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Customer Service Apprenticeship at Mercedes-Benz UK

Course description

As a customer service Apprentice you’ll benefit from extensive training from Sytner and our manufacturer partner Mercedes Benz whilst gaining hands on work experience. Your role will be assisting in the successful operation of our dealership

Course content

As a Retail Apprentice you will need to be organised, professional, knowledgeable, enthusiastic and well presented. The working environment can be quite competitive and demanding as the focus is always on maximising every opportunity. 
Duties may vary but will typically include: 
Sales 
 To be friendly and approachable with an aim to help make customers feel comfortable and relaxed throughout their Retail experience. 
 Assess the customer’s needs and requirements, providing customers with specific information about all Mercedes-Benz products and creating desire and rapport. 
 To excite customers about the brand whilst promoting the benefits and unique selling points of Mercedes-Benz Cars, accessories and vehicle ownership. 
 To provide a ‘hub’ for product knowledge, ensuring that product knowledge remains current and up to date; and provide a conduit for product knowledge for the retailer 
Service 
 To deal with customer requirements for service and vehicle repairs in an efficient and courteous manner, ensuring customer requirements are fully understood and communicated in an effective manner to other members of staff to achieve a high standard of customer satisfaction. 
 To support, aid and assist the Service Manager in all areas of customer handling, problem solving and delivery of Best Company to work for and Best Company to do business objectives. 
 To support, aid and assist the Service Manager in achievement of Workshop productivity levels. 
 To record vehicle details and service histories accurately and effectively carry out customer follow up in order to promote sales of labour, parts and fitted accessories. 
Dealership Hosting 
 To be the first line of communication – meeting and greeting customers and visitors to the dealership in a professional and friendly manner. 
 To receive all incoming telephone calls for the dealership in accordance with company policy. 
 To deal with customer requirements in an efficient and courteous manner, ensuring customer requirements are fully understood and communicated in an effective manner to other members of staff to achieve a high standard of customer satisfaction. 
 To ensure highest standards of personal appearance, housekeeping and availability of facilities in reception/showroom area. 
 To promote excellent customer and public relations to help grow the perception and image of the dealership. 
Administration 
 To ensure systems and methods in all administrative matters are carried out in line with Sytner Group policies. 
 To ensure accurate records are kept and updated. 
 tidy and well presented at all times 
£12,000 pa with an opportunity to earn a further £4,000 pa 
40 hours each week, actual hours dependant on your area of work but may include evening and weekend working. However you will be required to work such hours outside your normal working hours as are necessary to complete your duties. 

Entry requirements

Desired skills

• Knowledge of the Sytner Group 
• Confidence and an outgoing personality 
• A smart and professional appearance and manner 
• Excellent communication skills, both written and verbal 
• Good level of numeracy 
• Ability to negotiate 
• Ability to build and maintain good customer relationships 
• Competent IT skills – both computers and other hardware such as tablets, smart phones etc. 
• An interest in vehicles and their new technologies 
• Ability to communicate technical knowledge to customers 
• Good presentation skills 
• Excellent organisational skills and the ability to work under pressure 
• Ability to work as part of a team as well as on your own caseload of work 
• Excellent work ethic 
• A full clean driving licence is essential. 

Personal qualities

Candidates must have a keen interest in the motor industry and be reliable, with excellent timekeeping and attendance. 
Other qualities the Sytner group are looking for in their candidates are: 
• Self - Motivated 
• Independent 
• Shows initiative 
• Enthusiastic 
• Positive attitude 
• Well presented 

Qualifications required

Qualification requirements for the Sytner group include: 
Maths & English GCSE grade A-C or equivalent, certified within the last 5 years 
A level standard or equivalent education. 
At Remit we recommend that you register your application with us irrelevant of your GCSE grades. We will also support you in completing your Functional/Key Skills (Core Skills in Scotland) which is a mandatory requirement for all apprenticeships and courses if you have not gained C or above in G.C.S.E Maths and English or equivalent. 

Assessment

This Apprenticeship usually takes two years: in the first year you will gain a Level 2 Diploma in Customer Service and be given on the job training covering all aspects of the dealership. Then in the second year you will progress onto a Level 3 Diploma in Customer Service as well as receiving intensive training in one area of the business in Sales, Fleet, Service or Administration. To do this 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 the real working environment. You will shadow qualified advisors so that you are able to learn first-hand how to go about your job. You will also get the opportunity to assist in the day to day tasks. Once you pass your assessments and progress through your 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 the work place to complete assessment testing with you.

Apprenticeship framework

Customer Service (CFA)

The training provider has achieved a sector success rate of 69% for this type of apprenticeship training.

Financial information

Weekly wage

£250.00

Working week

Mon to Fri 40 hours 8-5pm

Future opportunities

Progression to internal job roles within the business

How to apply

If you want to apply for this course, you will need to contact Mercedes-Benz UK directly.

Last updated date: 06 August 2015
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Key information

  • Start date: Throughout the year
  • Duration: 2 years

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