Summary
Our Library team at Harlow are now recruiting for a confident, organised and enthusiastic individual, with a passion in providing excellent customer service to join their team as a Customer Services Apprentice.
Annual wage
£12,348 a year
Salary is £12,348 per annum rising to £22,072 per annum on the second year.
Training course
Customer service practitioner (level 2)
Hours
Please note that this role will require weekend working.
37 hours a week
Possible start date
Monday 31 March
Duration
1 year 6 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
* Understand the needs of customers and deliver the best possible outcomes through excellent customer service.
* Provide support and training to customers using information communications technology (ICT) equipment and software.
* Answer telephone enquiries from customers promptly (including operation of a switchboard where appropriate), providing accurate information – including referral to other services as appropriate - in a timely fashion.
* Oversee and provide customers with guidance in the use of self-service equipment.
* Comply with the individual responsibilities for Health Safety & Welfare in the workplace, including ensuring safeguarding children, in accordance with work role.
* Undertake all stock circulation and management procedures, including sorting, shelving and tidying of returned material, reservations, fines, membership and similar activities.
* Contribute to promotional activities, marketing and display work and the achievement of agreed targets for income generation.
* Contribute to the compilation of statistical returns, and any other general administrative duties.
* Responsible for locking and unlocking, as necessary, acting as keyholder.
* Specific individual and shared targets and objectives are defined annually within the performance management framework.
Where you’ll work
Central Library
Cross Street
Harlow
CM20 1HA
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.
Requirements
Desirable qualifications
GCSE in:
* Maths and English (grade Grade 4/C and above)
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
* Problem solving skills
* Presentation skills
* Administrative skills
* Number skills
* Analytical skills
* Logical
* Team working
* Creative
* Initiative
* Non judgemental
* Patience