Customer Services & Process Support Industrial Placement 2021

Originally founded in 1962, Worcester became part of the Worldwide Bosch Group in 1996 and we are the UK market leader in domestic boilers. Our current product range includes gas and oil boilers, hot water cylinders, renewable technologies such as heat pumps and solar water heating systems, as well as controls and accessories.

Our commitment to the highest standards of manufacturing over the last 50 years, has led our boilers to receive coveted Which? Best Buy awards for ten years running, and for Worcester to receive a Royal Warrant for supplying our boilers to Her Majesty The Queen’s Sandringham Estate. Our UK headquarters is based in Worcester where all the main functions of the business are located including the manufacturing of gas boilers. We have a further site in Clay Cross Derbyshire where our oil boilers are manufactured.

The Role

As part of the internationally recognised Bosch group, Worcester Bosch is at the forefront of the UK’s heating industry, manufacturing the most innovative commercial and domestic boilers and consistently capturing a significant proportion of all domestic and commercial boiler orders. A placement here will immerse you in a busy high-achieving After Sales (ASA) function; you will be supporting our employees in driving customer engagement and loyalty for our brand. As a core part of our After Sales department you will be advising and supporting our managers on a range of queries to ensure the smooth running of day-to-day operations. We have a number of Customer Services Internships in the following departments:

Field Service Intern

Supporting a team of over 350 Service Engineers and Apprentices to ensure they have the information, skills, knowledge and equipment to provide our market-leading customer service. The Field Service Intern will provide an excellent first impression for new employees by supporting the induction for new Field Service Engineers. You will develop training and communication material to support the implementation of new processes for the Field and Contact Centre. You will also assist with organising and running a variety of Field Service and After Sales events as well as bringing fresh eyes and new ideas to existing ways of working and contributing to the culture of continuous improvement.

Fleet Intern

The Fleet Intern will provide general administrative support to the After Sales area and where applicable the department and business. You will process ASA orders and send out items to engineers on arrival. In addition, you will be involved in Invoicing and processing of fines, accurately tracking and reporting all Fleet related costs and facilitate the resolutions of driver issues and requests. To fulfil this role, you must hold a full UK driving licence.

Customer Experience Intern

Working in our After Sales department, the Customer Experience Intern will be the main driver for our Knowledge Base Hub which offers our agents processes and handy tips to complete their job, we are looking for someone with a keen eye for detail who is able to work independently and as part of a team who will take on feedback to help the further development of our Knowledge Base. The ideal candidate needs to be energetic, creative and willing to fulfil the role of Customer Service Advisor when required in our World Class Contact Centre. We are the market leader for a reason and our real focus going forward is for our Customer Experience, your role will play a vital part in this expansion.

Process Support Intern

To integrate into the Process Support Team who are responsible for producing the reports required within After Sales (ASA) and the wider business, providing data analysis for senior management to make informed decisions on strategy and forecasting. Also to provide tools to improve efficiency and promote automation within ASA, ensuring that the processes are completed in full, quickly and accurately. As a Process Support Intern, you will take ownership of the Key Performance Indicator (KPI) reports compiled for the Sales Team, ensuring they are delivered accurately and in a timely manner. You will also be responsible for the creation and delivery of guarantee confirmation certificates and post engineer visit job reports. The Process Support Intern will also complete Adhoc Data requests, including data mining, cleansing, collation, analysis and presentation in addition to maintaining and developing the tools and reports that are provided by the Process Support Team.

Requirements

• Be an undergraduate student with eligibility to work full-time in the UK for 12 months from June 2021. To be on a sandwich degree or course which offers a one-year industrial placement.
• Computer literate with a good knowledge of Microsoft Office packages and is ready to embrace new ways of working through digitalisation.
• Ability to adapt quickly to changing working environments.
• Good organisation and planning skills with the ability to prioritise workload.
• Have the confidence to challenge and propose new ideas.
• Ability to communicate confidently with people at all levels.
• Has the capability to work well in a team as well as independently, using own initiative.
• Hard-working with a good attention to detail and a quality mind-set.