Job Reference 1680675Customer Service with Business and Administration ApprenticeCitizen Services provide comprehensive customer advice, support and enquiry resolution in relation to complex services handled by a range of teams, for example Local Taxation or Benefits services.
Within Citizen Services you will be based in both the Performance and Customer Engagement Team and the Resource Planning Team.
The PACE team is a really varied team whose main responsibilities are: gathering citizen feedback; working on projects that improve services; identifying areas for improvement; identifying training needs; delivering and supporting training and working proactively and reactively with Citizens via various methods of engagement such as social media.
The Resourcing Planning Team are responsible for monitoring and managing daily call volumes into the Customer Service Centre and/or our Customer Service Point; proactively managing the queues, resources and agent skills to ensure all enquiries are answered within our Service Level target; managing breaks and holidays; preparing a forecast of staff resource requirements and ensuring all correspondence/offline activities are scheduled in.
What the team does:
The Customer Service Centre (CSC) and Customer Service Point (CSP) handle customer enquiries by telephone, email, letter, and face to face for a range of different service areas including Waste Management, Highways, Food Safety, Pollution Control, Benefits, Rents, Home Choice Bristol, property repairs and provides tenancy services for council tenants
As first point of contact for Bristol City Council's citizens, we ensure our citizens receive a professional, positive, customer-focused experience.
As an apprentice, you will be providing administrative support to services in the Performance and Customer Engagement and Resource Planning Team and will have the opportunity to rotate between both.
This role will combine practical training in the job with study towards a Customer Service with Administration qualification, assessed in the workplace by your training provider. As part of your apprenticeship you will need to gather work-based evidence, whilst working alongside experienced staff to gain job-specific skills as well as an understanding about the world of employment. All assessments and teaching will take place either on the job or during your college studies. Successful candidates will work towards a level 2 apprenticeship in Customer Service with Administration, which will take approximately 24 months to complete.
Using a computer to produce messages, simple reports and letters from set formats/templates
Maintaining and manipulating computerised and/or paper-based records of data/information
Dealing with customers over the phone, email and/or face to face
Using computerised work processing, spreadsheet and database packages
File and retrieve data & information accurately using both electronic and paper-based systems
Use spoken and written communication skills to answer face to face or telephone enquiries
Handle information securely and confidentially
Undertake basic financial and arithmetic calculations
Demonstrate knowledge and/or experience of equalities and diversity issues in accordance with Bristol City Council’s ‘Equalities Policy – Equal Opportunities & Anti-Harassment
Able to manage your own time effectively
We will offer successful applicants flexible working patterns, full training and a professional office environment. Although they would be expected to work from home in the current circumstances.
Where this role could lead?
This role will open up many opportunities and train you to play an important support role within an organisation. It is ideal if you’re looking to start a career as an administrator as you will develop a broad range of skills to work efficiently and help increase business productivity. You will learn skills in a variety of areas including office and administration, customer-handling, communication and IT. With training, you may be able to progress in your career to a level 3 diploma or roles including Business Administration, Office Supervisor, Personal Assistant, Receptionist, Secretary, IT support or a wide range of other business and administration roles.
Possess good organisation skills and able to prioritise to changing requirements
Maintain positive attitude when dealing with incoming queries
Work cooperatively as part of a team
Follow written and verbal instructions
GCSEs at grades 4-9 (A*-C) to include English & maths or equivalents.
The Council has a range of progression roles which include Customer Service Specialists, Business Support Officers and we expect candidates to gain an insight into these through rotation which would then lead to an advanced of higher-level apprenticeship.
Things to consider
Are you able to attend college, typically one day per week, and study for a level 2 Diploma? (once face to face delivery resumes).
About the employer
Bristol City Council are a local government authority who ensure that Bristol is maintained to a reasonable standard, carrying out statutory services and make a positive impact on the city for the citizens of Bristol. We employ over 7,000 staff members across the city in various positions putting our citizens at the heart of everything we do.
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