Apprentice Customer Service Advisor - Intermediate (Level 2)

Agilisys Contact Services Limited (Employer)

Kent County Council (Training Provider)

Weekly wage £159.10
37.0 hours per week Monday to Friday 9am – 5pm. Two paid 15-minute breaks. Unpaid 36-minute lunch.
1 years (duration)
7 June 2021(start date)
Customer service practitioner (apprenticeship standard)
6 positions available
27 May 2021 (application closing date)
Register interest

Job Description

To provide a professional, efficient and streamlined telephony service to customers of Kent County Council, for specified services within the Authority’s operations. Full training including level 2 Customer Services Practitioner Apprenticeship will be provided.

Responsibilities

A fantastic opportunity to gain customer service skills.  Providing a professional, efficient and streamlined telephony service to customers of Kent County Council.

Main Duties:

  • Answer and respond to customer calls into the Contact Centre, to provide a service for a specified area of the Authority’s operations, giving information and advice as trained.
  • Handle calls for specific services providing information and advice where appropriate with the aim of ideally resolving customer enquiries at the first point of contact.
  • Interpret queries/problems that are generated by calls from customers in order to generate solutions to meet the caller’s needs.
  • Re-route calls to an appropriate officer when unable to assist the customer, so that they obtain an appropriate response to their enquiry.
  • Maintain call quality standards through the effective use of verbal communication when responding to each call, including following the Authority’s complaints procedure when appropriate, to ensure that callers are always provided with a high quality and efficient service.
  • At the end of each appropriate call, offer the Govmetrics customer satisfaction survey.

Future Prospects

  • Potential for full-time employment for the right candidate
  • There are opportunities to progress from a Level 2 to a Level 3 qualification
  • Many employers retain apprentices in full/part time positions
  • The qualifications you gain can also help you to get into higher education or other employment 
  • Being an apprentice gives you the opportunity to gain a recognised qualification and developing professional skills whilst earning a salary, inside some of Kent’s best companies
  • Once the apprenticeship has been achieved you will have the skills, abilities and experience to update and enhance your CV, to make it attractive to potential employers

Reality Check

Interview:

We will be interviewing candidates who meet the criteria as they apply and will recruit after a successful interview which may be before the closing date.

Reality Check:

You will be responsible for your travel expenses to and from your place of work.  Therefore, you must have the means to get to your place of work on a daily basis whilst waiting for your first wages to be paid.

Travel Information:

Based in Maidstone, the office is accessible via train car and bus. Maidstone East is just opposite the office along with a pay and display car park.

There is no available on site parking which is free.

Skills Required

  • Ability to handle a wide range of enquiries in a contact centre environment
  • Computer literate and ability to operate telephone equipment effectively
  • Effective communication skills, both written and verbal with a polite, efficient and courteous manner.  Able to deal sympathetically with distressed, agitated, confused, irate customers or those with special needs
  • Ability to learn and deliver new services
  • Some knowledge of how local authorities or other large organisations operate

Qualities Required

  • Personal self-confidence to provide a customer focused front-line enquiry service via the telephone
  • Possess a friendly and helpful disposition
  • Able to remain calm under pressure

Qualifications Required

  • GCSE (or equivalent) Grade 9 - 4 (A* - C) is required in English and maths. 

Training Provided

  • Level 2 Customer service practitioner apprenticeship standard

On the job training with the employer whilst working towards the Apprenticeship Standard.

Regular work based assessments/observations carried out by Kent Training & Apprenticeships Tutor Assessor, to determine competency and meet with Awarding Body standards.

Register interest

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