What is a customer service advisor?
The customer service advisor is usually the first person customers will communicate with when contacting or entering a business. Being able to chat with the customer in a professional and knowledgeable manner is vital. You will learn to talk about the company and its products, as well as being polite and efficient to become the person that the customer will want to see or talk to again.
What is the work like?
A customer service advisor deals directly with customers, either over the over the phone, by email or in person. They will handle administrative and customer relations aspects of the business they work for and this could be covering some or all of the companies departments. Duties may vary dependent on the employer but they usually include:
- Interpreting customer concerns, comments and assisting them in the best possible way
- Liaising with customers about any additional products and services
- Greeting customers in person
- Keeping customers updated and informed
- Handling customer complaints
- Responding to customer requests
- Ensuring customers gain a good impression of the business and its products and services
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 first-hand 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 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:
- Confident, outgoing and helpful personality
- Good standard of personal appearance
- Excellent communication skills
- The ability to remain calm in pressurised situations
- Confidence to effectively deal with difficult or unhappy customers
- Good organisational skills
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. Your work may be conducted over the phone, email or in person.
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 an apprenticeship 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.