What is a customer service advisor?
A customer service advisor is the first person customers will meet when booking in their vehicles or picking them up. Being able to communicate with them in a knowledgeable and professional manner is vital. You will be taught technical knowledge as well as customer service skills so you are able to talk about the vehicle and what the technicians will do or have done, in a polite and efficient manner to become a person that the customer will want to see again.
What is the work like?
A customer service advisor works directly with customers, scheduling service work to their vehicles and informing them of any additional repairs that may be required. They will handle the customer relations and administrative aspects of the service department operations. Duties can change from employer to employer depending on the size of the company, but they can generally include:
- Interpreting customer concerns, comments and liaison with technicians
- Liaison with customers about any additional work required
- Greeting customers and scheduling work
- Estimating time and cost associated with repairs
- Handling and responding to customer complaints
- Tracking vehicles through the workshop during service and repair work
How will the training take place?
Typically this course will take a year and on completion you will gain an NVQ level 2 but there may be the option for you to progress and gain a NVQ level 3. To complete this qualification you won’t need to go to a further education (FE) college or training centre. Your time will be spent in a place of employment where you will get to learn practical skills from seeing a real working environment. You will shadow qualified members of staff so that you are able to learn firsthand how to perform the role. You will also get the opportunity to assist in activities, once you pass your assessments and progress through the course you will be able to start completing tasks on your own. To ensure you are competent in completing tasks on your own a Remit assessor will visit you periodically at your work place to complete assessment testing with you.
What skills are required to gain this apprenticeship?
To be a customer service advisor you will need to be able to demonstrate:
- A professional manner
- Good communication skills
- Good organisational skills
- The ability to gather technical information and relay it in a way that customers can understand
What qualifications are required to gain this apprenticeship?
The qualification requirements will differ dependent on the requests of the employer. Some employers may require higher grades at G.C.S.E level than others.
At Remit we recommend you apply and register with us irrelevant of what grades you gained at G.C.S.E level. We will then be able to contact you and advise you of the requirements of the employer and when other vacancies become available in your area. If you need any additional support whilst gaining your qualifications Remit can help you. We can also support you in completing your Functional/Key Skills (Core Skills in Scotland) which is a mandatory requirement needed for all apprenticeships and courses if you have not gained a G.C.S.E C or above in Maths and English.
What can you expect once you are qualified?
Customer service advisors usually work around 40 hours per week Monday to Friday and are office based. You will split your work between communicating with customers over the phone and face to face about services and updating them on the progress of their vehicles.
From 1st October 2016 an apprentice will earn a minimum of £3.40 per hour. This is the minimum salary and some employers may choose to pay more. Once you are qualified you could expect to earn between £10,000 to £18,000 a year.
As you gain more experience and complete further training during you career you can expect this salary to rise. There may also be opportunities for shift and overtime pay dependant on your employer. You may also be eligible for holiday entitlement and other benefits such as company pension and private healthcare schemes.
Please Note: The figures used are meant as a guide only and can vary from employer to employer and may be dependent on the geographical area.
How do I apply to be a customer service advisor?
If you are interested in becoming a customer service advisor apprentice you will need to register your interest with Remit by completing the online application form here.
Remit will be able to place you on an apprenticeship all year round. However it is important that you register your details as soon as you start year 11 and have decided that a career in the motor industry is the option for you; this will give us the best chance of finding an employer in time for you finishing school.
To register your details please click here and fill in the online application.