THE ROLE OF A CUSTOMER SERVICE ADVISOR

The Apprenticeship Programme is geared toward training the right candidate to become a qualified Customer Service Advisor. But what does a Customer Service Advisor actually do?

The Customer Service Advisor role varies slightly by employer based upon the specific needs to the location. The below explanation is therefore a guide to support you in understanding what the role might entail.

A Customer Service Advisor deals directly with customers and acts as a go-between between the customer and Service Technicians, scheduling vehicle service work. They will handle administrative and customer relations aspects of service department operations. Their duties may vary slightly from employer to employer depending on the size of the company, but they commonly include:

• Interpreting customer concerns and comments and liaising with technicians

• Booking/scheduling vehicle services

• Liaising with customers about any additional work required

• Estimating time and costs associated with repairs

• Handling customer complaints

• Responding to customer requests

• Tracking the vehicle through the workshop

WORKING WEEK

A typical working week could be 40 hours Monday to Friday 8.30am – 5.30pm, however each of our Retailers will have different requirements.

All learners will be required to work the minimum apprenticeship duration of 30 hours per week. At least 20% of your working hours will be allocated to ‘off-the-job’ training. We’ll support you to understand the working hours during the recruitment process.

YOUR DEVELOPMENT

From the sophisticated luxury of Jaguar to the adventurous spirit of Land Rover, it’s not just our vehicles that go through extensive tests and challenges to help them reach their full potential.

Our Apprenticeship Programme is an excellent way of ensuring we have high quality people working within our Retailer Network. We’re looking for ambitious candidates ready to take ownership of their development, work hard to achieve their potential and grow with an ambitious employer.

The Customer Service Programme lasts 1 year and you will achieve a nationally recognised qualification.

All of our Apprentices are employed through the Retailer Network and attend week long block training at one of our state-of-the-art Academies in either Leamington Spa, Radar Road (Leicester) or Lagta (Glasgow).

Block training is complimented by a combination of regular visits from one of our experienced Assessors as well as Virtual Classroom and E-Learning modules.

QUALIFICATIONS & EXPECTED DURATION

• Level 2 Customer Service Practitioner Standard – 12 months
• Jaguar Land Rover specific certifications – 12 months

SKILLS & PERSONAL QUALITIES

The Jaguar Land Rover Academy commits to supporting the development of its Apprentices technical, employability and broader personal development skills, to ensure they can progress and develop their career.  That is why when it comes to selecting the right people to become Jaguar Land Rover apprentices, it’s as much about attitude as it is about vocational and academic success. That’s why in addition to the qualifications we require from you, we’ll also look for you to possess the following key behaviours. From problem-solving abilities to an enthusiasm for our industry, these are all attributes that will be vital in your role at Jaguar Land Rover and will be assessed throughout the application process.

WILLINGNESS TO LEARN

Here, we’ll look for you to demonstrate an enthusiasm for learning by seeking out opportunities to increase understanding, taking on board feedback and applying new skills.

TEAM WORKING/ WORKING WITH OTHERS

We’ll look for your willingness to help others and will want to see you making an effort to get on with people, with an awareness of your own impact on colleagues and customers. It is also important for us to know you will be able to really contribute to activities, communicate effectively and be respectful to the views of others.

MOTIVATION FOR ROLE / ENGINEERING INTEREST

We want you to show an interest in how things work and an enjoyment of practical hands on activities. It is also important for you to be able to demonstrate an understanding of what is involved in an apprenticeship, and the responsibility that will be yours.

QUALITY FOCUS

This is where we’ll need you to demonstrate an ability to work with customers, follow instructions or rules, along with good attention to detail, and looking for ways to improve things.

PERSONAL RESPONSIBILITY AND RESILIENCE

Here, we’ll look at your ability to take accountability and responsibility for your work, think about customers and commercial impact, maintain a positive approach when faced with problems and being persistent in your approach to getting things done.

PROBLEM SOLVING

An ability to think things through logically before acting; asking for help when needed is important. We’ll also want you to be able to follow instructions and clearly explain things.

ENTRY REQUIREMENTS

Age: 17+

Prior Attainment: Four GCSE grades A – C (new grades 9 – 4) or equivalent in English, Maths and two other subjects.

‘Equivalent’ grades include:

• BTEC first diplomas and certificates
• OCR Nationals
• Key Skills Level 2
• NVQs
• Essential Skills (Wales)
• Functional Skills Level 2
• Core Skills (Scotland)

IMPORTANT INFORMATION

We welcome applications from everyone irrespective of gender and ethnic group and appointment will be based on merit alone. Being committed to equal opportunities, if you have a disability please state this during the application process. Measures will be put in place to support you through your application and apprenticeship journey.

Our Retailers dictate the remuneration that our learners receive. All Retailers are required to pay, at least, The National Minimum Wage.

The National Minimum Wage (NMW) for Apprentices is £5.28 per hour. This applies to 16-18 year old apprentices and those aged 19 and over in the first year of their apprenticeship. For all other apprentices the National Minimum wage appropriate to their age applies.

The Wage for apprentices applies to both time spent on the job plus time spent training.

FUTURE PROSPECTS

There are lots of opportunities to develop your career within our expanding Retailer Network. Your early development is carefully mapped through your Apprenticeship journey with your learning focussed toward achieving an industry recognised qualification. Embedded within your training are the Jaguar Land Rover global training materials. At the end of your Apprenticeship Programme you’ll undertake the Jaguar Land Rover Level 2 Assessment, the first step on the Jaguar Land Rover (internal) Learner Journey. This is the grounding for your future development within the network and our Learner Management System, Excellence will guide you through your short, medium and long term career path.