Customer Service Apprentice - City College Plymouth Admin Hub – Find an apprenticeship

Summary

City College Plymouth are looking for someone to join their busy administrative team. The Admin Hub provides cross college support to all curriculum delivery and management teams. Working at City College Plymouth provides great benefits including 29 days annual leave, plus Christmas closure.

Annual wage: £12,655 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday - Friday, 8.30am - 4.30pm.
37 hours a week
Possible start date: Sunday 20 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

Provide clerical support duties such as: word processing letters and reports, using spreadsheets, updating databases and using Google suite
Undertake frontline face to face reception duties, telephone answering, take messages and follow up actions as appropriate and ensure callers receive appropriate feedback
Maintain an efficient and effective filing system, in line with college procedures
Deal with correspondence appropriately, observing confidentiality at all times
To liaise closely with other college departments, arrange appointments and manage diaries
Support and attend events, i.e. open days, interviews and parents' evenings
Maintain adequate stationery stock levels
The post holder must also undertake other duties, as appropriate to the grading of the post, as required

Where you’ll work

Kings Road

Devonport

Plymouth

Devon

PL1 5QG

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

CITY COLLEGE PLYMOUTH

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

In this role, you will be required to undertake the Level 2 Customer Service Practitioner Apprenticeship, which is combined with additional business administration units
The training will be delivered in the workplace through assessment visits
On completion of the programme, you will complete an End Point Assessment
The delivery of training will take 15 months with an additional 3 months added to complete the end point assessment
Functional Skills in maths and English, if required

Requirements

Essential qualifications

GCSE or equivalent 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
Team working
Non judgemental
Patience

Other requirements

In this role you will be required to work with young people and vulnerable adults. Employment will be subject to DBS checks.

About this company

At City College Plymouth, one of the country’s largest providers of quality education and training, we are going through a period of transition to enable us to propel education into the future. We pride ourselves on delivering a learning environment and organisational culture that impacts positively on the health, wellbeing and sustainability of our community and enables all our students and staff to achieve their full potential. City College Plymouth is home to thousands of bright and enthusiastic students and 650 talented and experienced staff. You will be joining a college that is proud of its culture, where our core values of Respect, Ownership and Integrity are there to nurture and support a passion for teaching and learning, enriching our community through knowledge, experience and skills enabling every student to be the best they can be. City College Plymouth is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment. The College is an equal opportunities employer.

https://www.cityplym.ac.uk/ (opens in new tab)

After this apprenticeship

On successful completion of the apprenticeship, you will have the opportunity to progress onto another apprenticeship programme or apply for a permanent admin position

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