Reigate & Banstead Borough Cncl

Customer Contact Apprentice - Intermediate (Level 2)

Reigate & Banstead Borough Cncl (Employer)

East Surrey College (Training Provider)

Weekly wage £335.00
36.0 hours per week Monday - Thursday 08:45 - 17:00, Friday 08:45 - 16:45
15 months (duration)
14 December 2020(start date)
Customer service practitioner (apprenticeship standard)
4 December 2020 (application closing date)
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Job Description

You will be working in our contact centre providing support to our residents on the phone, on social media, on our website and by email in response to general enquiries.

Responsibilities

Top duties / responsibilities of role Digital contact:

  • Delivering a high-quality contact service to residents, other Council customers and internal clients across the range of channels available
  • Providing a source of quality information, keeping current with updates and changes
  • Promoting channel shift and identifying barriers to digital access and delivery
  • Experience in responding to Social Media enquiries
  • Interact with customers on social media e.g. Twitter
  • An enthusiasm to work on web content
  • Experience of using CMS to maintain and edit web content would be an advantage although training will be given

Telephone contact:

Using specialist telephone technology in our contact centre, you will answer and resolve a high volume of calls from customers relating to a wide range of Council services whilst ensuring that:

  • Information is delivered in a pleasant, confident and consistently positive manner
  • Callers are provided with options when possible
  • Callers feel well-informed, validated and satisfied
  • Calls are resolved at first point of contact where possible callers are informed of the self-service facilities available on the website

Future Prospects

  • Potential for employment on satisfactory completion of the apprenticeship

Skills Required

  • Good general knowledge of using the web, social media & IT systems
  • Good administrative skills
  • Good communication and inter-personal skills; be able to articulate clearly verbally and in writing

Qualities Required

  • Innovative
  • Supportive
  • Flexible
  • Positive

Qualifications Required

  • Maths & English GCSE or equivalent

Training Provided

Customer Service Practitioner Level 2 Apprenticeship Standard:

  • Training will be to the end point assessment of the level 2 standard
  • Functional Skills where needed
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