Customer Service Advisor Apprentice

Summary

This post offers the opportunity to study towards a Customer Service Practitioner Level 2 qualification. This is a fantastic opportunity to start a career in Customer Services and Local Government with Warwick District Council.

Annual wage: £12,880 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Hours to be agreed with line manager
37 hours a week
Possible start date: Friday 1 November
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

You will work within the Customer Services Team gaining skills, knowledge and experience of the District Council’s customer service role
This will include working at the Pump Rooms in Leamington Spa, the main headquarters in Warwick, there may also be the opportunity to work from home on occasion
You will resolve customer enquiries by telephone and face to face
You will record information on the relevant systems detailing the nature of the enquiry
You will update and amend systems as appropriate so that wherever possible the enquiry is resolved at first point of contact

Where you’ll work

Royal Pump Rooms

Parade

Leamington Spa

CV32 4AA

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

HEART OF ENGLAND 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

This training plan has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

Requirements

Essential qualifications

GCSE in:

English (grade 4 or above)
Maths (grade 4 or above)

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
Administrative skills
Number skills
Analytical skills
Logical
Team working
Initiative
Non judgemental
Patience

About this company

The district council headquarters are in Warwick and Leamington Spa. It employs more than 500 people. The district council deal with issues such as waste management, the collection of council tax, planning/building regulations, council housing and council house repairs. The district was created on 1 April 1974, by a merger of the former Leamington Spa and Warwick municipal boroughs, the Kenilworth urban district and the Warwick Rural District.

Disability Confident

A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.

You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.

After this apprenticeship

Potential to progress to the next level of an apprenticeship
Look to secure employment

Ask a question

The contact for this apprenticeship is: