This qualification teaches the principles of good customer service through work-based learning and on the job assessment. You will learn how to coordinate routine maintenance work, understand John Deere warranty and service programmes, schedule workshop jobs, identify new sales opportunities and win service business for the dealership.
The role of a Customer Service Advisor 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, aftercare, 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.
Our Customer Service apprenticeship follows the level 2 Apprenticeship Standard; Customer Service Practitioner (ST0072)
The program duration is approximately 15 months and includes 3, 1-week of block release training, conducted at our purpose-built training facility in Radcliffe on Trent and John Deere’s head office in Langar (both in Nottinghamshire) and fortnightly one to one online sessions.
English & Maths will be embedded into the training blocks or delivered during additional blocks if required (dependent on prior achievement & initial assessment results). Apprentices are required to have achieved English & Maths at GCSE A-C or 4 & above, or Functional Skills Level 2 prior to being put forward for EPA.
To find out more about the knowledge, skills and behaviours required for this role, please click here