Tendring District Council

Apprentice – Customer Support - Intermediate (Level 2)

Tendring District Council (Employer)

Tendring District Council (Training Provider)

Weekly wage £177.97
37.0 hours per week Monday to Friday 0845 hrs to - 1715 hrs Monday to Thursday 0845 hrs to – 1645 hrs Friday
15 months (duration)
1 July 2022(start date)
Customer service practitioner (apprenticeship standard)
29 May 2022 (application closing date)
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Job Description

To work as part of a busy Customer Support Team based at Pier Avenue, Clacton on Sea dealing with customer face to face, by telephone and electronic. The role primarily will be covering all manner of enquiries covering Environmental matters, including missed waste, private sector housing, those in housing crisis, Housing Benefits and Council Tax.

Responsibilities

To work as part of a busy Customer Support Team based at Pier Avenue, Clacton on Sea.

You will learn to deal with customer contact by face to face, telephone and electronic.  The role primarily will be covering all manner of enquiries covering Environmental matters, including missed waste, private sector housing, those in housing crisis, Housing Benefits and Council Tax. The main duties will also include raising service requests on specialist software systems, completing all necessary paperwork and following administration procedures together with recording personal details within the guidelines set down by the General Data Protection Regulations. 

Other duties will include

  • To undertake filing and photocopying
  • General office duties.
  • To undertake post opening, collection and distribution duties.

Full training will be given on all ICT applications used within the job role.

This apprenticeship will provide the post holder with excellent experience in customer service and acquiring the confidence to deal with a multitude of customer enquiries.  The post also provides sound experience in following procedures and processes within a large organisation together with excellent team playing skills and administration processing. 

This vacancy will include working with a wider Customer Service team who also provide face to face cover on our Reception, dealing with members of the public providing advice and assistance. 

The department within which this post is based is in Customer and Commercial Service which sits within the Partnerships Department. 

This post will be based at our Council offices at:

88-90 Pier Avenue, Clacton, Essex, CO15 1TN

Future Prospects

  • Work experience is really important no matter what your background. 
  • There is no substitute for the right experience and skills, and working in an administration office specialising in customer support helps you to get to grips with office life.
  • Please see the Tendring District Council website www.tendringdc.gov.uk for more information

Reality Check

  • There may be occasions when you will need to work remotely such as working from home.  

Skills Required

  • Ability to listen and have confidence in dealing with members of the public
  • Ability to show empathy and patience with callers who may have communication difficulties
  • Able to ask for advice
  • Accurate spelling
  • Good numeracy skills
  • Support colleagues and be part of the team

Qualities Required

  • A flexible, cheerful and positive attitude
  • Willing to take on work or offer to help others in the team
  • Confident
  • Good interpersonal skills
  • Arrive punctually for work (time-keeping is very important for the whole of the team)

Qualifications Required

  • IT skills – Word / Excel
  • Numeracy and literacy/Maths and English qualifications or equivalent are essential at C or 4 grade as a minimum

Training Provided

Customer Service Practitioner Apprenticeship Standard at Level 2

The Customer Service Practitioner Apprenticeship Standard at Level 2 combines the knowledge, skills and behaviours required of the standard and includes functional skills in maths and English. 

Delivery will be in the workplace with an assessor or coach through a combination of assessing, coaching, training and mentoring.

The minimum duration on the apprenticeship is 12 months, with an additional 3 months for an externally assessed end point assessment.  A total of 15 months plus functional skills if required.

Further information on the standard can be viewed here - https://www.instituteforapprenticeships.org/apprenticeship-standards/customer-service-practitioner-v1-1

Register interest

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