Customer Service Apprentice (Student Services)

Summary

An exciting opportunity has arisen in Student Services for a Customer Service Apprentice to join the existing team. You will be required to perform reception duties and undertake administrative tasks within a dynamic team. If you want to work in a fast paced environment and enjoy working with young people, then this could be the role for you.

Annual wage: £12,313.60 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday to Friday, 8.30am to 4.30pm, with half an hour unpaid for lunch break and one day finishing at 4.00pm. There may be some days that start at 8.00am if there is a need to cover reception.
37 hours a week
Possible start date: Monday 6 January
Duration: 1 year 4 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

1. To assist on Reception and the immediate area, welcoming and supervising visitors.

2. To respond to information and advice queries from students, parents, and external organisations, referring where appropriate.

3. To assist in the management of department’s diaries and booking students with advisers for careers interviews, including mock interviews and personal statement checking.

4. To assist students (and ex-students) with basic UCAS enquiries, such as UCAS registration.

5. To liaise with the Student Services Head of Department and Marketing team to promote Student Services events and activities using graphics and social media:

Throughout College: update College T.V. information screens, liaise with the IT team to develop focused student PC desktop promotion, Impact etc.
Updating Careers boards as appropriate (yearly plan).
Externally: College website, Instagram etc.

6. To help in the update of departments resources i.e. careers leaflets, booklets, virtual communication (TV screens, p.c. screensavers etc.)

7. To assist the Travel & Finance Officer with the following tasks:

Bus passes: Making the bus pass up, distribution and recording
Locker keys: To organise the allocation of student lockers and maintain appropriate records.

8. To ensure the Student Services area is kept tidy.

9. To keep the stationery cupboard stocked and replenish booklets and forms used in the Student Services area when necessary.

10. To assist with administrative tasks, type correspondence and input data as instructed.

11. To complete College Visitor Forms when necessary.

Where you’ll work

Worcester Sixth Form College

Spetchley Road

Worcester

WR5 2LU

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

HEREFORDSHIRE AND WORCESTERSHIRE GROUP TRAINING ASSOCIATION LIMITED

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

Formal training is delivered at HWGTA, located in Worcester (WR4 9GN).

You will receive a training plan that is specific to your qualification, with sessions that are delivered through a combination of face-to-face and remote.

Additional training for functional skills in English and Maths will be undertaken if needed.

You will receive monthly visits from your assigned Learning and Development Specialist, who will set you work, monitor your development and wellbeing, and discuss training sessions. They will also prepare you for your End Point Assessment to gain your Customer Services Practitioner Level 2 qualification.

There is also a five-day teambuilding residential trip that is held in the spring of each year offered to all apprentices on programme.

Requirements

Essential qualifications

GCSE in:

English (grade A*-C/ 4-9)
Maths (grade A*-C/ 4-9)

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
Number skills
Team working
Literate
Ale to work independently
Excellent telephone manner
Proactive attitude
Trustworthy
Self-motivated
Confident
Honest
Ability to follow instructions

Other requirements

Employer Description For example, an established insurance company, based in the West Midlands, with 25 years’ experience in commercial underwriting. Worcester Sixth Form College are specialists in the education of 16-19 year olds and our staff are experts in meeting the needs of this age group. Every year we admit 900 or so students from the whole county of Worcestershire and from surrounding areas. This enables us to offer an exceptionally wide range of courses and flexible programmes in which any course can be combined with virtually any other course. Our students are highly successful, not just academically, but in many other kinds of endeavour, including sports, performing arts, music, Duke of Edinburgh, charity fund raising and a wide variety of other extra-curricular areas.

About this company

Worcester Sixth Form College are specialists in the education of 16-19 year olds and our staff are experts in meeting the needs of this age group. Every year we admit 900 or so students from the whole county of Worcestershire and from surrounding areas. This enables us to offer an exceptionally wide range of courses and flexible programmes in which any course can be combined with virtually any other course. Our students are highly successful, not just academically, but in many other kinds of endeavour, including sports, performing arts, music, Duke of Edinburgh, charity fund raising and a wide variety of other extra-curricular areas.

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

After this apprenticeship

Upon the successful completion of the apprenticeship and reviews with your line manager, there may be the possibility of further employment.

Ask a question

The contact for this apprenticeship is:

HEREFORDSHIRE AND WORCESTERSHIRE GROUP TRAINING ASSOCIATION LIMITED

Emily Jackson

emily.jackson@hwgta.org

01905 330732

The reference code for this apprenticeship is VAC1000287611.

Apply now

Closes in 13 days (Friday 29 November at 11:59pm)

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