Summary
Are you looking for a future career whilst achieving an apprenticeship qualification? Do you have a passion to learn and work in IT? If this is you we want to hear from you! Our IT Services Team provides IT solutions and support to over 4000 internal customers. You will learn on the job and work to successfully resolve customer IT issues.
Wage
£14,566 a year
Your initial apprentice salary will be £14,566 p.a. and will go up to £19,292 if you are aged 19-20, or £23,556 if you are aged 21 or above, when you start the 2nd year of your apprenticeship. All your training will be funded by us.
Training course
Customer service specialist (level 3)
Hours
Monday - Friday, 9.00am - 5.00pm
37 hours a week
Possible start date
Thursday 1 May
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
As an advocate of Customer Service excellence, you will act as a referral point for dealing with complex or technical customer requests, issues, complaints, and queries.
Working alongside experienced IT professionals you will be mentored and trained in the use of various IT systems and software packages.
Your duties will include:
* Diagnosing & resolving software, hardware and networking incidents
* Learning how to use a range of IT support tools
* Recording, updating and documenting requests using the IT Service Desk system
* Installing and configuring new IT equipment
* Providing excellent customer service when speaking to internal and external customers
Where you’ll work
County Hall
Walton Street
Aylesbury
HP20 1UD
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
College or training organisation
BUCKINGHAMSHIRE COUNCIL
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 gain experience in a large organisation, whilst studying towards your nationally recognised qualification - Customer Service L3 Specialist qualification, with 20% time out of the workplace for study, training and assessments.
Your training will be a via a blended learning approach, with face to face visits in your wokplace, on-line group workshops on a monthly basis and hands on training within the workplace providing you with all you require to be successful.
You will be given one day a week to complete your training
The training you will be completing as part of the Level 3 Customer Service apprenticeship standard includes:
* Knowing your customers
* Providing a positive customer experience
* Meeting regulations and legislation
* Systems and resources
* Working with your customers/customer insights
* Dealing with customer conflict and challenge
Requirements
Essential qualifications
GCSE in:
* English (grade Grade C /4 or above)
* Maths (grade 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
* Attention to detail
* Customer care skills
* Problem solving skills
* Analytical skills
* Team working
* Patience
Other requirements
This post is covered by the Rehabilitation of Offenders Act 1974 and therefore applicants are required to declare all unspent cautions and/or unspent convictions