Summary
An excellent opportunity for someone who is seeking a career in Administration and/or Education. We are committed to providing an apprenticeship opportunity that will allow you to experience a wide range of skills and situations to give you the best possible start to your career.
Annual wage
£12,314 a year
Training course
Customer service practitioner (level 2)
Hours
Monday - Friday, between 8.30am and 5.00pm
37 hours a week
Possible start date
Monday 10 February
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
We are looking for an organised individual with a flexible approach to work, a willingness to learn and develop, with the ability to work at times without supervision. You should have strong numeracy skills, together with excellent customer service skills.
Working as a member of the Reception Team, the main purpose of the role will be:
* To be the first point of contact for all visitors to the College
* To work as a member of the Reception Team and to assist in providing prospective students with the most appropriate information
* To undertake Reception duties, taking and receiving phone calls, provide clerical support including data input, cash handling and dealing with mail and parcels
* Ensure that visitors receive a professional and efficient welcome on behalf of the College. This is to include registration and identification
* Liaise with staff regarding appointments, interviews, car parking and other general office duties
* Deal with initial enquiries including email enquiries regarding courses
* Provide information on college facilities, courses, and events, taking enquiries and disseminating information to the relevant staff
* Operate the College telephone, fax and radio paging system and be first point of contact for Fire and emergency systems liaising with other College staff as per college procedures
* Process incoming/outgoing deliveries including parcels and recording details in an efficient manner
* Frank outgoing mail and distribution of internal mail
* Computer input using College software systems such as Net2 and sims. Will also use Outlook, Word, and Excel
* Work flexibly as a member of the Customer Service team across all our sites in Bury St Edmunds to include working flexible hours and providing cover for shifts where necessary
* Ensure there is effective communication throughout the team, ensuring all team members are kept up to date with current activity
* Participate in events across the College, e.g. open events, student interviews, enrolment etc.
* Ensure publicity materials are displayed and stocks maintained for collection by enquirers
* To assist in maintaining the Course Information Sheets ensuring that only accurate information is available for enquirers either by paper or on the College website
* Adhere to all College policies including the current data protection act and computer misuse act, treating all data as confidential
* Adhere to the Risk Management Policy and notify the Vice Principal for Quality and Student Experience and Head of Pastoral Support of any identified risk
* The above job description is not exhaustive, and the employee may be required to undertake any other reasonable duties in line with the general level of responsibility of the role
* As we now operate as a collective Eastern Education Group you may be from time to time required to undertake any of the requirements of your role for any of our Group organisations
This role will be based at our Abbeygate Sixth Form College site in Bury St Edmunds, however there will be the requirement to work across our wider campuses on occasion as required.
Where you’ll work
Abbeygate Sixth Form, Beetons Way
Bury St. Edmunds
IP33 3YU
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
WEST SUFFOLK COLLEGE
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
* The learner will be studying the Customer Service Practitioner Level 2 Apprenticeship Standard qualification
* Functional skills will be studied if equivalent qualifications are not held
Requirements
Desirable qualifications
GCSE or equivalent in:
* 5 subjects, including Maths and English (grade 4)
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
* Administrative skills
* Team working
* Initiative
Other requirements
1. New support staff appointments to the Trust are subject to a 26-week probationary period. 3. The Trust is committed to safeguarding & promoting the welfare of young people/vulnerable adults and expects all staff to share this commitment. 4. The job description is current at the date shown; may change in negotiation with the post holder.