Customer Contact Centre Apprentice

Company: Bedford Borough Council
Location: Bedford, MK42 9A P
Type: Apprenticeship
Salary: £170.94 per week
Sector: Public Sector
Ref: VAC-12328
Application Deadline Date: 08/08/2021
Start Date: 31/08/2021
Positions Available: 1
Working Week: Mon – Fri, 37 hours in shifts between 8.30 – 5.30pm

Brief Description

Qualifications Required

To be considered for this role you will need GCSEs at grades 9-4 (A*-C) or equivalent including English and maths.

Personal Qualities

Friendly, helpful approach, engaging. A good team player as well as ability to use own initiative.
Good timekeeping and attendance is vital.
Enjoy working with customers of all ages and abilities

Skills Required

Demonstrates a keen interest and the ability to provide excellent customer service to people of all ages.

Must demonstrate a can do attitude, as well as enthusiasm for delivering excellent customer service.

Good interpersonal skills and the ability to communicate effectively in written and spoken English.

Must have up to date and practical IT skills appropriate to the needs of the service, and the ability to help customers self serve.

Ability to operate as a hardworking member of a team and to work without constant supervision.

Must be able to handle a wide variety of tasks in a busy customer service environment, and have the ability to move flexibly between different tasks as required.

Good organisational skills, accuracy and the ability to prioritise and organise their work.

Demonstrates the ability and motivation to work with the public in a front line service and a commitment to working with all sectors of the community.

Training to be Provided

You will gain the following qualifications:
- Level 2 Customer Service Practitioner Apprenticeship
- Functional Skills in English and maths (if required)

You will also study a range of topics including: knowing your customers, understanding your organisation, meeting regulations and legislation, systems and resources, your role and responsibility, customer experience, product and service knowledge, interpersonal skills and communication

Future Prospects

The apprenticeship will develop a wide range of core transferable skills (communication, customer care, team work, time management and digital skills for example) and and they will have the opportunity to acquire a good working knowledge of various Council policies and procedures. All of this will put the applicant in good stead to apply for any available positions upon completion of their apprenticeship.

Vacancy Detail

The apprentice will be working for Bedford Borough Council to provide help and assistance to a diverse range of customers on a broad variety of Council services. The successful candidate will offer a high level of customer service resolving enquiries accurately and efficiently in the Contact Centre or as a receptionist or floorwalker.

MAIN DUTIES AND RESPONSIBILITIES:

• To learn a wide range of Council services being offered by the Customer Service Team. This includes the councils; policies, legislation, processes, IT, web and telephone systems
• Assist customers with accessing the Council services online, helping them to self-serve wherever possible by promoting available online services, signposting and offering tailored digital assistance for those that need support
• To serve customers face to face at reception and the welcome desk, over the phone, email or web channels to provide support and guidance across a broad range of services offered by the team. To resolve enquiries in a professional, courteous and efficient manner in line with Service Level Agreements and the Council’s Customer Service Standards
• Work with the Web Team, Communications and the Customer Relations Team provide feedback from resident experience, supporting service improvements and embracing change
• Gather relevant information and evidence (including verification of official documents) from customers efficiently and accurately to support accurate assessments in line with Service Level Agreements
• Update databases and records accurately and efficiently with a note of every customer interaction and enquiry, ensuring complete confidentiality and General Data Protection Regulation (GDPR) compliance. Log reports, service requests and process payments with an attention to detail in line with Service Level Agreements
• To work closely with colleagues across the Council to ensure customers are provided with accurate service information

*This role is minimum wage for age*
From 1st April 2021 the pay and bands are changing to the following;
Age 23 and over £8.91
Age 21 to 22 £8.36
Age 18 to 20 £6.56
Under 18 £4.62