Customer Service & Admin Apprentice at North Smethwick Development Trust

Summary

To deliver great customer service and work well with the team to create a friendly, warm and welcoming environment with the key aim of ensuring our customers enjoy a great service, that they revisit us and recommend us to their colleagues, family and friends. Level 2 apprenticeship.

Annual wage

£11,648 a year

Minimum wage rates (opens in new tab)

Travel pass available (subject to requirements).

Training course

Customer service practitioner (level 2)

Hours

Monday - Friday 9.00am - 5.00pm. Potentially some evening / weekend work to cover special events.

35 hours a week

Possible start date

Friday 1 November

Duration

1 Year

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

Deliver excellent customer service, at all times by:

Giving every visitor and customer a friendly welcome when they enter the premises
Check all booking requirements and set the room up according to the hirers needs
Meeting and greeting the person responsible hiring the premises to make sure that the room is set up to requirements stated on the booking form
Act as a point of contact throughout the hire period, answer any queries and ensure any customer queries and complaints quickly and professionally
Going through the fire procedures and inform customers if there is an expected fire drill that day and inform them of the procedures
Checking the booked refreshments exact numbers for these and inform the kitchen staff of the set times for the day events including any buffet orders
Making sure that all areas where refreshments are to be served are set out in the correct manner and are clean and presentable
Assist in setting up and down rooms down for events and storing all equipment / furniture in the relevant places including technical equipment
Valuing our customers by engaging them in appropriate conversation and making them feel welcome
Making sure that every hirer is sent a customer satisfaction survey to complete
Reporting any defects or other issues to the rooms to your line manager
Take pride to ensure the front reception and other areas of use by hirers are clean and tidy at all times
Taking telephone calls in a professional manner ensuring calls are directed appropriately and messages taken in a professional manner
Work with the team to undertake marketing for events - this will include designing and distributing leaflets as well as updating social media and our website (training will be provided)

Where you’ll work

Brasshouse Lane Community Centre

Brasshouse Lane

Smethwick

B66 1BA

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

LIFETIME TRAINING GROUP LIMITED

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

As well as working towards a Level 2 qualification in Customer Service you will learn job-specific skills from experienced colleagues. You will be required to spend 20% of your week working towards your qualification.

Training schedule has yet to be agreed. Details will be made available at a later date.

Requirements

Essential qualifications

GCSE or equivalent in:

English (grade 9-4 (A-C))
Maths (grade 9-4 (A-C))

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
Problem solving skills
Presentation skills
Team working
Initiative
Patience
Flexible approach
Self motivated
Good listening skills
Good time management
Able to prioritise
Maintain confidentiality
Reliable

Other requirements

To ensure all Fire, Health & Safety & Food Safety Regulations are adhered to. Attending any training sessions necessary to keep you updated on new legislation and ensuring compliance with all current legal requirements. To support the team by helping out others when required and be involved in and contribute at team meetings.

About this company

Sandwell is a large, multicultural metropolitan borough situated in the heart of the Black Country, to the west of Birmingham, within the West Midlands conurbation and with a population of over 280,000. The Council is one of the largest employers in the Borough with employees in a variety of occupations, providing a comprehensive range of services. For more information about Sandwell Council’s apprenticeship programme and our recruitment process please visit our YouTube channel. Find out more information on Sandwell’s Values and Behaviours on the council’s webpage. For more information on careers in local government you can view a copy of the Local Government Career Guide.

https://nsdt.org.uk/ (opens in new tab)

After this apprenticeship

The post is offered on a fixed-term contract to cover the duration of the apprenticeship training. You will receive support and guidance to identify and apply for any further / higher apprenticeships or jobs that you are suitably experienced and qualified for.

Ask a question

The contact for this apprenticeship is:

Sandwell Metropolitan Borough Council

Parmjit Sidhu

parmjit_sidhu@sandwell.gov.uk

The reference code for this apprenticeship is VAC1000275914.

Apply now

Closes in 6 days (Wednesday 25 September at 11:59pm)

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