Contact and Support Apprentice

Summary

Would you like to complete a Customer Service Level 2 apprenticeship whilst working as Customer Service Advisor? Are you enthusiastic, passionate and keen to learn? You will be working with an established team of customer service experts and providing an efficient, effective and high quality service, supporting customers across a range of channels.

Annual wage: £12,313.60 to £22,010.56 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Hours are 37 per week, to be worked flexibly in line with business requirements, to be confirmed.
37 hours a week
Possible start date: Monday 4 November
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

The successful candidate will be expected to answer customer enquiries through a range of channels such as phone, email, digital contact and face to face.
You will be able to follow policies and procedures whilst simultaneously providing a high level of customer service within an extremely fast paced and busy contact centre environment.
The candidate will have a keen sense of accuracy and adept at learning a wide range of systems in order to be as effective as possible when handling enquiries.

Where you’ll work

Rowan House

33 Sheepen Road

Colchester

Essex

CO3 3WG

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

TENDRING DISTRICT COUNCIL

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 Apprenticeship Standard at Level 2.

The Customer Service Practitioner Apprenticeship Standard at Level 2 combines the knowledge, skills and behaviours required of the standard and includes functional skills in maths and English.

Delivery will be in the workplace with an assessor or coach through a combination of assessing, coaching, training and mentoring.

The minimum duration on the apprenticeship is 12 months, with an additional 3 months for an externally assessed end point assessment.

A total of 15 months plus functional skills if required. Prior learning and experience will also be taken into consideration.

Further information on the standard can be viewed here - https://www.instituteforapprenticeships.org/apprenticeship-standards/customer-service-practitioner-v1-1

More training information

To be successful in this role we expect you to be a keen learner and willing to learn from colleagues, accept feedback in a positive way, show initiative and contribute to developing process. Be able to take responsibility of your own work at the same time as being part of the wider team.

IT skills such as Microsoft Office 365 would be beneficial. Training will be provided on internal systems.

Requirements

Essential qualifications

GCSE or equivalent in:

English (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
Attention to detail
Organisation skills
Customer care skills
Problem solving skills
Administrative skills
Logical
Team working
Initiative

Other requirements

The Council encourages all employees to maximise their potential. You will be entitled to join an attractive pension scheme and will receive a generous annual leave entitlement, including two extra company holidays during the Christmas period. Other benefits include: Flexible working Gym, travel and online retail discounts Excellent training, development and progression opportunities For an informal discussion about this vacancy, please contact Phil Charles, Contact & Support Manager, 07977184169. Colchester City Council has a wide range of services and facilities that can involve dealing with children or vulnerable adults. We treat our obligations for the safety of children and vulnerable adults seriously and expect our staff to be committed to the principles of our published policies and to adhere to the procedures contained within them.

About this company

The Council encourages all employees to maximise their potential. You will be entitled to join an attractive pension scheme and will receive a generous annual leave entitlement, including two extra company holidays during the Christmas period. Other benefits include: Flexible working Gym, travel and online retail discounts Excellent training, development and progression opportunities For an informal discussion about this vacancy, please contact Phil Charles, Contact & Support Manager, 07977184169. For a copy of the job description, please click here. Colchester City Council has a wide range of services and facilities that can involve dealing with children or vulnerable adults. We treat our obligations for the safety of children and vulnerable adults seriously and expect our staff to be committed to the principles of our published policies and to adhere to the procedures contained within them.

http://www.colchester.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

Colchester City Council employs staff carrying out a wide range of roles at all levels. Opportunities are available regularly and the successful candidate will be able to apply for opportunity on completion of their apprenticeship.

Ask a question

The contact for this apprenticeship is:

TENDRING DISTRICT COUNCIL

Phil Charles, Contact and Support Manager

07977184169

The reference code for this apprenticeship is VAC1000277539.

Apply now

Closes in 11 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.

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