Elmbridge Borough Council

Customer Service Apprentice

Employer:

Elmbridge Borough Council

Training Provider:

SOUTH THAMES COLLEGES GROUP

Annual wage £16,840.00
36.0 hours per week Monday - Friday, shifts to be confirmed.
duration: 12 months
start: 6 January 2020
Esher
Intermediate(level 2)
Customer service practitioner Level 2 (GCSE) (apprenticeship standard)
30 November 2019 (application closing date)
As the Customer Service Apprentice you will consistently provide excellent customer service and wherever possible, resolution at first point of contact to residents, customers or partners contacting the Council, online, by telephone, e-mail, SMS, and in-person.

Responsibilities

As the Customer Service Apprentice, you will consistently provide excellent customer service and wherever possible, resolution at first point of contact to residents, customers or partners contacting the Council, online, by telephone, e-mail, SMS, and in-person. You will undertake administrative tasks to ensure customers receive resolution within expected time frames. 

Your duties will include; 

  • Providing excellent service when dealing with customer contact in accordance with the Council’s Customer Service Standards
  • Taking ownership and responsibility for accurately resolving enquiries at the first point of contact wherever possible
  • Actively encourage customers to use the most efficient method to gain access and information about council services
  • To contribute in identifying and implementing customer service improvements, including the undertaking of customer satisfaction and bench-marking activities and participating in other relevant customer service initiatives and council projects as and when necessary
  • Make proactive outbound phone contact to collect outstanding money owed to the council 
  • Contacting service providers /partners/internal customers in a positive and constructive manner when arranging for appropriate actions
  • To maintain accurate records and information for the provision of information & services to customers, using the most appropriate system
  • Operating visitor management system for issue of passes and parking permits. 
  • Providing assistance to visitors with particular needs, including use of self-service facilities
  • Working as part of an effective team with a flexible approach to cover the variety of duties and demands
  • Providing feedback to assist in the development and continuous improvement of services and systems

Future Prospects

This role will provide excellent experience for anyone pursuing a career within Customer Service or Admin support.

Reality Check

The Apprenticeship National Minimum Wage guide (ANMW): https://www.gov.uk/national-minimum-wage-rates

Skills Required

  • Excellent customer service skills
  • Strong communication skills
  • IT literacy (Word, Excel, Outlook, Web)

Qualities Required

  • Ability to work on own initiative
  • Problem solving ability
  • Team player

Qualifications Required

Maths and English GCSEs A*-C/9-4 (or equivalent).

Training Provided

You will attend off the job training at South Thames College where you will cover; 

  • Customer Service Practitioner - Standard
  • Functional Skills (if needed)
  • 20% Off the job training
Apply now

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