Overview
Begin your career in customer service with this exciting Customer Support & Commissioning Agent Apprenticeship at SM UK. This role offers the opportunity to gain hands-on experience in a busy office environment while working towards a Level 2 Customer Service qualification. You’ll support customers by responding to queries, managing records, commissioning installed devices, and working with different teams to solve problems. This apprenticeship is ideal for someone with strong communication and organisation skills who enjoys helping people, working with technology, and being part of a supportive team, with full training provided throughout.
About the Employer
SM UK, established in 2000, is the UK’s leading expert in commercial fleet safety and vehicle conversions. We provide advanced vehicle safety systems, van conversions, and fleet solutions, specialising in radar collision prediction, AI blind-spot detection, and tailored conversions that enhance road safety.
Training to be Delivered
An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.
College or training organisation
LUMINATE EDUCATION GROUP
Your training course
Customer service practitioner
Equal to Level 2 (GCSE)
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.
Your training plan
- There will be 1 day per month where the apprentice will attend Leeds City College (Print Works Campus) studying towards a Level 2 Customer Service qualification
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