Apprentice Information and Support Officer

Summary

Looking for a career opportunity within an office environment? Open the door to a successful career. If you want support and opportunity with a registered charity, this is the apprenticeship for you! Crossroads Care are looking to extend their Administration Team by recruiting an apprentice Information and Support Officer.

Annual wage: £12,313.60 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday -Friday. Hours to be confirmed.
37 hours a week
Possible start date: Friday 15 November
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

Key Responsibilities

Through the referral process, assess needs, research and respond appropriately to detailed enquiries from a range of sources
Provides a personalised response to carers and professionals in the most appropriate format, tailored to their specific needs
Promotes the physical and mental health of carers by providing tailored information about local and national health and wellbeing services, signposting as necessary
Provides information and support for carers to access relevant breaks, education, training and leisure activities
Supports carers and colleagues in challenging decisions
Gains and maintains an in-depth understanding of current and forthcoming strategy relevant to the Crossroads Care Rotherham
Assimilates relevant new material, policies, legislation etc. and shares with the team where appropriate to benefit colleagues and carers
Maintains, updates and develops information resources appropriate to carers and their needs
Records contact with carers and monitors needs utilising Charity Log
Proactively seeks information to enable our database of professionals to remain up-to-date, working closely with colleagues in the administration team
Identifies trends in requests for information and creates leaflets to respond to these requests – translating these when appropriate using organisational guidelines
Proactively identifies potential sources and/or locations of information, both locally and nationally
Assists with the analysis of trends and recommendations for service improvement
Lead on the application process for carers grants in liaison with Carers Trust
Acts as an Ambassador for Crossroads Care Rotherham, protecting and promoting its excellent reputation at all times
Quality
To work closely as part of the office team, providing flexible support to maintain high quality services

Full job description available on request.

Where you’ll work

UNIT H

THE POINT

BRADMARSH

ROTHERHAM

S60 1BP

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

RNN GROUP

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

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.

More training information

Customer Service Practioner Level 2
Functional Skills maths Level 2 (If required)Functional Skills English Level 2 (If required)
Monthly Day Release online (6 hour sessions) and 10 weekly onsite reviews & observations

Requirements

Desirable qualifications

GCSE in:

Maths & English (grade 3 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

Communication skills
IT skills
Attention to detail
Organisation skills
Customer care skills
Problem solving skills
Presentation skills
Administrative skills
Analytical skills
Logical
Team working
Creative
Initiative
Non judgemental
Patience

Other requirements

This is a successful business with a fantastic reputation that works to a tight schedule. They are looking for someone who can get there in a morning punctually (think about the location of the business and transport links), listen/learn and use their own initiative to quickly become a valued and productive team member.

About this company

Crossroads Care is Britain’s leading provider of support for carers and the people they care for. We work with over 35,000 individuals and their families, helping carers to make a life of their own outside caring. We provide the special quality of care that gives them the peace of mind to let someone else step into their shoes. There are over 10 million people in Britain who care for others. Many of these reach a turning point, a crossroads, at which they feel they need help… Where they may simply need a break or more regular support. This is what Crossroads Care does. We are a national network of local charities employing over 5,000 trained professionals. We provide flexible services to people of all ages and with a range of disabilities and health conditions. As a charity, we care for people not-for-profit. Our fully trained, reliable, trustworthy staff ensure a high quality service is received by all. They know the simple things that really matter, they do the hard jobs with a smile and they take pleasure in fitting into family life.

https://crossroadsrotherham.co.uk/ (opens in new tab)

After this apprenticeship

Possible full time position for the right candidate.

Ask a question

The contact for this apprenticeship is:

RNN GROUP

Lorraine

lorraine.savage@rnngroup.ac.uk

07713319356

The reference code for this apprenticeship is VAC1000281422.

Apply now

Closes on Monday 11 November

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.

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