Summary
We are looking to recruit someone to support the staff members our office. With pupil numbers increasing, our office is getting busier, especially the telephone lines and school-to-home communications.
Wage
£13,741 a year
Training course
Customer service specialist (level 3)
Hours
Working hours 08:00 - 15:30 with an unpaid 30-minute lunch break
35 hours a week
Possible start date
Monday 2 June
Duration
1 year 6 months
Positions available
1
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you’ll do at work
* Undertake reception duties, answering routine telephone and face-to-face enquiries and signing in visitors. Give a welcoming greeting to visitors and ensure that they are shown to the correct person or given the proper information or advice
* Provide general clerical support including routine clerical processes, IT based tasks requiring knowledge of various ICT packages and operation of office equipment and typing of documents
* Ensure that letters to parents are completed and sent on time. Use of parent mail when necessary
* Maintain manual and computerised records and manage information systems. Ensure that Arbor and school spreadsheets are correctly updated
* Produce lists, information and data as required by staff
* Comply with GDP regulations. Ensure that data protection and safeguarding procedures are adhered to an maintain confidentiality
* Provide general advice and guidance to staff, pupils and others
* Assist in checking and storing office deliveries.
* General clerical and photocopying as required by staff
* Assisting the office manager and admin Officer in maintaining a tidy and efficient office and filing system
* Assist with pupil first aid and welfare duties by liaising with parents/staff
* To take meal numbers for return and give numbers to kitchen staff on a daily basis
* Keep children’s electronic files up to date
* Liaise with SEN transport and Taxi Company (transport provider) for pupil’s transport to and from school
* To attend training when required
* To undertake any administration duties that are reasonable as and when required
Where you’ll work
Woolton Hill Road
Liverpool
L25 6JA
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
College or training organisation
EDUCATION AND SKILLS TRAINING & DEVELOPMENT LIMITED
Your training course
Customer service specialist (level 3)
Equal to A level
Course contents
* Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
* Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
* Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
* Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
* Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
* Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
* Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
* Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
* Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
* Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
* Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
* Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
* Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
* Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
* Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
* Service Improvement: Make recommendations based on your findings to enable improvement
* Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
Your training plan
You will study a Level 3 in Customer Service, and all training will take place in the workplace. You will meet with your tutor virtually every 4 to 6 weeks, and you will be expected to record off-the-job training on a weekly basis.
Requirements
Essential qualifications
GCSE in:
* English & Maths (grade C/4/ Functional Skills Level 2)
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
* Problem solving skills
* Administrative skills
* Logical
* Initiative
* Patience