Apprentice Customer Service Assistant within Secretariat Team at Sandwell Children’s Trust (SCT)

Summary

An opportunity to provide effective clerical support to the Secretariat Team within Sandwell Children’s Trust (SCT). This team directly supports the Directors & Heads of Service for the operational teams. The successful candidate will be working at the Sandwell Children’s Trust Headquarters based in Oldbury. Previous applicants need not apply.

Annual wage: £12,313.60 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday to Thursday, 9.00am - 5.30pm. Friday, 9.00am - 5.00pm (breaks to be confirmed).
37 hours a week
Possible start date: Sunday 1 December
Duration: 1 Year 3 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

Assisting with diary management and setting up of meetings
Supporting secretaries when chasing and collating information when required
Helping to upload documents and Minutes, to the 'back off' system
Typing up flipcharts / setting up logistics, for the Senior Leadership Team / Managers, reflective sessions
Taking action notes at meetings and chasing any actions to ensure they are completed
Monitoring and actioning tasks received via a shared mailbox and working as part of a team
Helping arrange meetings on behalf of Heads of Service, Directors and colleagues
Effectively communicate with departments, colleagues & visitors from all sources either by phone, email or via request
Providing administration support to the team in completing any ad-hoc requests

Where you’ll work

PO Box 2374

Oldbury

West Midlands

B69 3DE

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

DUDLEY COLLEGE OF TECHNOLOGY

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

At the end, you will gain a Level 2 Customer Service Practitioner qualification. This will include any Functional Skills in maths and English, as appropriate. The apprenticeship training will be delivered in the workplace, as you will receive visits from a college assessor.
The apprenticeship will also include a proportion of 20% Off The Job Training and a robust programme of Apprentice Training provided by Sandwell Children’s Trust to include Data Protection and Safeguarding.

Requirements

Essential qualifications

GCSE or equivalent in:

English Language (grade 4)
Maths (grade 4)
Literacy Functional Skills (grade Level 2)
Numeracy Functional Skills (grade Level 2)

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
Creative
Initiative
Non judgemental
Patience
Physical fitness
Understand Data Protection
Empathy
Client Confidentiality
Safeguarding awareness

Other requirements

PROOF OF QUALIFICATIONS WILL BE REQUIRED UPON APPLICATION. Please be aware that you will come into contact with sensitive information, of which data security must be maintained. You must be prepared to adhere with Trust Policies & Procedures including the Data Protection Act & be very confident in talking to people at all levels

About this company

Sandwell is a large, multicultural metropolitan borough situated in the heart of the Black Country, to the west of Birmingham, within the West Midlands conurbation and with a population of over 280,000. The Council is one of the largest employers in the Borough with employees in a variety of occupations, providing a comprehensive range of services. For more information about Sandwell Council’s apprenticeship programme and our recruitment process please visit our YouTube channel. Find out more information on Sandwell’s Values and Behaviours on the council’s webpage. For more information on careers in local government you can view a copy of the Local Government Career Guide.

After this apprenticeship

This apprenticeship is a fixed-term 15-month contract. However, the skills, knowledge and experience gained in this apprenticeship will allow you to gain future opportunities in the sector.

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