Town Council Customer Service Assistant Apprenticeship

Summary

An exciting opportunity has arisen for an apprentice Customer Service assistant to work in the office of Spennymoor Town Council. We are looking for a team player with sound literacy and numeracy skills who is able to work on their own initiative and work flexibly to cater for the varying demands of this role.

Annual wage

£14,430 a year

Minimum wage rates (opens in new tab)

£7.50 per hour until April 2025; increasing to £8.50 per hour from April 2025

Training course

Customer service practitioner (level 2)

Hours

Monday to Friday 8.45am to 5.00pm.

37 hours a week

Possible start date

Monday 27 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

Key Responsibilities – The post holder may be requested to undertake any but not necessarily all of the following duties. Duties required will be directed by the Council Office Manager, according to the Council's needs.

Reception:

Providing a warm welcome to all. Dealing with telephone and face-to-face enquiries in an efficient and professional manner
Ensuring that all messages are dealt with in a timely and accurate fashion and, where relevant, relayed to colleagues promptly
Dealing with incoming and outgoing post
To maintain the security and safeguarding of the council offices by controlling access and ensuring the completion of relevant procedures i.e signing in, issuing of identification badges
Providing information and support to other staff members as required
Providing hospitality for visitors
Ensure that all information is treated confidentially and to have absolute discretion at all times, complying with the council's data protection procedures

Administrative

Updating manual and computerised records/management information systems
Updating and distributing communications which may include but is not limited to the council website, social media, noticeboards, newsletters and other communication within the community
To attend, participate and take notes at meetings as required.
General administrative duties such as photocopying, filing, emailing and completion of routine forms

Where you’ll work

TOWN HALL

SPENNYMOOR

CO DURHAM

DL16 6DG

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

EAST DURHAM COLLEGE

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

Apprenticeship will be delivered in the workplace. You will be in the workplace 5 days per week, and will be visited by your assessor once a month.

Requirements

Essential qualifications

GCSE in:

English (grade 9-3 (A*- D))
Math's (grade 9-3 (A*- D))

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
Administrative skills
Number skills
Analytical skills
Logical
Team working
Creative
Initiative
Non judgemental
Patience

Other requirements

This apprenticeship is a customer facing role, you will be required to have an outgoing personality with the ability to speak to people in a professional and friendly manner.

About this company

Spennymoor Town Council delivers and funds many services, facilities and events for residents of Spennymoor.

https://spennymoor-tc.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

The possibiliy of full time employment and/or progression on to the next level of qualification.

Ask a question

The contact for this apprenticeship is:

EAST DURHAM COLLEGE

Hayley Clifton

hayley.clifton@eastdurham.ac.uk

01915188294

The reference code for this apprenticeship is VAC1000293277.

Apply now

Closes in 16 days (Monday 6 January at 11:59pm)

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