Apprentice Customer Service Officer

CONCEPT HOUSING ASSOCIATION CIC

Bradford, BD3 9BD

Closes in 5 days (Wednesday 25 September at 11:59pm)

Posted on 4 September 2024

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Summary

To deliver a high quality, professional and responsive customer service both by telephone and in person To resolve issues and queries at the point of contact where possible To ensure continuous improvement of service delivery and customer care when dealing with internal and external customer.

Annual wage
£15,600 a year

Minimum wage rates (opens in new tab)

Training course
Customer service practitioner (level 2)
Hours
Monday - Friday, 9.00am - 5.00pm 30 min lunch break each day.

37 hours a week

Possible start date

Monday 28 October

Duration

1 Year 6 Months

Positions available

1

Work

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

What you’ll do at work

  • The customer service officer (CSO) role is a key role within the organisation, acting as the point of all front of house and inbound contact and communication with the organisation, including reception and visitor liaison
  • The purpose is to provide an effective and efficient service to ensure a professional and responsive service to our customers and visitors
  • The CSO will be able to provide guidance, advice and where necessary signpost and assist our customers to resolve any queries, report any information, receive feedback and to take any other action required to provide a professional service and excellent customer care
  • This job description is not intended to be an exhaustive list but to indicate the main responsibilities of the post. It will be reviewed periodically to consider changes and developments in service requirements, regulations and legislation.
  • Any changes will be discussed fully with the job holder

Where you’ll work

Unit 12, Accent Business Centre

132 Barkerend Road

Bradford

BD3 9BD

Training

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation

BRADFORD COLLEGE

Your training course

Customer service practitioner (level 2)

Equal to GCSE

Course contents
  • Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
  • Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
  • Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
  • Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
  • Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
  • Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
  • Demonstrate patience and calmness.
  • Show you understand the customer’s point of view.
  • Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
  • Maintain informative communication during service recovery.

    • Your training plan

    Customer Service Practitioner Level 2 Apprenticeship Standard:

    • Apprentice will be in the work place 5 days per week
    • No weekly college release day
    • One workshop every month at college
    • Assessor will visit the apprentice every 4-6 weeks in the workplace

    Requirements

    Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

    Skills

    • Communication skills
    • IT skills
    • Attention to detail
    • Organisation skills
    • Customer care skills
    • Presentation skills
    • Team working
    • Creative
    • Initiative

    Other requirements

    Please ensure you are fully committed to this role before applying. The company value reliability and consistency so please ensure you are able to commute to and from the place of work, every day without issue.

    About this company

    Concept housing association is a Temporary Accommodation provider. We currently hold the Crisis to Permanent contract with Bradford Council. The clients we deal with come from all backgrounds and have all been homeless for various reasons, therefore require an empathetic approach when dealing with in the incoming calls and emails as a CSO. At Concept housing we thrive on ensuring our employees are happy and succeeding in their employment.

    https://www.concepthousing.co.uk/ (opens in new tab)

    After this apprenticeship

    • The potential to join our team on a permanent basis

    Ask a question

    The contact for this apprenticeship is:

    BRADFORD COLLEGE

    Philippa Yates

    p.yates@bradfordcollege.ac.uk

    01274 728316

    The reference code for this apprenticeship is VAC1000274820.

    Apply now

    Closes in 5 days (Wednesday 25 September at 11:59pm)

    When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.