Customer Services Apprenticeship in Housing

Summary

A Customer Services Apprenticeship in a small organisation that provides Supporting Housing in Erdington. You should apply to this Apprenticeship if you are keen to earn while you learn and be part of a special organisation that provides an important service in Erdington

Annual wage: £9,984 to £17,846.40 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday - Friday 9.00am-3.00pm
30 hours a week
Possible start date: Tuesday 1 October
Duration: 1 Year 3 Months
Positions available: 2

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

Handling incoming and making outbound phone calls.
Supporting office staff with administration support.
Using email communication
Communication with internal and external customers
Following Safeguarding Policies and proceedures
Handling mail

Where you’ll work

654 Holly Lane

Erdington

Birmingham

B24 9PD

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

SUTTON COLDFIELD TRAINING 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

Training Schedule to be confirmed - Typically -6 hours a week of protected learning time will be provided in the workplace.

More training information

You will be provided with a Trainer from your training provider whom you will have monthly meetings. You will also have live monthly training sessions to attend and complete study on our online learning platform.

Requirements

Essential qualifications

GCSE in:

ENGLSH (grade 4)
MATHS (grade 4)

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
Organisation skills
Customer care skills
Administrative skills
Team working

About this company

We work with members of the community who need help and support to get themselves back on their feet.

After this apprenticeship

Once your Apprenticeship is complete it is hoped you will have found a part of the organisation you feel is best placed for you. In house promotion opportunities available.

Ask a question

The contact for this apprenticeship is: