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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.

Apprenticeship Summary

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.

The role:

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
  • Make appointments
  • 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.

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Closing Date:
28 Feb 2021

Wage:
£117.00, Weekly

Working week:
Monday - Friday, times TBC.

Expected duration:
2 years

Possible start date:
7 Mar 2021

Date posted:
2 weeks ago

Apprenticeship level:
Intermediate

Reference number:
1680675

Positions:
1 available

Contact

Laura Thomas07825666663
[email protected]

Requirements and prospects

Desired skills

  • Possess good organisation skills and able to prioritise to changing requirements
  • IT skills
  • Communication skills
  • Interpersonal skills

Personal qualities

  • Maintain positive attitude when dealing with incoming queries
  • Work cooperatively as part of a team
  • Follow written and verbal instructions

Desired qualifications

GCSEs at grades 4-9 (A*-C) to include English & maths or equivalents.

Future prospects

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).

https://www.gov.uk/national-minimum-wage-rates

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.

Employer
Bristol City Council
http://www.bristol.gov.uk

Address
City Hall
Bristol
BS1 5TR

Training

Level 2 Customer Service Practitioner apprenticeship with Administration pathway, which includes:

  • Level 1/2 Functional Skills in maths and English (if required)
  • End-Point Assessment (EPA)

Training Provider
South Gloucestershire and Stroud College

Contact
Laura Thomas07825666663
[email protected]

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