Customer Service Apprentice

Summary

Supporting Customer Services in delivering a comprehensive high-quality professional, effective and customer focused service. To support the successful delivery of customer service to the public by telephone, e-mail, webchat and other electronic communication and face-to-face.

Annual wage: £16,591 a year
Minimum wage rates (opens in new tab)
Training course: Customer service specialist (level 3)
Hours: Typically Monday to Friday 9am - 5pm
37 hours a week
Possible start date: Saturday 30 November
Duration: 1 Year 9 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

To answer customer enquiries or passing them on to another department giving information and helping to solve problems
To answer incoming telephone enquiries and switchboard calls and respond to requests for information received by customers
To initiate outgoing calls in accordance with procedure, assist with outbound calling campaigns and encourage customer feedback in order to improve council services
To accurately collect and record customer information, and where necessary, complete timely referrals to either internal or external service points using agreed means of information transmission
To receive and respond to enquiries across a wide range of council services, and act as the initial point of assessment for eligibility
To provide advice and assistance to customers in the most appropriate format to meet their needs, demonstrating due attention to customer care and a professional approach at all times
To receive and process follow up information about previous requests and reports and to update systems as appropriate
To use contact centre software applications and other electronic information systems appropriately and in accordance with procedure
To liaise with other departmental staff, partner organisations and external service providers
To provide general administrative support such as mailing, faxing, photocopying, information storage and printing
To gain an awareness of all relevant service developments and participate in all aspects of training, proactively seeking opportunities for learning and self - development so as to improve effectiveness and efficiency of service delivery
To carry out duties in accordance with the Council's Equal Opportunities Policy, Information Security standards, the Data Protection Act

Where you’ll work

Broadgate House

302 Broadgate

Coventry

CV1 1NH

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

COVENTRY CITY COUNCIL

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.

The apprentice will attend a combination of virtual and classroom learning throughout the apprenticeship.

Requirements

Desirable qualifications

GCSE in:

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

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
Initiative
Non judgemental
Patience

About this company

Coventry is a city that is changing fast and we’re looking for skilled people to join our team and help take us into a bright new future. We are a city that is going places with an inspiring, world-famous history and exciting times ahead. A great place to live and work and it’s getting even better - and having the right infrastructure is vital. We particularly welcome applicants from minority ethnic backgrounds, applicants who have a disability and applicants who are from the LGBTQ+ community to apply for our senior leadership roles. That’s why we are looking for people who are passionate, dedicated people who, like us, are determined to make real, positive change to Coventry.

http://www.coventry.gov.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

There will be an opportunity to gain employment within the Council.

Ask a question

The contact for this apprenticeship is: