Customer Service Apprentice

Summary

Seetec are recruiting for 3 Customer Service Practitioner Level 2 apprentices to join their team in Exeter. The successful candidates will be the first point of contact with a potential Restart programme participant, ensuring that all participants have a highly engaged & positive experience in moving from Pre-Referral stage to Programme Start.

Annual wage: £14,000 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday to Thursday, 8.30am - 5.00pm and Friday, 8.30am - 4.30pm. 1 hour unpaid lunch break.
37 hours 30 minutes a week
Possible start date: Monday 20 January
Duration: 1 year 3 months
Positions available: 3

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

Seetec are recruiting for 3 Customer Service Practitioner Level 2 apprentices to join their team in Exeter. The successful candidates will be the first point of contact with a potential Restart programme participant, ensuring that all participants have a highly engaged & positive experience in moving from Pre-Referral stage to Programme Start.

Duties to include:

Promote the Restart programme positively to ensure potential participants have full understanding of the programme and its benefit to them
Complete the pre-referral process (warm handover meeting) including checking suitability for the programme and liaise with Job Centre staff for referral sign-off
Achieve personal performance targets (Key Performance Indicators), including referral to programme start ratios and customer satisfaction measures
Maintain updated knowledge on all of Restart’s specific services in order to provide the best possible service to participants
Handling inbound calls relating to warm handovers & general enquiries from our participant’s and Work Coaches.
Obtain necessary information from participants to follow prescribed process and a bespoke participant journey, documenting important information for future reference
To facilitate the smooth transition from ’warm handover’ stage to referral and subsequently starting on programme.
Collect and record feedback and information and share with appropriate departments and team members
Build a rapport with all contact points, ensuring the best possible experience, even with challenging customer conversations
Ensures best practice is adhered to and championed
Work flexibly to meet the needs of the project
Accountable for own professional development and undertake necessary training as identified in the Performance Review process. Actively participate in, and promote Prevent and the safeguarding of children, young people and vulnerable adults
To handle personal data in accordance with the organisation's data protection policy
Adhere to the company’s policies and procedures always, including Safeguarding, Equal Opportunities, Quality, Health and Safety and IT.

Please note in the role of Customer Service Apprentice the successful candidate will work or have contact with participants some of whom will have MAPPA restrictions (Multi-Agency Public Protection Arrangements).

Due to the restrictions placed on some of our MAPPA customers they would not be able to engage in any contact, whether that be written, verbal, via IT applications or face to face with individuals under the age of 18. Therefore, we are unable to employ anyone who is not aged 18 or over

Where you’ll work

Merriott House

Hennock Road Central, Marsh Barton

Exeter

Devon

EX2 8NP

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

SEETEC BUSINESS TECHNOLOGY CENTRE 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

Customer Service Practitioner Level 2 Apprenticeship Standard:

On the job training delivered by the employer
Apprentices without Level 2 English and maths will need to achieve this level prior to taking the end point assessment
For those with an education, health and care plan or a legacy statement, the apprenticeships English and mathematics minimum requirement is Entry Level 3
Allocation of an apprenticeship delivery coach who will carry out regular training
Assessment and support visits to ensure you acquire new learning, knowledge skills and behaviours in order to progress and develop
Identify, track and support 6 hours off the job training activities
Quarterly formal progress review meetings, identifying learning achievements and next steps

Requirements

Essential qualifications

GCSE in:

Maths and English (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
Attention to detail
Organisation skills
Customer care skills
Administrative skills
Team working
Willingness to learn
Ability to work to deadlines
Professional & Confident

Other requirements

Please note in the role of Customer Service Apprentice the successful candidate will work or have contact with participants some of whom will have MAPPA restrictions (Multi-Agency Public Protection Arrangements). Due to the restrictions placed on some of our MAPPA customers they would not be able to engage in any contact, whether that be written, verbal, via IT applications or face to face with individuals under the age of 18. Therefore, we are unable to employ anyone who is not aged 18 or over. All successful candidates must clear a DBS check prior to start date being confirmed.

About this company

Seetec is an employee-owned company delivering services - across the employment, skills and rehabilitation sectors – that unlock people’s social and economic potential by helping them into work, develop new skills or turn away from crime. Changing people’s lives for the better in the businesses and communities we serve is the driving force behind our services and the motivation for our exceptional delivery standards. We have significantly grown and evolved from our original not for profit roots in 1984, but throughout our history our commitment to delivering social value has remained at the heart of our culture. Our colleagues – across offices in the UK and Ireland – are dedicated to improving the lives of thousands of people every year by identifying and delivering the support they need to be more skilled, productive and prosperous. Our foundation is the strength of our people and their expertise, insight and determination to change the lives of those they support. It was therefore a logical step at the beginning of 2020 to put our future in the hands of our colleagues and become majority employee owned. We are now one of the largest employee-owned businesses in the UK where every employee is a stakeholder in our collective success. We are a Disability Confident Leader and B-Corp certified, which means we meet rigorous standards on transparency and delivering social value in the places where we work. Seetec holds Investors in People and Investors in Wellbeing Gold status. With people at the heart of every one of our services, we are driven by our overarching aim to empower lives and improve communities. Our commitment to providing effective and innovative service delivery enables us to have a positive impact on people’s lives and improve communities.

Company benefits

• Pension - 5% Employee 5% Employer • Healthcare Cash Plan, incl. 3 x salary life assurance • 2 paid Volunteer Days

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

An apprentice Customer Support Advisor could look at opportunities to progress into a Site coordinator or Assistant Employment Advisor position and then eventually progress into an Employment Advisor position

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