and non-verbal communications
Presentation - including dressing appropriately and using positive and confident language
Using customer service tools and resources - including those used to meet customer needs and measure, monitor and evaluate customer service levels
Additional Training Information: Developing an understanding of Office Procedures and Practices including Microsoft Office suite training. The principles of Good Customer Service, effective communication, product knowledge will be taught and put into practice in a supportive environment.
Expected apprenticeship duration: 18 months
Possible start date: 02 Jul 2018
Hours of work:
5 days per week (including 1 day at college) 40 paid hours per week 9.00 am – 5.30 pm with half an hour for lunch.
Lakelovers House Victoria Street Windermere LA23 1AB
31 May 2018
How to apply:
You can apply for this position, by clicking on the 'apply now' button.
Be sure to take your time when completing this application, ensure you consider all the required skills and responsibilities and what you can offer. If you would like any support in completing this application, you can access support from Student Services at Kendal College on 01539 814725.