Apprentice Customer Service Assistant within Housing Needs Team

Summary

An exciting opportunity has arisen for an enthusiastic and motivated individual to join our busy Housing Needs Team. You’ll be supported through a Level 2 Customer Service Practitioner qualification, and you will be involved in all aspects of the re-housing process, whilst assisting customers, staff & managers by delivering great customer service!

Annual wage: £12,313.60 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday - Friday, 9.00am - 5.30pm
37 hours a week
Possible start date: Monday 3 March
Duration: 1 year
Positions available: 2

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

Communicate effectively to deal with queries either internal / external, by telephone or by written correspondence
Develop customer service skills to contribute to the delivery of our services to our customers
With guidance, carry out projects within the remit of homelessness/re-settlement
Use ICT equipment and software using an in-house database system to keep accurate records
Keep various data, up to date and prepare spreadsheets and reports, when required
Assist the team by carrying out general administration duties including word processing, inputting data, general filing, scheduling of meetings, photo-copying, scanning, emailing, incoming/outgoing post etc
Work flexibly to support the team
Be accountable for the quality of your work and take responsibility for maintaining and improving your knowledge and skills
Meet relevant standards of practice by working in a lawful, safe and effective way
Contribute to team meetings positively and constructively
Undertake appropriate training as identified relevant to the role
Become an active and flexible team worker

Where you’ll work

Freeth Street

Oldbury

B69 3DB

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

Customer Service Practitioner Level 2 Apprenticeship Standard:

The apprenticeship training will be delivered in the workplace, as you will receive visits from a college 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 4-9)
Maths (grade 4-9)

Other in:

Literacy (grade Level 2)
Numeracy (grade Level 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
Creative
Initiative
Non judgemental
Patience
Adhere to data protection
Due regard for safeguarding
Equality & Diversity
Client confidentiality
Respect for others
Professionalism
Motivated

Other requirements

Proof of qualification certificates will be required upon application. Be aware that you will come into contact with sensitive information, of which data security must be maintained. You will need to be: flexible, very confident in talking to people at all levels and prepared to adhere with Council Policies including the Data Protection Act

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.

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

This apprenticeship is a fixed term 12-15 month contract, and at the end you will gain a Level 2 Customer Service Practitioner Qualification
However the skills, knowledge and experience gained in this apprenticeship will allow you to gain future opportunities in the sector

Ask a question

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