Customer Service Apprentice

Summary

As our Customer Service Apprenticeship, you’ll be working as part of a team of Customer Service Advisors, responding to requests for information about a range of enquiries and services about refuse and recycling, council tax, housing tenancies and repairs, environmental issues, the electoral roll, licencing, parking, community safety to name a few.

Annual wage

£12,313.60 a year

Minimum wage rates (opens in new tab)

• 35 days annual leave (including 8 Bank holidays and 3 extra days normally applied at Christmas) • Generous Local Government Pension Scheme • Subsidised Parking in selected locations

Training course

Customer service practitioner (level 2)

Hours

Monday - Friday, 9.00am - 5.00pm. Unpaid lunch break.

37 hours a week

Possible start date

Thursday 9 January

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

Building up specific knowledge of who our customers are, both internal and external, and understanding what they need from us
Understanding and critically evaluating the customer journey, including any challenges they may face
Using appropriate systems and processes to support the provision of services
Understanding customer behaviour and the different approaches required
Understanding when to refer or escalate in order to get the right outcome for the customer
Understanding how to analyse, use and present a range of information to provide customer insight
Understanding how customer expectations can differ between cultures, ages and social policies
Using a range of communication skills, including documents such as emails, letters, surveys, agendas and minutes, to build rapport and deliver services to both internal and external customers
Talking to customers on the telephone and face to face in order to reach a satisfactory conclusion to their enquiry

Where you’ll work

Town Hall

Evreux Way

Rugby

Warwickshire

CV21 2RR

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

WARWICKSHIRE 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

You will develop the Knowledge, Skills and Behaviours to meet the standards of achievement for the Customer Service Apprenticeship
You will gather evidence for your portfolio, supported by your mentor and coach, tutors, and employer
At the end of your programme, training and coaching, you will be assessed by an independent End Point Assessor (EPA)
You will also attend online Masterclasses every other week

Qualification achieved:

Level 2 Customer Service Practitioner Apprenticeship Standard
Apprentices will be required to have or achieve level 1 English and maths and to have taken level 2 English and maths tests prior to completion of their apprenticeship

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

Communication skills
IT skills
Attention to detail
Organisation skills
Customer care skills
Problem solving skills
Administrative skills
Number skills
Team working
Non judgemental
Patience

Other requirements

Please complete the application form in full, this includes an accurate and detailed list of your qualifications, including GCSE Grades for Maths and English. If you do not live near the employer address, please detail how you plan to travel/commute to the role, considering available transport and journey times.

About this company

Rugby Borough Council is committed to equality and diversity, as both a provider of services to the community and to our employees. Our practices and procedures aim to reflect the varied needs, expectations, and culture of all members of our community and our workforce.

http://www.rugby.gov.uk (opens in new tab)

Company benefits

• Structured Induction Program • Learning and Development opportunities and Future Leaders programmes • Payment of professional subscription for approved professionals • Family Friendly Policies

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

Whilst we cannot guarantee a position following the completion of the apprenticeship, we do have an excellent track record of keeping our successful apprentices in the organisation
This qualification will ensure you gain a good understanding and experience within an office environment which will open many opportunities either within the local authority or with an external employer

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