Apprentice Clerical/Customer Services Officer

Summary

Working within a team of admin staff to provide clerical support to the Estates Department in the development and delivery of various general clerical duties required, covering for colleagues at times of leave/absence in order to help maintain and improve services provided by the department.

Wage

£15,349.75 a year

Minimum wage rates (opens in new tab)

Salary is paid at Annex 21 of Band 2 (£23,615/year), at 65-75% of the full wage. If this falls below NMW, it will be adjusted. Existing NHS employees may qualify for pay preservation. Salary and NHS scales can be discussed at interview.

Training course

Customer service practitioner (level 2)

Hours

Monday to Friday 08.00 - 16.00

37 hours 30 minutes a week

Possible start date

Tuesday 1 April

Duration

1 year

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

Describe what an average day or week will be like and what tasks the apprentice could be doing
You must include at least 3 bullet points, or your advert will be rejected
Work within the Estates Department to deliver efficient clerical/customer service
Predominantly working within a team of admin staff to deliver a quality, friendly, and helpful service to DCHS and our external customers, e.g. GPs, and other Trusts
To answer queries and help with requests for Estates’ services from customers both internal and external
To ensure the highest customer care levels for internal and external customers
Receive telephone calls in a friendly manner, accurately recording messages, logging of work requests and ensuring suitable follow-up action, including re-direction as appropriate
Assist with the processing of Estates orders and subsequent checking and processing of invoices for payment
The use of photocopiers and other office equipment, ensuring they are adequately maintained on a daily basis, e.g. paper stocks/cartridge replacement
To maintain and update electronic Estate recording and filing systems
Prioritise own workload and meet deadlines to meet the post's requirements
To provide clerical support, as required for Estates Managers throughout the department
Work in conjunction with the Estates Admin Teams to ensure adequate office cover
Carry out any other relevant general clerical duties which may be required from time to time in the operation of the department

Where you’ll work

Ashgate Road

Ashgate

Chesterfield

S42 7JE

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

DCG

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.

Requirements

Essential qualifications

GCSE in:

English (grade C/4 or above)
Maths (grade C/4 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
Customer care skills
Team working
Initiative
Customer Service focused
“can do” attitude
Telephone skills
Experience in Microsoft Office

Other requirements

Frequent requirement to use VDU/Keyboard for the majority of the day. Frequent sitting for long periods, with regular breaks. Occasionally taking telephone calls from distressed or angry customers/contractors. Frequent concentration required to accurately record requests and follow up actions. Pattern of work is unpredictable. Challenging part of role will be studying the apprenticeship alongside working.

About this company

Derbyshire Community Health Services has been rated as an ‘outstanding’ trust by the Care Quality Commission; we have achieved this by providing high quality patient care within an inclusive organisation that works together and shows care and compassion for each other. DCHS is a top performing NHS Trust that strives for innovation and improvement for the service and individuals that work within it. Our vision is to see the health of local communities improve through partnership working, putting people at the centre and looking to the future. Our mission is to improve the health and wellbeing of local people and communities through personalised, safe and effective community-based services.

https://dchs.nhs.uk (opens in new tab)

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

Currently working towards Band 2 Estates Customer Service Assistant. Once qualified we have progression opportunities to work into higher management. DCHS also provides In house and External Training to progress within the NHS.

Ask a question

The contact for this apprenticeship is:

DCG

Niall Nanson

niall.nanson@derby-college.ac.uk

01332 387420

The reference code for this apprenticeship is VAC1000298320.

Apply now

Closes in 9 days (Saturday 8 February at 11:59pm)

When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.

Cookies on Find an apprenticeship

Contents