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Customer Service Officer Apprentice

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Job Summary

Employment Term:
Full Time, Limited Term
Working Pattern:
Full time
Advert Start Date:
11/03/2020
Advert End Date:
10/04/2020 12:00
Salary:
National Minimum Wage (£4.35 per hour to £8.21 per hour depending on age)
Hours per week:
37
Job Category:
Apprenticeship
Vacancy ID:
106059
Employment Location:
Badminton Road Office, Yate, Bristol, BS37 5AF
Post Number:
SGC1271/APP/BW

Job details 

Closing date:
10 Apr


Further information

Do you have an interest in health and social care or looking to kick start your career working in a customer service environment?

As our apprentice your enthusiasm and willingness to learn will be a welcome addition to our team at South Gloucestershire Council who are making a real difference to the lives of the people who live, work and learn here.

We’ve achieved a great deal, but were ambitious about the future. Join us and be part of something bigger.

How you’ll make a difference

Our Contact Centre in the Community Care and Housing department play a key role in meeting the needs of disabled adults and older people by signposting to appropriate agencies, and processing relevant information on people’s needs to enable an appropriate professional assessment or review.

As our apprentice, you’ll learn how to receive and respond to these calls and any postal or email contact to help you know how to signpost to the right agency and take the relevant information from a person to help an appropriate professional to complete an assessment and/or review of their needs.

You’ll also learn how to respond to calls from Community Care Department staff, housing staff, Department of Works & Pensions, health staff, including district nurses, GPs, health visitors, OTs and other professionals.

On top of this, you’ll also have the opportunity to liaise with our care management, social work Occupational Therapists, Learning Difficulties teams, Mental Health Teams and other Council staff, to make sure there is a clear flow of information.

We will allocate you a workplace mentor to give you guidance and support throughout your 18 month apprenticeship and completion of a Level 3 in Customer service Specialist.

What we need from you:

•Ideally hold a minimum qualification in GCSE English and Maths at grade C or 4 and above, or Level 2 Functional Skills in English and Math’s. If you do not have these you must be willing to undertake and gain Functional Skills in English and Maths as part of the apprenticeship.
•You will have good attention to detail to produce accurate, error free work.
•Good IT skills.
•Be organised and have good communication skills.
•Able to work well under pressure.

Things we need you to know:

This is a limited term contract for 18 months, where you will undertake a Level 3 in Customer Service Specialist. This apprenticeship is completed within the workplace with no requirement to attend college unless you need to gain your Functional Skills in English and/or Maths.

Please note that you will be expected to undertake a basic skills assessment as part of the selection process. This will be emailed to you by the training provider, City of Bristol College.

You will be based at our Badminton Road office in Yate.

The salary for this apprenticeship is set at the current National Minimum Wage;

£8.21 Aged 25+
£7.70 Aged 21-24
£6.15 Aged 18-20
£4.35 Under 18

You’ll be completing a Level 3 Customer Service Specialist which will provide you with a highly transferable set of knowledge and skills, which you gain by working for us. Over the period of the apprenticeship you’ll get to learn the following;

•Knowledge about the Council’s business environment you are working within.
•The possible journeys that our customers could take, what you understand about our customers and their needs.
•Our customer service culture and the best practice within it.
•Development of skills that focus on our service delivery and what the future focus is.
•How you provide a positive customer service experience, including how you face challenges and how to review customer service performance and implement improvements.
•Completion of Functional Skills in Maths and English (Only if you do not have any GCSE’s in English and Maths at Grade C or 4 and above)

This apprenticeship also requires you to complete an end point assessment which will see you demonstrate what you have learned as an apprentice and how it can be applied in any other organisation. This will be another chance for you to shine!

The end point assessment consists of a Practical Observation with Q&A’s, a Work based project, supported by an interview and a Professional discussion supported by a portfolio of evidence. Sound scary? Don’t worry, we and your assessor will give you plenty of support and encouragement to ensure you are prepared and confident to complete this stage.

We also have plenty of apprentices here that can give you tips and help ease any nerves or concerns, because they have completed end point assessments themselves!

In addition to your workplace mentor, you will also be allocated an assessor by the City of Bristol College, who will come to visit you at work to complete reviews. These reviews are simply to make sure you are on track and happy.

We understand this is a lot of information and this apprenticeship might not be for everyone, but if you’ve read the above and are still excited about this opportunity we would love to hear from you.

For further information please contact Bernice – bernice.williams@southglos.gov.uk or call 01454 863203.
‘We’re making a difference: be part of it.’

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