Customer Service Apprentice
Coventry City Council
Coventry, CV1 1NH
Closes in 10 days (Tuesday 1 October)
Posted on 17 September 2024
Contents
Summary
Supporting Customer Services in delivering a comprehensive high-quality professional, effective and customer focused service. To support the successful delivery of customer service to the public by telephone, e-mail, webchat and other electronic communication and face-to-face.
- Annual wage
- £16,591 a year
- Training course
- Customer service specialist (level 3)
- Hours
-
Typically Monday to Friday 9am - 5pm
37 hours a week
- Possible start date
-
Saturday 30 November
- Duration
-
1 Year 9 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
- To answer customer enquiries or passing them on to another department giving information and helping to solve problems
- To answer incoming telephone enquiries and switchboard calls and respond to requests for information received by customers
- To initiate outgoing calls in accordance with procedure, assist with outbound calling campaigns and encourage customer feedback in order to improve council services
- To accurately collect and record customer information, and where necessary, complete timely referrals to either internal or external service points using agreed means of information transmission
- To receive and respond to enquiries across a wide range of council services, and act as the initial point of assessment for eligibility
- To provide advice and assistance to customers in the most appropriate format to meet their needs, demonstrating due attention to customer care and a professional approach at all times
- To receive and process follow up information about previous requests and reports and to update systems as appropriate
- To use contact centre software applications and other electronic information systems appropriately and in accordance with procedure
- To liaise with other departmental staff, partner organisations and external service providers
- To provide general administrative support such as mailing, faxing, photocopying, information storage and printing
- To gain an awareness of all relevant service developments and participate in all aspects of training, proactively seeking opportunities for learning and self - development so as to improve effectiveness and efficiency of service delivery
- To carry out duties in accordance with the Council's Equal Opportunities Policy, Information Security standards, the Data Protection Act
Where you’ll work
Broadgate House
302 Broadgate
Coventry
CV1 1NH
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
COVENTRY CITY COUNCIL
Your training course
Customer service specialist (level 3)
Equal to A level
Course contents
Your training plan
Customer Service Specialist Level 3.
The apprentice will attend a combination of virtual and classroom learning throughout the apprenticeship.
Requirements
Desirable qualifications
GCSE in:
- English (grade 4/C)
- Maths (grade 4/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
- Administrative skills
- Team working
- Initiative
- Non judgemental
- Patience
About this company
Coventry is a city that is changing fast and we’re looking for skilled people to join our team and help take us into a bright new future. We are a city that is going places with an inspiring, world-famous history and exciting times ahead. A great place to live and work and it’s getting even better - and having the right infrastructure is vital. We particularly welcome applicants from minority ethnic backgrounds, applicants who have a disability and applicants who are from the LGBTQ+ community to apply for our senior leadership roles. That’s why we are looking for people who are passionate, dedicated people who, like us, are determined to make real, positive change to Coventry.
http://www.coventry.gov.uk (opens in new tab)
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
There will be an opportunity to gain employment within the Council.
Ask a question
The contact for this apprenticeship is:
COVENTRY CITY COUNCIL
The reference code for this apprenticeship is VAC1000277532.
Apply now
Closes in 10 days (Tuesday 1 October)
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.
After signing in, you’ll apply for this apprenticeship on the company's website.