Summary
We are a Scout Activity Centre and Campsite and looking for a Guest Service Assistant. You will be part of the Guest Service Team, delivering a welcoming, adventurous and professional package to all guests. You will part of a team acting as the first point of contact to guests from initial enquiry to the time they depart.
Wage
£11,648 to £20,820.80 a year
Training course
Customer service practitioner (level 2)
Hours
Full time. 5 days a week, including one day at the weekend – Saturday. 0900-1700 with 1 hour unpaid lunch.
35 hours a week
Possible start date
Monday 31 March
Duration
1 year 3 months
Positions available
1
Work
As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.
What you’ll do at work
Set within 98 acres of woodland, we are a Scout Activity Centre and Campsite and looking for a Guest Service Assistant Apprentice.
The following are the core responsibilities of the Apprentice. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:
* Speaking with customers either face to face or by telephone, dealing with their queries efficiently and politely relating to activities, campsites or accomodation
* Coordinate booking for camps, day visits and scouting/guiding/youth events
* Answering emails in a timely manner relating to new and existing bookings
* Use our bespoke booking system to take bookings of camps or activities
* Deliver outstanding customer service, including showing potential new customers around out site and promoting excellent guest care
* Take payments
* Ensure reception is tidy and creates a good first impression.
Where you’ll work
ORCHARD AVENUE
BRENTWOOD
CM13 2DP
Training
An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.
College or training organisation
ESSEX COUNTY COUNCIL
Your training course
Customer service practitioner (level 2)
Equal to GCSE
Course contents
* Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
* Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
* Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
* Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
* Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
* Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
* Demonstrate patience and calmness.
* Show you understand the customer’s point of view.
* Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
* Maintain informative communication during service recovery.
Your training plan
This training plan has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.
More training information
Level 2 Customer Service Practitioner standard:
Our blended approach means that our programmes are flexible and enable you to experience a range of learning and support opportunities in a variety of formats such as online or at a local ACL centre. You will have a dedicated tutor who you will meet (online or face-to-face) once a month who will guide you through your apprenticeship and prepare you for your End Point Assessment. Reviews of progress are carried out every 12 weeks with the learner, their line manager and the tutor. Additional workshops and seminars will be available to all learners to support additional learning.
Requirements
Desirable qualifications
GCSE in:
* English & Maths (grade C/4)
Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.
Skills
* Communication skills
* IT skills
* Attention to detail
* Organisation skills
* Customer care skills
* Presentation skills
* Administrative skills
* Logical
* Team working
* Initiative
* Non judgemental
* Flexible approach
Other requirements
This is a desk based role that is predominately computer based. However, there will be times when you are required to give out activities, check buildings, check in on visitors. The environment outside is a woodland.