Customer Experience Specialist Service Advisor Apprentice

Mercedes Benz; Stevenage; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading automotive company in Stevenage is seeking a Customer Experience Specialist Service Advisor Apprentice. This role involves developing customer service skills and understanding customer needs through a comprehensive training program at the Mercedes-Benz Apprentice Academy. The successful candidate will engage in hands-on experience resolving customer challenges, improving the customer journey, and analyzing service levels to ensure maximum satisfaction. This position offers a competitive salary starting at £15,704 for the first year and opportunities for career advancement.

Responsibilities

• Develop first-class customer service skills to meet customer needs.
• Understand and implement solutions to improve customer journey.
• Proactively gather customer feedback and analyze service levels.

Skills

Communication skills

IT skills

Attention to detail

Organisation skills

Problem solving skills

Analytical skills

Team working

Initiative

Patience

Education

GCSE in English (grade 4)

GCSE in Maths (grade 4)

Job description

As a Customer Experience Specialist Service Advisor Apprentice, you will develop first-class customer service skills including understanding customer needs and business needs, critically evaluating customer service levels, and implementing changes to improve the customer journey and using appropriate resources and technology.

The role of a Customer Experience Specialist Service Advisor Apprentice expert includes:

• Understanding your customers and the business
• Developing knowledge of relevant regulations and legislation
• Using appropriate resources and technology to meet the needs of customers
• Keeping up to date with the most recent product information
• Resolving challenges
• Understanding the extended customer journey
• Understanding how to apply different skills and behaviours in various different situations
• Developing insights into customer behaviour including influencing factors such as loyalty, emotion and culture
• Apply knowledge and skills to find solutions to complex challenges
• Analyse service levels and develop options for improvement
• Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
• Find solutions that meet your organisation's needs as well as the customer requirements
• Providing a positive customer experience through advanced questioning, listening and summarising to negotiate mutually beneficial outcomes
• Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
• Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
• Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
• Demonstrate a cost-conscious mind-set when meeting customer and the business needs
• Identifying where highs and lows of the customer journey produce a range of emotions in the customer
• Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
• Proactively gather customer feedback, through a variety of methods, critically analyse, and evaluate the meaning, implication and facts and act upon it
• Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
• Maintain a positive relationship even when you are unable to deliver the customer's expected outcome
• When managing referrals or escalations take into account historical interactions and challenges to determine next steps
• Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
• Make recommendations based on your findings to enable improvement
• Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

Training is delivered at the state-of-the-art Mercedes-Benz Apprentice Academy in Milton Keynes, via a block release programme. Completing an apprenticeship is just the start of your career at Mercedes-Benz. Examples of some career paths our graduates have taken are:

• Customer Support Executive
• Front of House - Brand Representative
• Customer Service expert leading to an after-sales, service advisor or parts advisor

Requirements:

• GCSE in English (grade 4)
• GCSE in Maths (grade 4)
• Share if you have other relevant qualifications and industry experience
• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Problem solving skills
• Analytical skills
• Logical
• Team working
• Initiative
• Patience

Mercedes-Benz is a globally recognised company whose range includes some of the most valuable brands in the automotive industry.

Salary: £15,704 for your first year, then could increase depending on your age, in line with the National Minimum Wage rate for apprentices.

Hours: To be confirmed by employer, 40 hours a week. Start date: Monday 1 December 2025. Duration: 1 year 3 months.