Reception & Customer Service Apprentice

Summary

City College Plymouth are looking for someone to join their busy Marketing and Student Recruitment team. The role involves supporting the Marketing and Student Recruitment teams with a range of administration duties. Working at City College Plymouth provides great benefits including 29 days annual leave, plus Christmas closure.

Annual wage: £12,313.60 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday- Friday Hours TBC
37 hours a week
Possible start date: Monday 20 January
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

To support the Reception & Customer Services team in providing a comprehensive reception and information service to all external and internal customers and ensure that details of all enquiries are captured on the College’s enquiry system, complying with General Data Protection Regulations, and that all information requests are fulfilled.

To provide an effective first point of contact for all internal and external stakeholders
To provide an information service and access to the specialist teams within the College, as well as signposting to external support agencies
To ensure that all enquiry details are collected and maintained in line with College procedures and the General Data Protection Regulations
To ensure e-mails for the generic College account are responded to within 24 working hours.
To manage the VIP parking area, including communicating with visitors and liaising with the Estates team to ensure reserved parking spaces are managed effectively
To manage the presentation and the functionality of the reception, information and visitors’ area, ensuring high standards
To assist the Events & Schools Liaison team with the running of all recruitment, student celebration and corporate events and in representing and promoting the College at external events/exhibitions. This may require attendance at College, or external venues for additional evenings or weekend work
To liaise with other College departments and maintain a flexible approach at all times
Undertake such other duties commensurate with the grade of the post as may reasonably be required and you will be required to be trained to administer first aid, if necessary

Where you’ll work

Kings Road

Devonport

Plymouth

Devon

PL1 5QG

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

CITY COLLEGE PLYMOUTH

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

In this role, you will be required to undertake the Level 2 Customer Service Practitioner Apprenticeship, which is combined with additional business administration units
The training will be delivered in the workplace through assessment visits
On completion of the programme, you will complete an End Point Assessment
The delivery of training will take 12 months with an additional 3 months added to complete the end point assessment
Functional Skills in maths and English, if required

Requirements

Desirable 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
Customer care skills
Presentation skills
Administrative skills
Team working
Initiative
Non judgemental
Patience

Other requirements

In this role you will be required to work with young people and vulnerable adults. Employment will be subject to DBS checks.

About this company

At City College Plymouth, one of the country’s largest providers of quality education and training, we are going through a period of transition to enable us to propel education into the future. We pride ourselves on delivering a learning environment and organisational culture that impacts positively on the health, wellbeing and sustainability of our community and enables all our students and staff to achieve their full potential. City College Plymouth is home to thousands of bright and enthusiastic students and 650 talented and experienced staff. You will be joining a college that is proud of its culture, where our core values of Respect, Ownership and Integrity are there to nurture and support a passion for teaching and learning, enriching our community through knowledge, experience and skills enabling every student to be the best they can be. City College Plymouth is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment. The College is an equal opportunities employer.

https://www.cityplym.ac.uk/ (opens in new tab)

After this apprenticeship

On successful completion of the apprenticeship, you will have the opportunity to progress onto another apprenticeship programme or apply for a permanent admin position

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