Seetec are recruiting for 3 Customer Service Practitioner Level 2 apprentices to join their team in Exeter. The successful candidates will be the first point of contact with a potential Restart programme participant, ensuring that all participants have a highly engaged & positive experience in moving from Pre-Referral stage to Programme Start.
Duties to include:
* Promote the Restart programme positively to ensure potential participants have full understanding of the programme and its benefit to them
* Complete the pre-referral process (warm handover meeting) including checking suitability for the programme and liaise with Job Centre staff for referral sign-off
* Achieve personal performance targets (Key Performance Indicators), including referral to programme start ratios and customer satisfaction measures
* Maintain updated knowledge on all of Restart’s specific services in order to provide the best possible service to participants
* Handling inbound calls relating to warm handovers & general enquiries from our participants and Work Coaches.
* Obtain necessary information from participants to follow prescribed process and a bespoke participant journey, documenting important information for future reference
* To facilitate the smooth transition from ’warm handover’ stage to referral and subsequently starting on programme.
* Collect and record feedback and information and share with appropriate departments and team members
* Build a rapport with all contact points, ensuring the best possible experience, even with challenging customer conversations
* Ensures best practice is adhered to and championed
* Work flexibly to meet the needs of the project
* Accountable for own professional development and undertake necessary training as identified in the Performance Review process. Actively participate in, and promote Prevent and the safeguarding of children, young people and vulnerable adults
* To handle personal data in accordance with the organisation's data protection policy
* Adhere to the company’s policies and procedures always, including Safeguarding, Equal Opportunities, Quality, Health and Safety and IT.
Please note in the role of Customer Service Apprentice the successful candidate will work or have contact with participants some of whom will have MAPPA restrictions (Multi-Agency Public Protection Arrangements).
Due to the restrictions placed on some of our MAPPA customers they would not be able to engage in any contact, whether that be written, verbal, via IT applications or face to face with individuals under the age of 18. Therefore, we are unable to employ anyone who is not aged 18 or over.
Key Details
Vacancy Title
Customer Service Apprentice
Employer Description
Seetec is an employee-owned company delivering services - across the employment, skills and rehabilitation sectors – that unlock people’s social and economic potential by helping them into work, develop new skills or turn away from crime. Our commitment to providing effective and innovative service delivery enables us to have a positive impact on people’s lives and improve communities.
Vacancy Location
Merriott House Hennock Road Central, Marsh Barton Devon EX2 8NP
Wage Frequency
Custom
Number of Vacancies
3
Vacancy Reference Number
1000292354
Key Dates
Apply From
04/01/2025
Closing Date For Applications
2025-01-06 23:59:59
Interview Begin From
Possible Start Date
2025-01-20 00:00:00
Training
Training to be Provided
Customer Service Practitioner Level 2 Apprenticeship Standard:
* On the job training delivered by the employer
* Apprentices without Level 2 English and maths will need to achieve this level prior to taking the end point assessment
* For those with an education, health and care plan or a legacy statement, the apprenticeships English and mathematics minimum requirement is Entry Level 3
* Allocation of an apprenticeship delivery coach who will carry out regular training
* Assessment and support visits to ensure you acquire new learning, knowledge skills and behaviours in order to progress and develop
* Identify, track and support 6 hours off the job training activities
* Quarterly formal progress review meetings, identifying learning achievements and next steps
Learning Provider
SEETEC BUSINESS TECHNOLOGY CENTRE LIMITED
Skills Required
Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Administrative skills, Team working, Willingness to learn, Ability to work to deadlines, Professional & Confident
Apply Now
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