Summary
Working within a team of admin staff to provide clerical support to the Estates Department in the development and delivery of various general clerical duties required, covering for colleagues at times of leave/absence in order to help maintain and improve services provided by the department.
Wage
£15,349.75 a year
Salary is paid at Annex 21 of Band 2 (£23,615/year), at 65-75% of the full wage. If this falls below NMW, it will be adjusted. Existing NHS employees may qualify for pay preservation. Salary and NHS scales can be discussed at interview.
Training course
Customer service practitioner (level 2)
Hours
Monday to Friday 08.00 - 16.00
37 hours 30 minutes a week
Possible start date
Tuesday 1 April
Duration
1 year
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
* Describe what an average day or week will be like and what tasks the apprentice could be doing
* You must include at least 3 bullet points, or your advert will be rejected
* Work within the Estates Department to deliver efficient clerical/customer service
* Predominantly working within a team of admin staff to deliver a quality, friendly, and helpful service to DCHS and our external customers, e.g. GPs, and other Trusts
* To answer queries and help with requests for Estates’ services from customers both internal and external
* To ensure the highest customer care levels for internal and external customers
* Receive telephone calls in a friendly manner, accurately recording messages, logging of work requests and ensuring suitable follow-up action, including re-direction as appropriate
* Assist with the processing of Estates orders and subsequent checking and processing of invoices for payment
* The use of photocopiers and other office equipment, ensuring they are adequately maintained on a daily basis, e.g. paper stocks/cartridge replacement
* To maintain and update electronic Estate recording and filing systems
* Prioritise own workload and meet deadlines to meet the post's requirements
* To provide clerical support, as required for Estates Managers throughout the department
* Work in conjunction with the Estates Admin Teams to ensure adequate office cover
* Carry out any other relevant general clerical duties which may be required from time to time in the operation of the department
Where you’ll work
Ashgate Road
Ashgate
Chesterfield
S42 7JE
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
DCG
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
Customer Service Practitioner Level 2.
Requirements
Essential qualifications
GCSE in:
* English (grade C/4 or above)
* Maths (grade C/4 or 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
* Customer care skills
* Team working
* Initiative
* Customer Service focused
* “can do” attitude
* Telephone skills
* Experience in Microsoft Office
Other requirements
Frequent requirement to use VDU/Keyboard for the majority of the day. Frequent sitting for long periods, with regular breaks. Occasionally taking telephone calls from distressed or angry customers/contractors. Frequent concentration required to accurately record requests and follow up actions. Pattern of work is unpredictable. Challenging part of role will be studying the apprenticeship alongside working.