Summary
A great opportunity to join the Rent Accounting & Home Ownership team, part of Sandwell Council’s Housing directorate. Our objective is to provide financial information, advice & guidance to internal Council officers as well as tenants & leaseholders. This role will provide customer service & admin support to deliver these services effectively.
Wage
£14,526.20 a year
Training course
Customer service practitioner (level 2)
Hours
Monday - Thursday, 9.00am - 5.00pm. Friday, 9.00am - 4.30pm.
37 hours 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
* To provide support to the Rent Accounting and Home Ownership Team Lead for the integrity of data held within the rent accounting system
* To assist in the implementation of new system application releases and upgrades
* To assist in the development of rent accounting/leasehold reporting tools
* To assist with the period end activities in accordance with agreed processes and timescales as well as reconciliations
* To support the investigation and allocation of any unidentified income to the correct account
* To assist with the production of financial reports/repairs report & performance information as required
* To liaise with external stakeholders and internal sections within the council, as required
* To assist the delivery of effective and efficient services to leaseholders and right to buy applicants
* To assist with the production of statements, and all associated letters, including supporting people, contents insurance and leaseholder service charges
* To assist with updating procedural notes on the current rent and home ownership system
* To provide general administrative support to staff such as word processing, data inputting, photocopying, scanning and filing
* Receiving and taking appropriate action on incoming calls from customers, dealing with queries and requests
* Attending mandatory training and undertaking relevant and appropriate training related to the role as part of your personal development
* Ensuring confidentiality is maintained at all times
* Ensuring that policies and procedures are followed at all times
* Gathering customer feedback and analysing responses
Where you’ll work
Freeth Street
Oldbury
B69 3DB
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
JUNIPER TRAINING LIMITED
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 Apprenticeship Standard:
* The apprenticeship training will be delivered in the workplace, as you will receive visits from a college assessor
* The apprenticeship will also include a proportion of 20% Off The Job Training and a robust programme of Mandatory Apprentice Training provided by Sandwell Council to include Workplace Professionalism and Equality & Diversity
Requirements
Essential qualifications
GCSE in:
* English Language (grade 4-9)
* Maths (grade 4-9)
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
* Adhere to data protection
* Client confidentiality
* Professionalism
Other requirements
Proof of qualification certificates will be required upon application. Initially this post requires the apprentice to work in the office a minimum of 4 days a week; following successful training and having met the competencies required to do the role with minimum support, agile working of a minimum of 2 days a week in the office will be offered.