Apprentice Engagement and Grants Customer Support Officer

Summary

Are you passionate about making a difference to people’s lives and communities in Sandwell? Do you want to be part of a team leading the way to create strong, resilient and vibrant neighbourhoods? Do you thrive on shaping impactful projects and bringing people together to create lasting positive change? If so, we want you to join us!

Wage

£14,526.20 a year

Minimum wage rates (opens in new tab)

Your pay will rise to National Minimum Wage for your age after 12 months on the apprenticeship.

Training course

Customer service practitioner (level 2)

Hours

Monday to Friday between the hours of 8.30am and 5.30pm – 37 hours per week. Some meetings will take place in the evening, and you will be given Time Off in Lieu.

37 hours 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

Deal with a wide range of initial enquiries on behalf of the team face to face, over the telephone, emails, and in writing - electronically and by letter.
Support the team with the administration of annual Ward Budgets, and the Community Infrastructure Levy Fund, production of Ward Plans, Ward Profiles, Ward Newsletters, and updating the Neighbourhoods website.
Ensure confidentiality regarding all documents received and circulated, taking account of the sensitivity of both the subject matter and the sensitivity of information to be managed in your role to the public and to the council and its partners.
Provide administrative support at meetings, including team meetings and meetings with partners, which will include updating partnership distribution lists, agenda preparation, collation of supporting papers, minute taking, production and distribution of minutes, which can be complex and/or confidential in nature.
Carry out filing, maintaining records, preparing documents for scanning, photocopying, arranging meetings, diary appointments, handling post, taking accurate notes of meetings as required.
Assist with the compilation of reports, administrating team databases for projects, grant funding, community engagement activities and other community development services.
Carry out filing, maintaining records, preparing documents for scanning, photocopying, arranging meetings, diary appointments, handling post, taking accurate notes of meetings as required.
Assist with the compilation of reports, as requested, administrating team databases for projects, grant funding, community engagement activities and other community development services.
Provide support for arranging events including producing materials, booking venues, booking catering, sending out invitations.
Receipt and distribute incoming post, process correspondence and send mail out.
The production of accurate and time critical, documents, spreadsheets and correspondence using relevant ICT skills as required.
Comply with the Council’s financial procedures and accounting instructions.
Help to collate statistical information and prepare appropriate returns as required.
Record information and maintain records as required.
To liaise with internal and external customers and other stakeholders in support of project work and to ensure the service area is delivering the standard of service required.
To participate in the Council’s Appraisal Scheme.
It is your responsibility to carry out your duties in line with the Council's policy on equality and be sensitive and caring to the needs of the disadvantaged, promoting a positive approach to a harmonious working environment. You will receive full training in all aspects of this as part of your induction and ongoing throughout your apprenticeship.
Such other duties as may be appropriate to achieve the objectives of the post to assist the Service Area in the fulfilment of its objectives commensurate with the post holder's salary grade, abilities and aptitudes.
The post holder must at all times carry out his/her responsibilities with due regard to the Council's policy, organisation and arrangements for Health and Safety at Work You will receive full training in all aspects of this and appropriate supervision and guidance throughout your apprenticeship.

Where you’ll work

PO Box 2374

Oldbury

West Midlands

B69 3DE

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

JUNIPER TRAINING 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

At the end you will gain a Level 2 Customer Service Practitioner Qualification. This will include any IT Functional Skills as appropriate. The apprenticeship training will be delivered in the workplace, as you will receive visits from an assessor. The apprenticeship will also include a proportion of 20% Off The Job Training and a robust programme of Mandatory Apprentice Training provided by Sandwell Council to include Workplace Professionalism and Equality & Diversity.

Requirements

Essential qualifications

GCSE in:

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

Other in:

English (grade 2)
Maths (grade 2)

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
Problem solving skills
Presentation skills
Administrative skills
Number skills
Analytical skills
Logical
Team working
Initiative
Non judgemental
Patience

Other requirements

You will need to have a mature and professional approach. You may come into contact with commercially sensitive information, of which data security must be maintained. This position will ideally suit someone who is interested in public service, working for the benefit of the communities and residents of Sandwell. You will need to be very confident in talking to people at all levels, able to answer the telephone as well as being flexible to support the needs of the post. You must be willing to shadow senior post holders and attend any relevant training.

About this company

Sandwell is a large, multicultural metropolitan borough situated in the heart of the Black Country, to the west of Birmingham, within the West Midlands conurbation and with a population of over 280,000. The Council is one of the largest employers in the Borough with employees in a variety of occupations, providing a comprehensive range of services. For more information about Sandwell Council’s apprenticeship programme and our recruitment process please visit our YouTube channel. Find out more information on Sandwell’s Values and Behaviours on the council’s webpage. For more information on careers in local government you can view a copy of the Local Government Career Guide.

After this apprenticeship

This apprenticeship is a fixed term contract. However the skills, knowledge and experience gained in this apprenticeship will allow you to gain future opportunities either with the council or within the wider sector.

Ask a question

The contact for this apprenticeship is:

Sandwell Metropolitan Borough Council

Nicola Farrow

nicola_farrow@sandwell.gov.uk

The reference code for this apprenticeship is VAC1000303562.

Apply now

Closes in 6 days (Friday 28 February at 11:59pm)

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