Empowerment Advisor Customer Support Apprentice

Summary

This role will consist of supporting the team completing referrals, creating action plans, liaising with stakeholders, and creating a welcoming environment. Additionally assisting with meeting and greeting clients, some cleaning, database updates, reports, and scheduling.

Annual wage: £8,320 to £14,872 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: 9:30am - 3.00pm with a 30-minute lunch, Monday to Friday.
25 hours a week
Possible start date: Monday 3 February
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

Support the Empowerment advisory team as needed:

To assess women’s barriers and to work with them to develop a holistic and in-depth work focused action plan with defined activities.
To liaise with other specialist agencies and stakeholders to understand and utilise other sources of support and advice to help support women progress with their lives.
To help in the break-out room - making the women feel comfortable, making them drinks and food where necessary.
Ensure women are signposted to the support they need (internally - either to an EA or to a Partner organisation on-site).

Support the Administrative team as needed:

Meet and greet the women and ascertain their needs.
To ensure the centre is kept reasonably clean and tidy (with support from other team members) - washing dishes, emptying bins, vacuuming from time to time.
To cover Reception – to provide lunch and other breaks for your team members.
Research and collate data and print reports from our database for funders/monitoring returns.
Capture referrals on the database.
Keep the timetable in the break-out room up to date.
Conduct phone calls to women to confirm attendance at key events.
Answer phones and screen calls.

General

Ensure that data sharing protocols are strictly adhered to.
Demonstrate the ability to work under pressure.
Have interpersonal skills and have experience in basic IT.
Take an active role at team meetings.

Where you’ll work

5 Upper Northgate Street, Chester,

CH1 4EE

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

CHESHIRE COLLEGE SOUTH AND WEST

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

In-house training plus the candidate will follow a Level 2 Apprenticeship programme and study towards a Level 2 in Customer service.
This training will be structured and delivered by Cheshire College - South & West.
If the candidate does not hold GCSE grades A-C (9-4) or equivalent, they will be required to complete a Level 2 Functional Skill in the relevant subject.

Requirements

Desirable qualifications

GCSE in:

English (grade C/4)
Maths (grade C/4)

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
Administrative skills
Team working
Initiative
Reliable
Approachable

Other requirements

DBS required (paid by employer) Female applicants aged 18 and over only. Exempt under Schedule 9 (part 1) of the Equality Act, 2010.

About this company

Tomorrow’s Women is a charity for all adult women, some of whom are female offenders and those at risk of offending. Tomorrow’s Women offers a safe, “women’s only” environment and space for partner agencies to provide a series of targeted interventions which are tailored to the individual female needs, often through a multi-agency and problem-solving approach. Its mission is to support and empower women from all backgrounds, facing any personal issues, to live equal and fulfilled lives.

After this apprenticeship

The charity is growing therefore there is a strong possibility of a full-time permanent position upon successful completion of the apprenticeship (subject to funding).

Ask a question

The contact for this apprenticeship is:

CHESHIRE COLLEGE SOUTH AND WEST

Sophie Cain

sophie.cain@ccsw.ac.uk

The reference code for this apprenticeship is VAC1000295140.

Apply now

Closes in 12 days (Wednesday 22 January at 11:59pm)

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