Customer Service Apprentice

Location
Addenbrooke House
Salary
£3.70 per hour
Posted
10 Apr 2018
Closes
20 Apr 2018
Job Ref
TWC000002910
Contract Type
Apprentice
Working Pattern
Flexible hours
Hours
Full-Time

Customer Service Apprentice

37 hours per week
Fixed term for 12 months

£3.70 per hour

Telford & Wrekin Council is a Co-operative Council, which means we are working together with our residents, partners and local organisations to collectively deliver the best we can for Telford & Wrekin with the combined resources we have.

 As a member of the pioneering Co-operative Councils Network, we aim to:

  •   Bring together and improve services
     
  •   Involve local people and employees more in planning and running services
     
  •   Encourage people to do more to help their own communities

We serve a population of 170,000 people and our population is younger than the national average. Our borough is predicted to grow in the next 13 years, adding nearly another 30,000 people. We are investing in growth in the borough, and this presents an opportunity to attract new businesses – our Southwater Development reflects some of our aspirations and regeneration.

We deliver a diverse range of services to all our communities and we are constantly aiming to improve the quality of these. To help us to achieve and maintain our goals and high standards, we want to recruit enthusiastic individuals who are determined to succeed in their careers.

Are you aged 16 plus and interested in starting a career in Customer Services? Do you have a flair for helping people and know what good Customer Service is? Perhaps you are looking for your first job after leaving school or college and already have some experience working face-to-face with the public but would like to further that experience in a busy Customer Service environment?

You will combine work with extensive Customer Service training, working towards achieving nationally recognised qualifications while gaining valuable skills, practical experience, and a vast knowledge of the Local Authority and the services we provide.

You'll be aged 16 plus and interested in starting a career with the Council, perhaps looking for your first job after leaving school or college.

  • Fixed term for 12 months
  • 37 hour week
  • £3.70 per hour, paid monthly

You must not be taking part in full time education, not possess a degree, as we are not eligible to receive funding for those that have a degree and not already have obtained NVQ 2 or 3 in Customer Service.

As a team member, you will work under the instruction / guidance of the team leader to undertake work.

You will study for a National Vocational Qualification.

The NVQ content will be tailored to suit the tasks you will be doing in your day-to-day work and you will receive support and guidance in building a portfolio of evidence to demonstrate your competence in the workplace.

  • Deliver a professional, efficient and effective range of customer service duties, through various channels, primarily via the telephone.
  • Represent the authority either via telephone or face to face covering our Reception areas managing our customer’s experience embracing and delivering the channel shift agenda.
  • Respond to a diverse range of enquiries and routine requests for services, resolving the customer request at first point of contact, wherever possible including using our systems e.g. CRM, to update customer records and ensure correct information is relayed to relevant departments.
  • Become an expert in particular skill groups whilst maintaining a peripheral overview of all services in order to provide customer service as required.
  • Use knowledge and skills to signpost customers and visitors to the appropriate person, place or service.
  • Be aware of, contribute and maintain the KPI’s for the team ensuring performance is within targets set.
  • Ensure quality standards are met at all times.
  • Be aware of and adhere to any legislation in relation to our service areas, particularly confidentiality.
  • Monitor personal performance to ensure targets are met, managing skill sets and time accordingly.
  • Ensure training in processes and procedures is up to date, requesting further training to reduce gaps where necessary taking responsibility for personal development.
  • Undertake any administrative duties that are relevant to Customer Service and all of its functions.
  • Work a flexible working pattern that meets the requirements of the customer and the authority.  
  • Cover any of the Corporate Contact Centre responsibility areas e.g. Receptions, emails, social media as and when required.  
  • Take payments following relevant procedures and processes, updating appropriate systems and completing any administration work associated with this function.
  • The post holder will be required to work, within their contracted hours, between 8am and 8pm Monday to Sunday.
  • The post holder will be required to participate in the Council’s response to the activation of the Emergency Plan, under the Civil Contingencies Act.
  • Ability to deal with customers in a professional, courteous and unbiased manner, to provide a high quality customer service.
  • Excellent communication skills: both oral and written, to be able to explain service policy and procedures and communicate decisions/requirements effectively to customers.
  • Ability to learn and interpret legislation and procedures.
  • Ability to work under pressure and meet or exceed personal and team targets and deadlines, and be flexible in responding to changing circumstances.
  • Ability to work through and interpret routine customer requests for service in a systematic order in accordance with relevant procedures.
  • Ability to manage and priorities own workload, to achieve personal or team targets.
  • Ability to work and make decisions, within prescribed procedures, with the minimum supervision.
  • Demonstrable experience of having knowledge of or working in a customer services environment.

For further information please click on the links below.

Please complete the application form and return to apprenticeships@telford.gov.uk  CV's will not be accepted.

Supporting documents
Job Description and Person Specification
Application Form

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