Customer Experience - Modern Apprentice – Find an apprenticeship

Summary

To become part of our Customer Experience Team, handling complaints and Freedom of Information requests as well as working in a front facing role at the Council’s Main Reception.

Annual wage

£22,366 a year

Minimum wage rates (opens in new tab)

Flexible working offered

Training course

Customer service specialist (level 3)

Hours

Monday - Friday. Flexible working offered.

37 hours a week

Possible start date

Thursday 14 November

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

To undertake vocational training and perform a range of administrative related tasks within the Customer Experience Team
To adhere to and ensure the appropriate compliance with the Council’s Health & Safety Policy
To respect the sensitivity and confidentiality of any information that they may have access to regarding clients/customers in adherence with the Data Protection policies of the Council
Undertake such other duties commensurate with the experience of the postholder and the grading of the post as may be reasonably delegated from time to time

Specific Accountabilities:

Using case management software ensuring the accurate recording, tracking, monitoring, statutory reporting and analysis of all complaints made to the Council
Responsibility for the caseload of complaints, FOI and SAR from initial contact to liaising with officers and Heads of Service who are responsible for providing a response within the mandatory timescales
Supporting officers and reviewing responses to ensure they cover all aspects of the original complaint and comply with the Council’s complaints procedure and statutory requirements
Analysing information provided from customers and determine the validity of the complaint/FOI/SAR
Drafting acknowledgements, stage 1 and stage 2 letters of response
Support project manager in re-design of current processes to improve efficiencies
Ensure that customers are kept updated and informed throughout the process
Monitor the number of follow up complaints received in relation to caseload
Ensure that good office practice is maintained whilst observing the highest standards of confidentiality
Systematically monitor the speed with which investigations into complaints are progressing and information is being gathered for FOI’s and SARS
Ensure responses received have been redacted where legally required before issuing to customer
Recording, tracking and monitoring complaints across all stages of the process for ongoing performance monitoring
To undertake such other duties as may be required from time-to-time and which are commensurate with the salary grading of the post
Provide a reception service
To produce licensing private hire & personal licensing badges using an in-house system (Easybadge)
Deliver the Derbyshire Gold Card service on behalf of Derbyshire County Council
To use Granicus to process customer requests for Waste & Cleansing services

Where you’ll work

Civic Offices

Civic Way

DE11 0AH

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

BURTON AND SOUTH DERBYSHIRE COLLEGE

Your training course

Customer service specialist (level 3)

Equal to A level

Course contents

Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice

Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches

Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements

Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes

Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy

Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps

Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction

Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs

Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer

Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format

Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it

Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service

Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome

Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps

Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions

Service Improvement: Make recommendations based on your findings to enable improvement

Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

Your training plan

Level 3 Customer Service Specialist Apprenticeship Standard
Level 2 Functional Skills in maths, English and ICT (if required)

This apprenticeship is delivered through a combination of Work Based Assessment and day/block release

The programme will culminate in an End Point Assessment, where all the skills and knowledge gained on the apprenticeship will be formally tested.

Requirements

Essential qualifications

GCSE or equivalent in:

Maths and English (grade 4/C or above)

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

Administrative skills
Attention to detail
Communication skills
Customer care skills
Organisation skills
Patience
Presentation skills
Team working
Time-Management

About this company

At the heart of England and the National Forest, South Derbyshire is one, if not the fastest growing district in the East Midlands. The main Council offices are based in Swadlincote, with other sites based within close proximity. There are currently approximately 350 employees providing a full range of services for the community.

After this apprenticeship

This will provide the apprentice with an insight across a wide range of services and workstreams that will enable them to build their knowledge, skills and experience for future employment opportunities either at the Council or with other employers

Ask a question

The contact for this apprenticeship is:

BURTON AND SOUTH DERBYSHIRE COLLEGE

The reference code for this apprenticeship is VAC1000279784.

Apply now

Closes in 15 days (Tuesday 15 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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Customer Experience - Modern Apprentice

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