Business Support Apprenticeship – JOHN DELANEY & CO (LS1 2RA)

Overview

During your apprenticeship you will be enrolled at Leeds City College (School of Business) and will complete the following programme.

Level 2 Customer Service Practitioner Apprenticeship Standard. This programme will allow the apprentice to develop their skills, knowledge, and behaviours through the practical period at college as well as in the workplace doing on-the-job training.

The broad purpose of the occupation is 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 a 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

Duration & Start Date: This is a 15month apprenticeship (12 months for the practical period which includes the day release at college and 3 months for the end point assessment).

About the Employer

John Delaney & Co Solicitors was founded in 1978 and is a specialist provider for criminal and family law. The Partners Mr Anthony Murphy and Mr Adam Pollard appear regularly in the Magistrates Court and have higher rights of audience allowing them to represent clients in the Crown Court and Court of Appeal.

Things to Consider

Other requirements

The role will have an important level of shadowing and mentoring to work towards having contact with clients. · This role will suit someone who is confident in learning safety protocols within the premises to ensure safety for self and the team. Please apply for the role as soon as possible, we will be processing applications immediately. Employer will be interviewing August 2024.

Training to be Delivered

Your training course

Customer service practitioner (level 2)

Equal to 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.