Apprentice Customer Experience Specialist in Aldridge, United Kingdom
LIGHTWAVERF TECHNOLOGY LIMITED
RemoteWork from anywhere
£18k per annum
Aldridge, United Kingdom
Summary
Lightwave are a smart home automation company. An exciting opportunity has arisen for a Customer Experience Specialist. This is a great opportunity to begin a career with a leading edge smart home automation business.
Wage
£18,000 a year
Training course
Customer service specialist (level 3)
Hours
9.00am - 5.00pm, Monday to Friday, with 30 minutes lunch break.
37 hours 30 minutes a week
Start date
Monday 16 November 2026
Duration
1 year 3 months
Positions available
2
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you'll do at work
We are on the lookout for an enthusiastic and dedicated Customer Experience Specialist to join our exciting smart home company. This role is crucial in providing top-notch technical assistance and support to our customers, ensuring their satisfaction and smooth operation of their smart home products.
Responsibilities
Provide technical assistance and support to customers via phone, email, and chat
Troubleshoot and resolve hardware and software issues related to smart home products
Collaborate with cross-functional teams to escalate complex issues and ensure prompt resolution
Answer inbound phone calls promptly and professionally, addressing customer queries and issues
Respond to customer support tickets in a timely and efficient manner
Organize and coordinate returns for customers with faulty items
Update the Customer Relationship Management (CRM) system with relevant and accurate information
Assist other departments during quieter periods, including the sales team and warehouse team
Maintain a high level of product knowledge and stay up-to-date with new product releases and features
Provide feedback to the product development team on potential product improvements based on customer interactions
Where you'll work
Unit 1A Coppice Lane Aldridge WS9 9AA
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
DERBY BUSINESS COLLEGE LIMITED
Training course
Customer service specialist (level 3)
What you'll learn
Course contents
Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
Service Improvement: Make recommendations based on your findings to enable improvement
Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
Training schedule
In addition to gaining practical experience in the role, you will also attain an NVQ Level 3 Customer Service qualification which will help start your career and give you an insight into the businesses processes and procedures
Our training is all completed remotely via teams with a development coach who will be available for support 24/7 and will arrange weekly/fortnightly meetings with you
You will receive off-the-job training during this apprenticeship which is included in your weekly working hours
More training information
DBC Training are a multi award-winning employment and skills training provider
We offer high-quality employer solutions to improve productivity and learner solutions to support individuals to fulfil their potential
Requirements
Essential qualifications
GCSE in:
Maths & English (grade 4/C or above)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
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