Administrator Apprentice

Summary

An exciting opportunity to join Sunderland’s largest local independent charity, providing help and support to the older people of the city. We’re looking for an enthusiastic person with great people skills to join our front of house team.

Annual wage: £9,984 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday – Friday (10:00AM-5:00PM with a 1 hour lunch break)
30 hours a week
Possible start date: Wednesday 30 October
Duration: 1 Year
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

· Answer telephone enquiries.

·Act as a first point of contact to visitors to the Bradbury Centre.

·Welcoming visitors and using a sign in and out process.

·Manage initial enquiries, accurately record details in a CRM system and forward information to relevant staff.

·Contact service users to support service delivery.

·Booking of meeting rooms.

·Cash handling, issue of receipts and recording all payments received.

·Ordering of stationery and monitoring stock.

·Filing, photocopying and word processing within the general office as required including data input.

·Scan, save and dispose of documents as requested and in accordance with GDPR.

·Stamp and record all incoming mail and despatch to staff members and ensure that all outgoing mail is franked and processed accordingly.

·Maintain and update leaflet displays and monitor stock.

·To follow all organisational Safeguarding policies and procedures.

·To follow all GDPR procedures and principles.

·To abide by all policies and procedures of Age UK Sunderland, including being aware of and responsible corporately and as an individual for Health and Safety policy.

·To undertake all reasonable tasks, in keeping with the level of responsibility of the post, as requested by the CEO.

Where you’ll work

BRADBURY CENTRE

GRANGE HOUSE

STOCKTON ROAD

SUNDERLAND

SR2 7AQ

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 OF SUNDERLAND COLLEGE

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

·L2 Customer Service Practitioner

·Safeguarding Training

· CharityLog Training (CRM system)

All training will be completed on site at the Bradbury Centre.

Requirements

Essential qualifications

GCSE in:

English (grade Grade 9-4 or A*-C)
Maths (grade Grade 9-4 or A*-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
Customer care skills
Administrative skills
Team working

About this company

Age UK Sunderland is a strong, local and independent charity run by and for the people of Sunderland. We support older people throughout the city through the provision of quality services and by campaigning on issues that affect them. Age UK Sunderland aims to promote the well-being of all older people throughout the City of Sunderland, improve their quality of life and help them maintain independence.

https://www.ageuk.org.uk/sunderland/ (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

Possibly a full time permanent employment upon successful completion of apprenticeship or progression onto a L3 apprenticeship.

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