Customer Experience Apprentice Officer

Summary

You will be responsible for ensuring the delivery of first-class customer experience to all stakeholders. The role will provide reception support where they will continually develop and improve the experience for customers, providing professional and high-quality customer service.

Annual wage: £12,313.60 a year
Minimum wage rates (opens in new tab)
Training course: Business administrator (level 3)
Hours: Exact hours to be agreed between the apprentice and their manager.
37 hours a week
Possible start date: Monday 18 November
Duration: 1 Year 6 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

First point of contact to all visitors into the college, managing the signing in process to ensure GDPR compliance
To provide high quality and impartial information, advice and guidance to learners regarding provision with an aim to maximise enrolments and learner satisfaction
Manage and advise stakeholders with regards to events and room bookings
Manage and process enrolments for part-time courses contributing to hitting the annual income adult target
Maintain a broad knowledge of the College and courses available to learners, responding appropriately to requests, messages and enquiries within 48 hours
To provide an efficient and informative service to callers, directing enquiries to the relevant areas of the college via telephone, email of Microsoft TEAMS
Support the Safeguarding of all College stakeholders, undertaking regular ID checks of SGS learners and supporting the Duty Manager and Fire Wardens in emergency situations
To communicate progress, absence and provide feedback to the employer, and encourage full support and commitment to the three-way partnership. This would entail regular and open discussion with the employers, making the fully aware of progress and to recommend a way forward to resolve these e.g. adaptation or corrective action, including other learning opportunities and support offered by the college
Manage the collection of learner income in relation to course fees, including tuition, materials, exam fees, academy membership fees, trips and ID card replacements. Signposting them to the college’s payment portal or Money Management Service when required
Invoicing of student’s fees when payment is coming from an external source such as an employer or sponsor who needs to send fees directly ensuring we communicate and comply with financial regulations
To help maintain accurate records of candidates including E-portfolios, learner reviews and general sign-up paperwork in line with the ESFA, funding and other good practice
Manage data collection via enrolments and ensure full compliance with Management Information Systems (MIS) procedures, awarding bodies and the internal Apprenticeship Compliance Team
To ensure the department is adequately resourced for the delivery of courses by ensuring stationery and books are ordered timely
To support the Marketing team by representing the department at college open events attending the minimum of a least one event
To support the college with helping at busy times of year in producing and sending out students joining instructions and large mail shots when necessary
Any other duties as required by the Assistant Principal that are commensurate with the grade

Where you’ll work

Units E & F

Horizon 38

Taurus Road

Filton

BS34 6FE

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

SOUTH GLOUCESTERSHIRE AND STROUD 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

You will attend the Filton Campus of SGS College to complete the learning for the Business Admin Diploma which you will complete alongside the apprenticeship standard.

You will come to Filton Campus on a block release basis.

More training information

In addition to the Knowledge Skills and Behaviours set out in the apprenticeship standard, we also embed a City and Guilds Diploma in Business Administration. This covers the following mandatory units:

Principles of business administration
Personal and professional development
Managing performance
Your organisation
Communication in a business environment
Project management
ICT for business

In addition, learners will be required to select one relevant optional unit.

To ensure apprentices meet the maths and English Level 2 requirements, we provide Functional Skills lessons, offered alongside
their apprenticeship, to those who have not achieved a level 2 or equivalent. At pre-interview stage, we assess current literacy and
numeracy levels to determine suitability and any support needs.

Requirements

Essential qualifications

GCSE in:

English (grade 4/C)

Desirable qualifications

GCSE in:

Maths (grade 4/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
Attention to detail
Organisation skills
Customer care skills
Administrative skills
Team working
Initiative
Non judgemental

Other requirements

During busy times of the year, there may be an element of early, late and weekend working to suit availability of learners undertaking learning. Some travel may be required. You will be required to have a DBS check.

About this company

South Gloucestershire & Stroud College has an excellent reputation for delivering further education and work-based programmes in a range of subjects – from business to sport, engineering to media, GCSE’s and A Levels to degree level courses. Our experienced and passionate staff work hard to help our students achieve their personal challenges and career goals. We are proud of SGS and committed to making the College the best it can be. We are currently working hard to achieve “Outstanding” status after being classified as “Good” in our first inspection.

http://www.sgscol.ac.uk (opens in new tab)

Company benefits

Free car parking at all campuses. Access to a wide variety of external health and wellbeing resources. Access to ‘My Lifestyle’ discounted shopping benefits, cycle to work scheme and a Technology Salary Sacrifice Scheme.

After this apprenticeship

You will be supported with progression on completion of your apprenticeship.

Ask a question

The contact for this apprenticeship is: