Ref: CS03 Customer Services Apprentice at Chorley and South Ribble Council
Chorley Council and South Ribble Council are local authorities in central Lancashire. You will be supporting the Customer Services team across Chorley and South Ribble councils to help customers access services and information at the first point of contact through effective use of technology.
|Occupational Areas||Customer Service|
|Working Week||Monday to Friday 8:45am to 5pm|
|12 months (plus 4 months EPA)|
- Job Description
To support the delivery of excellent customer service in response to customer queries through all access channels.
To undertake training in at least one specialist service area, such as council tax, along with other generic services.
To study and successfully achieve relevant Apprenticeship qualifications.
To process customer requests using new technology and following efficient ways of working.
To actively promote the use of online services to encourage channel shift and provide support to customers who are unable to access digital channels.
To work in partnership with colleagues across the service to contribute to the successful delivery of service improvements.
To carry out administrative business support functions across the service.
To work outside of standard office hours based on business need and customer demand, including Christmas opening and at year end.
You will work with your colleagues to prioritise team objectives over individual objectives.
You will support and respect your colleagues at all times.
You will work together to share knowledge and experiences to improve your service.
You will participate in development activities as required.
You will carry out your duties and responsibilities in line with the Health & Safety Policy and associated legislation.
You will actively engage with customer care, value for money and performance management.
Your duties will be carried out in line with our equality scheme.
You will be compliant at all times with GDPR and data protection legislation.
You will constructively participate in communication and promotional activities.
You will be prepared to take on responsibilities and projects that may be outside of your normal work area but are relevant to your role.
You will support an inclusive culture which provides opportunities for everyone to participate and progress.
You will support effective relationships across all Directorates, with stakeholders and external partners to ensure the Council’s priorities and objectives are met.
You will positively promote and represent the Council at all times.
- Personal Qualities
Knowledge of customer care and customer service standards.
Experience of working both as a member of a team and independently.
An understanding of the role of local government and the importance of delivering an excellent customer experience.
- Qualifications Required
4 x GCSE A*-D/ 9-3 including Maths and English or equivalent.
Aspiring to achieve a Customer Services qualification as part of an apprenticeship
- Future Prospects
Progression to level 3
- What will the End Point Assessment (EPA) include
This includes an ‘Apprentice Showcase’ to provide examples of work, a practical observation and a professional discussion. All assessment methods will be conducted and graded by an independent EPAO.
- Things to Consider
In order to progress your application, we will require you to complete additional paperwork and complete a BKSB assessment. The information will be sent via email if you meet the entry requirements set by the employer and linked training provider for the vacancy. Please check your junk mail whilst the vacancy is open.
Until we receive the above, we are unable to progress your application so please monitor your emails.
For more information on the NMW, please visit: https://www.gov.uk/national-minimum-wage-rates
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