Customer Service Assistant Apprenticeship - Care Leavers Only

Description

Information Session: Teams Link

All about the role

The customer service apprentice role will be a part of the wider Digital & Customer Access/Call Centre Team.

The Customer Access team provides an efficient and effective first point of contact for customers telephones and emailing Customer Services. The day-to-day role includes taking telephone calls from Council customers. Initially, you will be will be trained on the general line and once you have an understanding of dealing with these types of calls, you will be trained on other services.

The Customer Service Apprentice role will learn how to:

provide a switchboard for customer's telephoning the council.

resolve customer enquiries over a range of services

ensure information is entered correctly into the appropriate information systems.

ensure customers receive accurate information and a ‘one stop' service for query resolution.

trace payments as required for relevant services and requests from other departments

Communicating with individuals by telephone and in writing will be an important part of the role, utilising our telephony systems and databases to extract and record information relating to customer enquiries.

Career path

This position could lead to a permanent role as a Senior Access Specialist. It would also be a good stepping stone for someone who wants to join another team within the council as you will gain good knowledge of the services we provide.

Minimum requirements

Level 2 – English

Level 2 – Maths

Good written and verbal communication skills

Ability to remain calm in pressurised environments

Knowledge and understanding of effective customer care

Experience of IT, this could be at home with relatives or friends, or at college, or at work.

Working arrangements

Contract type: 2 year fixed term contract

Monday to Friday - 37 hours a week

Working hours: 9am-5pm with 30 minutes unpaid lunch however flexible hours can be agreed with your line manager.

All about the apprenticeship

In the below link you'll find additional information about the apprenticeship standard you will be following if you are selected.

All about our Benefits

We value our colleagues and have developed a number of benefits in addition to our generous annual leave starting at 25 days + bank holidays, sick pay and local government pension scheme…

Access to a range of benefits via Vivup, including in-store and online discounts as well as our Cycle to Work and Home & Electronics schemes

Buy up to 10 days additional annual leave (pro-rata)

Access to car lease scheme

Take your bank holidays flexibly to better suit your personal circumstances

Make Additional Voluntary Contributions (Shared Cost AVCs) to your pension with tax and National Insurance savings

Access to development opportunities including apprenticeships to support your personal and professional growth

Paid volunteering hours each year so you can make a positive impact on our community during your normal working day

Access to our equality, diversity and inclusion network

Opportunities to receive Employee Recognition Awards

All about our Commitments

We are proud to be an equal opportunities employer, dedicated to fostering diversity, advancing equity, and building an inclusive workplace for everyone. We welcome applications from individuals of all backgrounds and particularly encourage those from underrepresented groups, including disabled people, care leavers, and individuals from minority ethnic communities. Your unique perspectives and experiences are encouraged and valued and will play a vital role in our success.

We are committed to making our recruitment process as accessible as possible. If you are disabled and require any reasonable adjustments during the application or interview process, please contact (url removed) we will work with you to meet your needs

Ad ID: 5416911431