Buckinghamshire County Council

Advanced Customer Services Apprentice - Waste Complaints Team - Advanced (Level 3)

Buckinghamshire County Council (Employer)

Buckinghamshire County Council (Training Provider)

Weekly wage £166.50
37.0 hours per week Monday - Friday, shifts to be confirmed.
15 months (duration)
22 February 2021(start date)
Customer Service Specialist (apprenticeship standard)
2 positions available
1 February 2021 (application closing date)
Register interest

Job Description

We require two ambitious, customer and detail focused individuals to join our Southern Waste Team. You’ll combine work based training whilst achieving a qualification as Level 3 Customer Service Specialist. You'll gain exceptional communication & transferable skills as well as experience of working for a fast paced & high performing waste service.

Responsibilities

Our apprenticeships are designed to give you the hands-on experience needed in a real job that brings out the best in you, with real responsibilities, real challenges, real projects and scope to grow your career.

The Southern Waste Team delivers contracted-out waste services to former Chiltern, Wycombe and South Bucks residents.  A high performing service is delivered to residents, although from time to time complaints about the service are received.  The purpose of this role is to support the handling of these complaints. We deliver a high quality customer casework service relating to telephony, letter writing, and other channels of customer contact, aiming to provide an efficient and accurate service.

You will work towards being able to undertake the range of duties listed below:

  • Support responses to formal Complaints received via the Buckinghamshire Council’s Complaints Team
  • Carry out simple desktop investigation casework regarding ongoing service issues
  • Analyse reports and trends coming through the Customer Service and Compliments and Complaints Team
  • Identify and report requirements for Waste Services, to support the production of performance reports and corporate performance indicators
  • Proactively use report data to inform Contractor Managers of trends and emerging issues

Future Prospects

  • We cannot guarantee a permanent position following completion of the apprenticeship, however we’re keen to keep apprentices who succeed and 85% of our completing apprentices secure permanent jobs with us
  • This role is a great opportunity to gain excellent customer service skills and transferable office skills

Reality Check

  • We reserve the right to close the vacancy once we have received sufficient applications, so please be advised to submit your application as early as possible.
  • This is a full time position working a 37 hour week Monday to Friday
  • Our apprenticeship roles are on a fixed term contract for the duration of the apprenticeship. Level 3 apprenticeships are usually for about 15-18 months
  • During Covid-19 restrictions you will be expected to be able to work from home
  • Apprentices are paid for their normal working hours and training that's part of their apprenticeship (usually one day per week), For more information please visit: https://www.gov.uk/national-minimum-wage-rates

Your apprentice salary will be £8,658.00 p.a and all your training will be funded by us. As well as the salary, our apprentices are eligible to:

  • Paid holiday package
  • Join our generous Pension scheme
  • Get 50% off of Arriva bus travel, and 34% off of Chiltern Railways services
  • Receive a range of restaurant, shop & gym discounts through our Employee Benefits scheme
  • Apply for a NUS Extra card

Skills Required

  • Able to understand customer needs and consider the impact of actions and decisions on the customer
  • Able to work well with others, acting with integrity and professionalism
  • Able to look for better ways of working in order to improve efficiency and get positive results
  • Able to organise own work and achieve deadlines
  • Good attention to detail
  • Microsoft Office skills (Word/Excel/PowerPoint/Outlook)
  • Good IT skills and the ability to use databases
  • Formal letter writing skills
  • The ability to converse with ease with customers and provide advice in accurate spoken English is essential for the post (Code of Practice: English language requirements for public sector workers 2016)

Qualities Required

  • Comfortable working as part of a team and playing an active role
  • Able to get on well with a range of people
  • Enthusiastic, dynamic and forward thinking
  • Willingness to learn and to undertake a range of different tasks as required

Qualifications Required

  • Qualified to Level 1 or above in Literacy and Numeracy (GCSE grades A* - C/9-4 or equivalent), or Level 2 Intermediate Apprenticeship Qualification
  • Please note: You will not be eligible for this post if you have a Degree in the same subject as this apprenticeship, or other qualifications in the same subject at an equivalent level

Training Provided

This role will contribute to the smooth administrative workings of the Waste Team and study to achieve the Level 3 Customer Service Specialist throughout the duration of the apprenticeship. We’ll give you time during your working week for study and assessments- which means no evening or weekend study is required!

You will learn how to 

  • Support responses to formal Complaints received via the Buckinghamshire Council’s Complaints Team
  • Carry out simple desktop investigation casework regarding ongoing service issues
  • Analyse reports and trends coming through the Customer Service and Compliments and Complaints Team
  • Identify and report requirements for Waste Services, to support the production of performance reports and corporate performance indicators
  • Proactively use report data to inform Contractor Managers of trends and emerging issues
Register interest

Related