Apprentice Centre Coordinator

Summary

Workspace is home to London’s brightest businesses, and our dedicated and friendly Centre Coordinators are a crucial part of customer service offering. We’re looking for a candidate to kickstart their career in the flexible office space.

Annual wage: £26,000 a year
Minimum wage rates (opens in new tab)
Training course: Customer service specialist (level 3)
Hours: Monday to Friday, 9.00am - 5:30pm. One hour unpaid lunch break.
37 hours 30 minutes a week
Possible start date: Tuesday 11 February
Duration: 1 year 7 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

Objectives:

To assist the Centre Manager to pro-actively manage and market the above Business Centre(s):

To assist the Centre Manager and Assistant Centre Manager to pro-actively manage and market the above Business Centre(s).
Providing high levels of customer service at all times.
Ensuring a warm, welcoming, helpful, efficient, and responsive reception service for customers, telephone callers and visitors to the Centre.
Assume role of Senior Fire Marshall and co-ordinate fire evacuations as required.

Main Responsibilities:

Customer Service:

Provide first class customer service to all customers, and visitors to the Centre.
Liaise with all existing customers and potential new customers to strengthen and increase good customer relationships by understanding them and their business.
Ensure all day to day customer needs and complaints are handled quickly, efficiently and to ensure total customer satisfaction.
Action customer requests for bureau and other services efficiently.

Team Work:

Communicate well with colleagues to ensure you work together as a team and take an enterprising approach to the role.
Deputise in the absence of the Centre Manager and Assistant Centre Manager as and when required.

Marketing and Community

Encourage inter-customer trading events through Workspace network and location websites.
Promote Workspace through customer and general public contact.
Assist in organising, managing and hosting of events to help promote customers, build communities, new relationships with potential customers and relevant stakeholders.
Use relevant social media platforms (i.e. Instagram) to increase awareness of both customers and the Centre in the wider community in accordance with our policies.

Administration:

To run the reception, office administration and bureau facilities within the Centre(s) with the highest standards of professionalism, efficiency and presentation in line with Workspace Policies and Procedures.
To be familiar with the Centre’s Administration Procedures, systems, services and customers.
In the event of a fire evacuation, assume role of Senior Fire Marshall and co-ordinate evacuation in line with policy for the Centre/s.
Assist the Centre Team in ensuring compliance with Workspace Health and Safety policies and procedures, and all associated statutory requirements throughout the centre.
Familiarisation with the customer moving in and out procedures.
To carry out specific duties as agreed with the Centre Manager.

Where you’ll work

16-16A Baldwins Gardens

London

EC1N 7RJ

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

INTEC BUSINESS COLLEGES LIMITED

Your training course

Customer service specialist (level 3)

Equal to A level

Course contents

Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
Service Improvement: Make recommendations based on your findings to enable improvement
Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

Your training plan

Customer Service Specialist Level 3
End Point Assessment
Work based Training

Requirements

Essential qualifications

GCSE in:

Mathematics & English (grade 9-3(A*-D))

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
Attention to detail
Organisation skills
Customer care skills
Team working
Use of Microsoft or equivalent
Relationship building
Customer engaging
Verbal & written skills
Presentable
Professional
Personable
Work well under pressure
Work well autonomously

Other requirements

Any other important information (Any other additional information/requirements that applicants should be aware of – for example if the role requires travel) The role requires no travel, but this is not a typical receptionist role, it is not concierge. There is a lot of being on the feet, being with customers, moving around the building. Reality Check? (Include any factors that may be regarded as ‘off putting’ to candidates – E.g. working outdoors in all weathers or difficulty getting to premises without own transport) Some days, Monday and Friday can be quiet in the building, but Tuesday-Thursday can be very busy, demanding.

About this company

As a member of the Workspace family, you are part of a team responsible for the office space of 4,000 of the capital’s brightest businesses. We’re far more than a serviced office landlord – we offer an environment that puts community first. Our vibrant internal culture empowers our employees to give exceptional customer service and thrive in their role. This has led to 91 percent of our employees saying they would recommend Workspace as a great place to work, 88 percent saying they are proud to work for the company, and 91 percent praising Workspace’s commitment to environment and social responsibility. Our focus on our social and environmental responsibilities is a source of great pride, from our approach to property renovation to our Carbon Net Zero commitment and neighbourhood programmes.

http://www.workspace.co.uk (opens in new tab)

Company benefits

25 days annual leave + 1 day extra for your birthday + all bank holidays + extra days for length of service. Health cash plan to claim back daily health costs including massages, dental care and optical. Hundreds of discounts online.

After this apprenticeship

Candidate can go into a centre coordinator role, progress to a more complex Workspace building, taking on more responsibilities/customers/complaints. From there, can explore the option of going into an assistant centre manager role, then into a centre manager.

Ask a question

The contact for this apprenticeship is:

INTEC BUSINESS COLLEGES LIMITED

Linsay Narborough

Linsay.Narborough@intecbusinesscolleges.co.uk

01788 514 276

The reference code for this apprenticeship is VAC1000295946.

Apply now

Closes in 25 days (Monday 10 February at 11:59pm)

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