Summary
An exciting opportunity has arisen for an enthusiastic & motivated individual to join our busy Housing Needs Team. You’ll be involved in all aspects of the re-housing process, whilst being supported through a Level 2 Customer Service Practitioner qualification. Previous applicants need not apply.
Wage
£14,526.20 a year
Training course
Customer service practitioner (level 2)
Hours
Monday - Friday, 9.00am - 5.30pm.
37 hours a week
Possible start date
Monday 7 April
Duration
1 year
Positions available
2
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
* Communicate effectively to deal with queries either internal / external, by telephone or by written correspondence
* Develop customer service skills to contribute to the delivery of our services to our customers
* With guidance, carry out projects within the remit of homelessness/re-settlement
* Use ICT equipment and software using an in-house database system to keep accurate records
* Keep various data, up to date and prepare spreadsheets and reports, when required
* Assist the team by carrying out general administration duties including word processing, inputting data, general filing, scheduling of meetings, photo-copying, scanning, emailing, incoming/outgoing post etc
* Work flexibly to support the team
* Be accountable for the quality of your work and take responsibility for maintaining and improving your knowledge and skills
* Meet relevant standards of practice by working in a lawful, safe and effective way
* Contribute to team meetings positively and constructively
* Undertake appropriate training as identified relevant to the role
* Become an active and flexible team worker
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/A-C)
* Maths (grade 4-9/A-C)
Other in:
* Literacy (grade Level 2)
* Numeracy (grade 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
* Customer care skills
* Problem solving skills
* Presentation skills
* Administrative skills
* Number skills
* Analytical skills
* Logical
* Team working
* Creative
* Initiative
* Non judgemental
* Patience
* Adhere to data protection
* Due regard for safeguarding
* Equality & Diversity
* Client confidentiality
* Respect for others
* Professionalism
* Motivated
Other requirements
Proof of qualification certificates will be required upon application. Be aware that you will come into contact with sensitive information, of which data security must be maintained. You will need to be: flexible, very confident in talking to people at all levels and prepared to adhere with Council Policies including the Data Protection Act