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Customer Relations Support Officer Apprentice

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Job Summary

Employment Term:
Full Time, Limited Term
Working Pattern:
Full time
Advert Start Date:
19/07/2018
Advert End Date:
Closed for applications on 15/08/2018 23:59
Salary:
NMW
Hours per week:
37
Job Category:
Apprenticeship
Vacancy ID:
102341
Employment Location:
Badminton Road Office, Badminton Road, Yate, Bristol, BS37 5AF
Post Number:
SGC1220/828/BB

Job details 

Closing date:
15 Aug


Please note

This job is closed for applications.

Further information

Summary of Post

The Customer Relations Team have an apprenticeship opportunity to work with a vibrant and friendly Customer Care team, where you will be part of delivering a first class service to the wider South Gloucestershire Community. The team are responsible for co-ordinating requests from customers wishing to make a complaint to the council, provide feedback or make an information request. We have a responsibility to ensure that requests are handled in-line with council policy and legislation and responded to in time.

Reporting to the Customer Relations Manager, this is a fantastic development opportunity to learn how to identify, record, distribute, co-ordinate and monitor compliments, complaints, requests for information made under the Freedom of Information Act 2000 and request for information made under the Data Protection Act 1998 (General Data Protection Regulations from May 2018).

You will also have the opportunity to identify services and lead officers across the organisation to ensure requests for information are dealt with by the correct team/person, analyse customer concerns/complaints to identify the correct course of action and communicate with customers through various channels.

Over the duration of the 18 month apprenticeship you will be trained and gain work experience of working in-line with corporate guidance and legislation such as the councils complaints procedure, Data Protection Act and Freedom of Information Act.

You will complete a Level 3 in Business Administration and receive supervision, guidance and support from your workplace mentor.

Please note that you will be expected to undertake a basic skills assessment as part of the selection process. These will take place at SGS College, Filton Avenue, Filton, Bristol, BS34 7AT on the 20th August 2018.

South Gloucestershire Council is committed to treating everyone fairly, to challenging inequalities and to promoting equality of opportunity for all. We welcome applications from everyone and value diversity in our workforce.

Main Duties

You will:

•Handle requests from customers wishing to make a complaint to the council or provide feedback. This will involve acknowledging the request in writing, recording the request on a central database, identifying the points of complaint and agreeing these with the customer, liaising with officers across the organisation and tracking progress through a central diary management system
•Handle requests for information held by the council, made by residents and other organisations such as the Police, DWP and Pension Service. This will involve recording the request on a central database, identifying officers across the organisation to be involved and tracking the progress of the request through a central diary management system.
•Provide administration support to the rest of the customer relations team as and when required
•Manage multiple mailboxes to ensure all emails are answered or re-directed within the right time limit
•Deal with telephone enquiries from members of staff across the organisation and on occasions from members of the public wishing to make a complaint

Key skills
•A strong customer focus and desire to help resolve customer contact
•Excellent communication skills both in writing and verbally
•Good time management skills
•Focused and motivated to ensure priorities are met
•Excellent organisational skills

Selection Criteria

To enable us to shortlist in a fair and unbiased way it is absolutely vital that you provide us with sufficient information to demonstrate how you meet or exceed the criteria outlined in the vacancy description. Please include this information in the knowledge, skills and experience section of the application form.

Essential

•Must hold a minimum of 3 GCSE A*-C (or Grade 4-9) or equivalent qualification in English and Maths or be willing to work towards gaining a Level 2 in English and Maths.
•You will demonstrate a good understanding of excellent customer service
•You will be able to demonstrate excellent written and verbal communication skills
•You will have experience of using computer packages such as Microsoft Office Suite e.g. Microsoft Word, Excel and PowerPoint
•You will demonstrate the ability to meet deadlines

Desirable

The following experience would be beneficial but not essential:

•Experience of dealing with customer complaints in a large, complex organisation
•An understanding or experience of dealing with requests for information made under the Freedom of Information Act 2000 and/or the Data Protection Act 2018

Additional Information

Location: Badminton Road Offices, Yate

Please note that you will be expected to undertake a basic skills assessment as part of the selection process. These will take place at SGS College, Filton Avenue, Filton, Bristol, BS34 7AT on the 20th August 2018.

Interviews scheduled for: 24 August 2018

Hours of work: 37 per week (office cover required until 5pm)

Salary: NMW

Age Hourly rate Annual salary
Aged 25+ £7.83 £15,106
Aged 21-24 £7.38 £14,238
Aged 18-20 £5.90 £11,383
Under 18 £4.20 £8,103


Closing Date: 15 August 2018

Vacancy Ref: SGC1220/828/BB

Safer Recruitment

South Gloucestershire is committed to safeguarding and promoting the safety and welfare of children, young people and vulnerable adults.

Our Values

As an employee of South Gloucestershire Council you will be expected to have a ‘can-do- attitude and adapt to the fast pace of change. You will strive to work well with others to reach a common goal and embrace a partnership and inclusive approach to delivering efficient and effective services. You will use your initiative to deliver and take responsibility for your performance to help the team, department and council to achieve its goal and make the best use of available knowledge, expertise and capacity in order to continuously improve the quality of services.

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