Apprentice Customer Service Advisor

Apprentice Customer Service Advisor 
We are currently recruiting for an Aftersales Customer Service (Service Advisor) Apprentice.

The successful applicant will have the opportunity to work with one of the world's most prestigious and technologically advanced car manufacturers. There are very few Customer Service Apprenticeships in the motor industry and the BMW programme is regarded as being the leader in delivering the ultimate customer experience.
You will be working in a busy BMW/MINI Service Department. Your role will be focused on dealing with customers, who have high expectations and a varied range of needs and demands. As a result, you need to have exceptional interpersonal skills and be able to build rapport, as well as a desire to provide the highest level of Customer Service. This combined with excellent organisational and communication skills will enable you to deliver outstanding Customer Service, representing the high standards and reputation of the BMW/MINI brand.
Service Advisor specific duties include:
•    Working face-to-face with customers within the Retailer
•    Handling calls to the Retailer, including booking and scheduling vehicle services and repairs
•    Estimating time and costs associated with vehicle services and repairs
•    Handling and responding to customer complaints
•    Being involved with interpreting initial customer concerns and liaising with the vehicle technicians
•    Liaising with customers and keeping them updated of any additional work that may be required
•    Tracking customer vehicles through the workshop during service and repair
•    Advising customers on how to solve problems with their vehicles
All Aftersales Customer Service (Service Advisor) Apprentices attend the BMW Group Academy UK in Berkshire for their off-the-job training. The apprenticeship will have a strong focus on the retail environment and the high Customer Service expectations of BMW & MINI customers, as well as Service Advisor specific training. The training takes place over a 12–15-month period at the BMW Group Academy.
During the time spent at your BMW Retailer, a mentor will be allocated to oversee the work-based learning programme. A BMW representative will also visit on a 12 weekly basis to set performance targets and ensure any development needs are being met.
Personal qualities

•    An enthusiasm for excellent Customer Service
•    An interest in the automotive industry
•    To have good communication and organisational skills
•    To have a positive attitude and work ethic, with high level of professionalism to represent the BMW/MINI brand
•    To be able to work effectively as part of a team in a busy service department, as well as having the capability to follow instructions and work individually

Required qualifications

Applicants are required to have, or predicted to obtain, GCSE Grade A*-C / 9-4 or Functional Skills Level 2 (or equivalent) in the following subjects:
•    English
•    maths
•    ICT (or one other subject if candidate did not take ICT)
Things to consider
Successful applicants must be prepared to travel to the BMW Group Academy in Berkshire to complete their apprenticeship training. Training is completed in one-week blocks approximately once every two months. All training costs are covered by the BMW Retailer (travel, accommodation, and food).

The apprenticeship is paid at National Minimum Wage guide (NMW): 21yrs and over is £11.44ph, 18yrs to 20yrs is £8.60ph, Under 18yrs is £6.40ph 
About Stephen James 

Stephen James Group is an established authorised BMW and MINI franchise which is now part of Hedin Mobility Group a larger private organisation leading in world-class automotive retail and aftermarket services.

Qualifications to be achieved: 

•    Level 2 Customer Service Practitioner 
•    Service Advisor Certification
•    Functional skills if required
Recruitment process
All applications require a CV and a completed application form.  Candidates will only be contacted if they meet the initial criteria for the apprenticeship programme.  We will evaluate applications and select for an initial telephone interview.  Final shortlist will be invited to attend an Interview at Stephen James BMW.