Apprentice Customer Service Technician

Summary

As part of a team, the post holder is responsible for providing a front line technical support service to customers from all areas of the force and across the rank structure. The role will ensure that customers understand their IT to get the most benefit in their roles, gain efficiencies and competencies.

Annual wage: £21,024 a year
Minimum wage rates (opens in new tab)
Training course: Customer service specialist (level 3)
Hours: Monday - Friday, 9.00am - 5.00pm, with 30 mins for lunch.
37 hours a week
Possible start date: Monday 6 January
Duration: 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

Be the first point of contact to customers who contact IS for help and
support, by phone, in person or online
Triage enquiries to determine the prioritisation of reported Incidents and Requests appropriate to the business critical functions and force
priorities
Complete initial troubleshooting on issues being presented with an aim to resolving them there and then or recording the issues to help the investigation and diagnosis by other IS teams
Follow up on calls waiting for customer and waiting for authoriser to
ensure they are completed within service targets
Follow up on customer feedback on the closure of incidents and requests
Direct customers to self-help resources and knowledge articles, test
documentation and guidelines before publication
Support the release of new products by participating in testing and by providing early life support activities such as providing advice on new systems and technologies
Maintain the stock of hot swaps to get customers up and running and maintain the stock of over the counter spares and peripherals, including loan equipment
Fulfill requests and maintain stocks of non-standard and adaptive
technologies, ensuring that customers receive their specialist equipment within SLA
Participate in technology audits and stock checks for all technology
assets, including the recovery of unused hardware or software assets
Administer asset records for devices, components and monitor service usage and billing working with service providers as required

Where you’ll work

Sherwood Lodge

Arnold

Nottingham

NG5 8PP

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

WEST NOTTINGHAMSHIRE COLLEGE

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 Apprenticeship Standard:

You will experience a blended learning model
You will work with expert assessors to develop new knowledge, skills and behaviours within the profession
This is predominantly a work based programme which means that your learning will take place on the site of your employment and within your contracted working hours
We host supporting workshops regularly throughout the apprenticeship which you will attend in person at our Derby Road campus
Monthly tutorials are held via Microsoft Teams

Requirements

Essential qualifications

GCSE in:

English (grade 4)
Maths (grade 4)

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
Customer care skills
Problem solving skills
Analytical skills
Logical
Team working
Initiative
Non judgemental
Patience

About this company

Internationally famous for Sherwood Forest, home of the Robin Hood legend, the principle of serving and protecting our communities remains just as true as it did back then. The force has a dedicated workforce of just under 3,800 officers and staff, who are supported by a growing army of hundreds of Special Constables, cadets and volunteers. Our priorities: engage our communities; create a service that works for local people; become an employer of choice.

https://www.nottinghamshire.police.uk/ (opens in new tab)

After this apprenticeship

Potential of full time role, upon successful completion of apprenticeship

Ask a question

The contact for this apprenticeship is:

WEST NOTTINGHAMSHIRE COLLEGE

The reference code for this apprenticeship is VAC1000288780.

Apply now

Closes in 15 days (Sunday 8 December)

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.

After signing in, you’ll apply for this apprenticeship on the company's website.

Company’s application instructions

To view job details or apply on-line. Applications are acknowledged by an automated message. Applicants selected for interview will be contact directly by Nottinghamshire Police.

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