Complaints Apprentice - Fixed term contract 2 years – Find an apprenticeship

Summary

Barnet is a borough with much to be proud of. As a council we want to build on these strengths as we move into the future. We are growing and developing as an organisation to meet the challenges facing our borough. We are now looking to recruit an apprentice to help us make Barnet event better and improve our services.

Annual wage: £21,995 a year
Minimum wage rates (opens in new tab)
Training course: Business administrator (level 3)
Hours: Monday to Friday : 9am to 5pm.
36 hours a week
Possible start date: Saturday 30 November
Duration: 2 years
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

Complete administrative tasks to support the Corporate Complaints Team, as directed by Management
Review complaints received by the council and forward onto departments for actioning. Track and monitor complex cases, including those received by the Local Government and Social Care Ombudsman
Work in compliance with local policies and guidance
Log complaints on the council’s case management system and monitor data within the system for accuracy and completeness
Provide system support with the case management system, including setting up new users, creating and running detailed reports to extract information within the system, supporting performance reporting
Support the Corporate Complaints Team with delivery of its Service Plan to ensure the ongoing development and continuous improvement of the corporate complaints function across the council
Support the Corporate Complaints processes, ensuring compliance with corporate requirements
Under direction of the Corporate Complaints Manager, provide technical expertise and guidance for corporate complaints and Local Government Social Care Ombudsman enquiries

Where you’ll work

London Borough of Barnet,

2 Bristol Avenue,

Colindale,

NW9 4EW

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

BARNET & SOUTHGATE COLLEGE

Your training course

Business administrator (level 3)

Equal to A level

Course contents

Skilled in the use of multiple IT packages and systems relevant to the organisation in order to: write letters or emails, create proposals, perform financial processes, record and analyse data. Examples include MS Office or equivalent packages. Able to choose the most appropriate IT solution to suit the business problem. Able to update and review databases, record information and produce data analysis where required.

Produces accurate records and documents including: emails, letters, files, payments, reports and proposals. Makes recommendations for improvements and present solutions to management. Drafts correspondence, writes reports and able to review others' work. Maintains records and files, handles confidential information in compliance with the organisation's procedures. Coaches others in the processes required to complete these tasks.

Exercises proactivity and good judgement. Makes effective decisions based on sound reasoning and is able to deal with challenges in a mature way. Seeks advice of more experienced team members when appropriate.

Builds and maintains positive relationships within their own team and across the organisation. Demonstrates ability to influence and challenge appropriately. Becomes a role model to peers and team members, developing coaching skills as they gain area knowledge.

Demonstrates good communication skills, whether face-to-face, on the telephone, in writing or on digital platforms. Uses the most appropriate channels to communicate effectively. Demonstrates agility and confidence in communications, carrying authority appropriately. Understands and applies social media solutions appropriately. Answers questions from inside and outside of the organisation, representing the organisation or department.

Completes tasks to a high standard. Demonstrates the necessary level of expertise required to complete tasks and applies themself to continuously improve their work. Is able to review processes autonomously and make suggestions for improvements. Shares administrative best-practice across the organisation e.g. coaches others to perform tasks correctly. Applies problem-solving skills to resolve challenging or complex complaints and is a key point of contact for addressing issues.

Takes responsibility for initiating and completing tasks, manages priorities and time in order to successfully meet deadlines. Positively manages the expectations of colleagues at all levels and sets a positive example for others in the workplace. Makes suggestions for improvements to working practice, showing understanding of implications beyond the immediate environment (e.g. impact on clients, suppliers, other parts of the organisation). Manages resources e.g. equipment or facilities. Organises meetings and events, takes minutes during meetings and creates action logs as appropriate. Takes responsibility for logistics e.g. travel and accommodation.

Uses relevant project management principles and tools to scope, plan, monitor and report. Plans required resources to successfully deliver projects. Undertakes and leads projects as and when required.

Your training plan

Training will be hybrid, online and face-to-face at the college. You will also spend a lot of time training in the work place.

Requirements

Essential qualifications

GCSE in:

English and Maths (grade C or equivalent)

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

About this company

Barnet is a borough with much to be proud of. Our excellent schools, vibrant town centres, vast green spaces, and diverse communities all help make it a wonderful place to live and work. As a council we want to build on these strengths as we move into the future. We are growing and developing as an organisation to meet the challenges facing our borough and we are committed to working with partner organisations and residents to make Barnet even better. As an organisation, our staff are committed to Our Values: Caring, Learning to Improve, Inclusive, Collaborate.

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

Once an apprentice has successfully completed the qualification and the 24 months contract, they can apply for any available job on the portal.

Ask a question

The contact for this apprenticeship is:

London Borough of Barnet

Andrew Cox

andrew.cox1@barnet.gov.uk

The reference code for this apprenticeship is VAC1000281323.

Apply now

Closes in 10 days (Monday 28 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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Complaints Apprentice - Fixed term contract 2 years

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