Customer Experience - Modern Apprentice
South Derbyshire District Council
Civic Way, DE11 0AH
Closes in 13 days (Tuesday 15 October)
Posted on 30 September 2024
Contents
Summary
To become part of our Customer Experience Team, handling complaints and Freedom of Information requests as well as working in a front facing role at the Council’s Main Reception.
- Annual wage
-
£22,366 a year
Minimum wage rates (opens in new tab)
Flexible working offered
- Training course
- Customer service specialist (level 3)
- Hours
-
Monday - Friday. Flexible working offered.
37 hours a week
- Possible start date
-
Thursday 14 November
- Duration
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1 Year 3 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 undertake vocational training and perform a range of administrative related tasks within the Customer Experience Team
- To adhere to and ensure the appropriate compliance with the Council’s Health & Safety Policy
- To respect the sensitivity and confidentiality of any information that they may have access to regarding clients/customers in adherence with the Data Protection policies of the Council
- Undertake such other duties commensurate with the experience of the postholder and the grading of the post as may be reasonably delegated from time to time
Specific Accountabilities:
- Using case management software ensuring the accurate recording, tracking, monitoring, statutory reporting and analysis of all complaints made to the Council
- Responsibility for the caseload of complaints, FOI and SAR from initial contact to liaising with officers and Heads of Service who are responsible for providing a response within the mandatory timescales
- Supporting officers and reviewing responses to ensure they cover all aspects of the original complaint and comply with the Council’s complaints procedure and statutory requirements
- Analysing information provided from customers and determine the validity of the complaint/FOI/SAR
- Drafting acknowledgements, stage 1 and stage 2 letters of response
- Support project manager in re-design of current processes to improve efficiencies
- Ensure that customers are kept updated and informed throughout the process
- Monitor the number of follow up complaints received in relation to caseload
- Ensure that good office practice is maintained whilst observing the highest standards of confidentiality
- Systematically monitor the speed with which investigations into complaints are progressing and information is being gathered for FOI’s and SARS
- Ensure responses received have been redacted where legally required before issuing to customer
- Recording, tracking and monitoring complaints across all stages of the process for ongoing performance monitoring
- To undertake such other duties as may be required from time-to-time and which are commensurate with the salary grading of the post
- Provide a reception service
- To produce licensing private hire & personal licensing badges using an in-house system (Easybadge)
- Deliver the Derbyshire Gold Card service on behalf of Derbyshire County Council
- To use Granicus to process customer requests for Waste & Cleansing services
Where you’ll work
Civic Offices
Civic Way
DE11 0AH
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
BURTON AND SOUTH DERBYSHIRE COLLEGE
Your training course
Customer service specialist (level 3)
Equal to A level
Course contents
Your training plan
- Level 3 Customer Service Specialist Apprenticeship Standard
- Level 2 Functional Skills in maths, English and ICT (if required)
This apprenticeship is delivered through a combination of Work Based Assessment and day/block release
The programme will culminate in an End Point Assessment, where all the skills and knowledge gained on the apprenticeship will be formally tested.
Requirements
Essential qualifications
GCSE or equivalent in:
- Maths and English (grade 4/C 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
- Administrative skills
- Attention to detail
- Communication skills
- Customer care skills
- Organisation skills
- Patience
- Presentation skills
- Team working
- Time-Management
About this company
At the heart of England and the National Forest, South Derbyshire is one, if not the fastest growing district in the East Midlands. The main Council offices are based in Swadlincote, with other sites based within close proximity. There are currently approximately 350 employees providing a full range of services for the community.
After this apprenticeship
- This will provide the apprentice with an insight across a wide range of services and workstreams that will enable them to build their knowledge, skills and experience for future employment opportunities either at the Council or with other employers
Ask a question
The contact for this apprenticeship is:
BURTON AND SOUTH DERBYSHIRE COLLEGE
The reference code for this apprenticeship is VAC1000279784.
Apply now
Closes in 13 days (Tuesday 15 October)
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After signing in, you’ll apply for this apprenticeship on the company's website.